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Knowledge Base

Overview​

The Knowledge Base is the agent's trusted source for business facts. It is separate for each agent, so only add information relevant to the customer experience that agent owns. Use it for websites, files, notes, and Q&A that should ground answers without stuffing the system prompt.

Add a source​

Each source type fits a different kind of material. Use Web or Files for longer source material. Use Text for information that does not live elsewhere. Use Q&A when an exact customer question needs a concise, controlled answer.

Choose a source type from Sources: Web for public website content, Files for supported documents, Text for a focused note or policy, or Q&A for a direct question and approved answer.

  1. Open Knowledge Base.
  2. Choose a source type from Sources.
  3. Add the source and wait for processing to complete.

Build a reliable source set​

Prioritize pricing, policies, hours, and escalation boundaries. Remove outdated or duplicated information — if two sources disagree, the agent may not know which is current.

Watch storage usage​

The Storage limit panel shows how much space your sources consume and what your plan allows.

  1. Open the Storage limit panel in Knowledge Base.
  2. Review the number and size of sources by type, total storage used, and the allowance for the agent's plan.
  3. Remove unused large files to free space for current material.

Test the result​

Confirm answers stay accurate and grounded before you rely on the agent in production.

  1. Open Agent Setup.
  2. Choose Test agent.
  3. Ask the same question several ways.
  4. Ask one question that is intentionally absent so the agent does not invent an answer.
warning

Do not upload secrets, private credentials, or information that customers should never receive. Treat every source as available to the customer-facing agent.

Use Workflows when a request needs a defined action instead of a knowledge answer.

AgentPrompt, model, tone, and publish controls