Knowledge Bases

A Knowledge Base is a collection of documents, FAQs, and instructions that your agent uses to answer questions accurately. Think of it as your agent's training manual.

Why Knowledge Bases Matter

Without a knowledge base, your agent relies only on its general training. With a knowledge base, it becomes an expert in your specific business:

Accuracy: Answers are grounded in your actual policies and procedures.
Consistency: All agents reference the same source of truth.
Control: You decide what information the agent has access to.
Updates: Change your knowledge base without retraining the agent.

Creating a Knowledge Base

Step 1: Navigate to Knowledge Bases

In the dashboard, click Knowledge Bases in the sidebar.

Step 2: Create a New Base

Click New Knowledge Base and give it a name (e.g., "Support FAQs" or "Product Documentation").

Step 3: Add Documents

You can add documents in several ways:

Upload Files

PDF: Upload product manuals, guides, or policies.
Word Documents: Upload .docx files with your procedures.
Text: Paste raw text or markdown content.

Link External Sources

Help Center: Link to your Zendesk, Intercom, or custom help center.
Website: Provide a URL and we'll crawl the content.
Google Docs: Share a link to a Google Doc (read-only).

Step 4: Assign to Agents

Once your knowledge base is created, assign it to your agents:

Go to your agent's settings
Click Knowledge Base
Select the knowledge base from the dropdown

Best Practices

Organize by Topic

Structure your knowledge base logically:

Support FAQs
├── Billing & Payments
├── Account Management
├── Technical Issues
└── Refunds & Cancellations

Keep It Updated

Regularly review and update your knowledge base:

Remove outdated information
Add new FAQs based on support tickets
Update pricing or policies immediately

Be Specific

Instead of generic information, include:

Exact product names and versions
Specific pricing and discount rules
Step-by-step procedures with screenshots
Common error messages and solutions

Use Clear Formatting

Use headings and subheadings
Use bullet points and numbered lists
Include examples and use cases
Highlight important warnings or notes

Example Knowledge Base Entry

# Refund Policy

## Eligibility
- Refunds are available within 30 days of purchase
- Product must be unused and in original condition
- Refunds are issued to the original payment method

## How to Request a Refund
1. Log in to your account
2. Go to Order History
3. Click "Request Refund" next to the order
4. Select a reason and submit

## Processing Time
- Refunds are processed within 5-7 business days
- You will receive an email confirmation