Build a knowledge base your agents answer from

A knowledge base is what your agents know about your business: prices, hours, policies and the questions you are always asked. Everything you add is read and indexed, so an agent finds the right passage instead of guessing. The inbox assistant, the voice agent, workflow agents and review replies all answer from the bases you give them, and one base can be shared by all of them.

Before you start

• You are an owner or an admin.
• What you want the agents to know, in plain words. Short, specific pages work better than long formal documents.

Steps

1. Open AI Agents › Knowledge. The line at the top shows how many bases your plan allows and how many characters are indexed, for example "1 of 3 knowledge bases on your plan".
2. Under New knowledge base, type a name, for example "Prices and services", and press Create. The new base opens.
3. Pick a tab for the first thing to add, fill it in and press Add. A message says "Added. The assistant is reading it now." - Website: type the page's Address, for example wickandember.co.uk/workshops. That page and up to twenty pages on the same site are read. Anything behind a login is not. - FAQ: one question per line starting Q:, and its answer on the next line starting A:, with a blank line between pairs. - Table: paste rows with a header line first, separated by commas or tabs, for example Workshop,Price,Length. Each row is read on its own, so a price list can answer a question about one price. - Text: anything the agent should be able to quote, such as your refund policy or what you do not take on. - Files: choose a .txt, .md, .csv, .pdf or .docx file up to 10 MB. You can give each one a name under Name it (optional).
4. Watch the list under the form. Each source shows its status: Queued, Reading…, Ready or Could not be read. A ready source shows how many pieces and characters were read.
5. In Test what it would find, type a question a customer might ask, for example "Are you open on a Saturday?", and press Test. The passages the agent would see are listed, each marked as a strong, fair or weak match.
6. Attach the base to your agents: on each agent's page, tick it under Knowledge the assistant may use, then save that agent.

What happens next

Agents answer only from the bases attached to them. When a customer asks something no attached base covers, the question is saved in the base's Gaps tab for you to answer once (see Answer the questions your assistant could not).

To bring a source up to date after you change your website or file, press Reindex beside it. Delete removes it from the base.

Indexing is charged as a small amount of AI usage. Your plan sets how many bases you can have and how many characters they can hold.

The number of bases on each plan: 1 on Free, 3 on Launch, 10 on Unlimited and 15 on Resell.

For agencies

A base belongs to the account it was made in. Build each client's base inside their account (Sub-accounts › Open).

Troubleshooting

A source says "Could not be read". The reason is shown under it. For a PDF or Word file, paste the text into a Text source instead. For a web page, check it is public and the address is complete.

The agent cannot find something I added. The source is still reading, or it is in a base that is not attached to that agent. Wait for Ready, then check the agent's Knowledge the assistant may use.

Test says "Nothing in this base is close to that question." Nothing answers it yet. Add a short FAQ pair with the exact answer, or press Reindex on a source that is not ready.

"That file is larger than 10 MB." Split it, or paste the part the agent needs as text.

There is no Create button, only "Your plan allows 3 knowledge bases." You have reached your plan's limit. Delete a base, add to one you already have, or move to a larger plan.

"Only the account owner or an admin can change what the assistant knows." You are a member. Ask an owner or an admin.

Related

• Answer the questions your assistant could not
• Set up the inbox assistant to draft your replies
• Set up the voice agent to answer your phone
• Set up review replies