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Knowledge Bases

Knowledge Bases are structured repositories of static information—such as documents, FAQs, or policies—that enhance your agent’s ability to answer domain-specific queries accurately.

They act as a reference layer for the agent to understand and respond with contextually accurate information. This is especially useful in regulated industries or support-heavy environments where precision and consistency are critical.

Examples include your company’s terms & conditions, disclaimers, onboarding guides, FAQs, or any other relevant documentation.

Create Your First Knowledge Base​

Click the New Knowledge Base button at the top of the Knowledge Bases page.

Knowledge Bases Page

You will be redirected to the Create page:

Fill in the following fields:

  • Knowledge Base Name – The display name of your knowledge base. Use a name that reflects its content or use-case (e.g., Returns Policy, Insurance FAQs).
  • Description – A brief explanation of what this knowledge base contains. This helps your team quickly understand its purpose.

Create KB Page

Files​

Upload a file up to 2 MB in size. Accepted formats: PDF or TXT.

Files Knowledge Base Page

Once uploaded, the file will appear in a list. You can remove it anytime by clicking the Delete icon.

Files Knowledge Base Uploaded

Questions & Answer Pair​

Click the Questions & Answer Pair tab to manually input common questions and their answers. These entries help the agent provide fast and precise responses.

  • Click Add New Questions & Answer Pair
  • Input your question and answer, then click Add

Questions & Answer Pair Create Page

You can edit a Questions & Answer Pair later by clicking the ⋮ (three-dot) menu and selecting Edit. The row becomes editable—update your content and click Update.

Questions & Answer Pair Edit Page

Click Create to finish setting up your knowledge base.

Knowledge Base Status​

Once you create a knowledge base, it may take a few minutes to activate. This delay is due to backend processing.

During this time, you'll see a status badge:

  • Pending – Processing in progress
  • Active – Ready to be used and linked to actions
Too long to change status

If the status remains stuck at Pending, try opening the knowledge base and clicking Update to refresh the status.

Edit Knowledge Base​

On the main Knowledge Bases page, click the ⋮ (three-dot) menu on any knowledge base card to Edit or Delete it.

Knowledge Base Edit

  • Edit – Modify the name, description, uploaded files, or Questions & Answer Pairs.
  • Delete – Permanently removes the knowledge base.

Knowledge Base Delete

Don't forget to update after editing Questions & Answer Pair

Just editing the Questions & Answer Pair alone is not enough—make sure to click on Update at the bottom of the knowledge base form to save all changes.

Linked Knowledge Bases cannot be deleted

If a knowledge base is linked to an action, it cannot be deleted. You must first unlink it from the action.

Take care

Once deleted, a knowledge base cannot be recovered.