Knowledge Base
Give your agent your prices, products and policies from files, web pages, notes and FAQs
The knowledge base is everything your agent knows about your business: prices, products, delivery, returns, opening hours, FAQs. The agent answers factual questions only from it. When something isn't there, it says so and offers to have your team follow up. It never invents a price or a policy.
Open Knowledge base and choose Add a source.
Sources
| Source | What you add | Good for |
|---|---|---|
| Upload a file | PDF, Word (.docx), Excel (.xlsx), text, Markdown, CSV, JSON or HTML files, and photos (PNG, JPEG, WebP), up to 25 MB each (18 MB for PDFs and photos) | Price lists, catalogues, policies, a photo of a printed menu |
| Import from a link | One public web page, or a PDF behind a link | Your delivery page, an FAQ page, a help-center article |
| Write a note | A title and text you type | Facts that change often, special offers, internal rules |
| FAQ | Questions with their answers | The 20 questions customers ask every day |
PDFs and photos are read by AI, so a scanned price list or a photo of a menu works. Tables in Excel files and web pages are kept as rows. Old .doc, .xls and .ppt files aren't supported: save them as .docx, .xlsx or PDF.
Importing a link reads that page only. It doesn't follow the page's links. Add each page you need, up to 60 sources per agent.
Each source is processed in a few seconds. If one fails, for example because a page can't be reached, its status shows Failed with the reason. Retry a failed link or note; upload a failed file again.
Small and large knowledge bases
How the agent uses its knowledge depends on its size:
- Up to 24,000 characters in all (about 10 pages): the agent receives the whole knowledge base in every conversation. This is the most reliable setup: it knows everything at once, with no lookup delay on a call.
- More than that: the agent gets the list of your sources, and searches them before answering a factual question. It looks up the five closest passages with the built-in Knowledge search tool. Each source is cut into overlapping passages of about 1,000 characters, up to 4,000 passages per agent.
To see what the agent finds for a question, use Test the knowledge on the Knowledge base page: ask the way a customer would, and you see the passages it gets. If nothing matches, the answer is missing from your sources.
Write knowledge the agent can use
- One fact, one place. If the delivery fee to Oran is in three documents with three prices, the agent may quote any of them. Delete or update old sources.
- Name things the way customers do. "Delivery to Oran: 600 DA, 48 hours" answers "شحال التوصيل لوهران؟" better than a fee table with codes.
- Prefer an FAQ for the questions you hear every day. Short question-and-answer pairs are the easiest to find and to say aloud.
- Put facts here, not in the instructions. Instructions say how to behave. The knowledge base says what is true, and you can update it without touching the instructions.
- Any language works. The agent gives the facts in its own language. See Languages & Dialects.
Updating
Edit a note or an FAQ, delete a source, or add a new version. Every change applies to the next conversation, with no republishing. The status of each source shows Reading while it's processed, then Ready.
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