Knowledge Base

Your knowledge base is the foundation of your agent's understanding. It contains the information your agent uses to answer questions accurately and provide helpful responses.

How Knowledge Base Works

When a customer asks a question, your agent searches the knowledge base using semantic understanding to find relevant information. The system uses vector embeddings to match customer queries with your content, even when the exact words don't match.

Your agent automatically searches the knowledge base when it needs information to answer a question. You don't need to manually trigger searches—the agent uses this tool intelligently based on the conversation context.

Knowledge Source Types

You can add several types of knowledge sources to your knowledge base:

Files Upload PDF, DOCX, or TXT files containing your company information, policies, product details, or FAQs. Documents are processed and indexed for semantic search, allowing your agent to find relevant information even when queries don't match exact wording.

Text Add custom text directly, such as company information, policies, or specific instructions. This is useful for information that doesn't exist in documents or on your website. Text content is immediately available for your agent to search.

Website Add URLs from your website to include live content in your knowledge base. The system crawls and indexes the content, keeping it up to date. This is ideal for including your public-facing website content, blog posts, or help documentation.

Q&A Create question-and-answer pairs to provide direct answers to common questions. These Q&A pairs are especially effective for FAQ-style content. Important: Questions from Q&A sources appear as suggestions in the chat widget, helping users discover what they can ask your agent.

Catalog Import product catalogs with details like names, descriptions, prices, categories, and images. This enables your agent to answer product questions and process orders.

Important: Include images in your product catalog so users get the best visual experience when browsing products through your agent. These catalog images are displayed to users when the agent shows products.

With Agent Vision enabled, your agent can also process images sent by users (such as product photos they upload) to help identify products, verify items, or provide visual context for their questions.

Adding Knowledge Sources

Step 1: Create a Knowledge Source

1. Navigate to Knowledge Base in your dashboard
2. Click "Add Knowledge Source"
3. Give it a descriptive name
4. Add an optional description

Step 2: Add Content Choose your content type and add information:

• Upload Files: Select documents from your computer
• Add URLs: Enter website URLs to crawl
• Add Text: Type or paste text content
• Create Q&A: Add question-answer pairs (these will appear as suggestions in the chat widget)
• Import Catalog: Upload product catalog data with images for the best user experience

Step 3: Process and Index After adding content, the system processes and indexes it. This may take a few minutes depending on the amount of content. You'll see a status indicator showing processing progress.

Step 4: Assign to Agent Once processed, assign the knowledge source to your agent:

1. Go to your agent's configuration
2. Navigate to Knowledge Base settings
3. Select the knowledge sources to use
4. Save your changes

Note: One knowledge source can be assigned to multiple agents. This allows you to share common information (like company policies or product catalogs) across different agents while maintaining a single source of truth.

Best Practices

Organize by Topic Create separate knowledge sources for different topics (e.g., "Product Information", "Support Policies", "Shipping Information"). This makes management easier and allows you to assign different sources to different agents.

Keep Content Updated Regularly update your knowledge sources as your business changes. Update product catalogs when prices change, refresh website content when pages are updated, and add new Q&A pairs as you identify common questions.

Be Comprehensive Include all information your agent might need to answer customer questions. The more comprehensive your knowledge base, the better your agent's responses will be.

Use Clear Language Write content in clear, customer-friendly language. Your agent will use this content verbatim, so ensure it's well-written and appropriate for customer-facing communication.

Test Regularly Ask your agent questions that should be answered by your knowledge base. Verify responses are accurate and helpful. If responses are incorrect, review and update the relevant knowledge source.

Agent Training

Agent training analyzes your knowledge sources and creates Knowledge Profiles that help your agent understand what topics are available in each source. This enables your agent to know what information it has access to without performing searches.

How to Train

You can train agents in two ways:

1. From Knowledge Source Page: On the top right corner of any knowledge source page, click the "Train" button. This analyzes the complete knowledge source and creates Knowledge Profiles for all agents that use this knowledge source.

2. From Agent Page: Navigate to your agent's configuration, go to the LLM tab, and click the "Train" button. This trains the agent on all knowledge sources assigned to it.

What Training Does

Training analyzes your knowledge source content and generates Knowledge Profiles that include:

• Summary of topics covered in the source
• Example questions the knowledge source can answer
• Content type breakdown
• Key themes and concepts

These profiles help your agent:

• Understand what information is available before searching
• Guide customers to ask relevant questions
• Provide more accurate responses by knowing what topics are covered

When to Train

Train your agents when:

• You add new content to a knowledge source
• You update significant portions of existing content
• You want to refresh the agent's understanding of available topics
• You notice the agent isn't recognizing topics that exist in your knowledge base

Knowledge Profiles

Knowledge profiles provide summaries of what's available in each knowledge source. These profiles are created through agent training and help your agent understand what information it has access to without performing searches.

Profiles include:

• Summary of topics covered
• Example questions the knowledge source can answer
• Content type breakdown
• Key themes and concepts

You can view and edit knowledge profiles in the knowledge source settings. Profiles are automatically updated when you train your agents.

Troubleshooting

Agent Says "I Don't Know" If your agent can't find information that exists in your knowledge base:

1. Check that the knowledge source is assigned to the agent
2. Verify the content was processed successfully
3. Try rephrasing the question—semantic search works best with descriptive queries
4. Review the knowledge source content to ensure it contains the relevant information

Outdated Information If your agent provides outdated information:

1. Update the relevant knowledge source
2. Wait for re-processing to complete
3. Test the question again

Poor Search Results If search results aren't relevant:

1. Ensure content is well-structured and clear
2. Add more descriptive text to help semantic matching
3. Consider creating Q&A pairs for specific questions
4. Review knowledge profiles to verify topics are correctly identified

Next Steps

Learn how to configure Actions to enable your agent to take action beyond answering questions, or explore Configure Agent for advanced settings.