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Knowledge Base Overview

Your Knowledge Base is your agent’s brain. It’s where you store all the information your agent should know about your business—products, policies, FAQs, documentation, etc. The better your Knowledge Base, the smarter your agent.

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What is a Knowledge Base?

Think of your Knowledge Base like a library. When a customer asks your agent a question, the agent searches this library for the answer and shares what it finds. Without a Knowledge Base, your agent is generic. With one, your agent becomes an expert on YOUR business. Your agent can learn from:
  • Product catalogs and descriptions
  • Pricing and availability
  • Return and refund policies
  • Shipping information
  • FAQ documents
  • Blog posts and articles
  • Your website content
  • Anything else you want customers to know

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How It Works (Simple Version)

  1. You add content - Upload documents or add your website
  2. Agent learns it - Agent reads and understands your information
  3. Customer asks - “Do you have blue widgets in size L?”
  4. Agent searches - Looks through your knowledge base
  5. Agent answers - Gives customer an accurate answer based on YOUR info
That’s it. No complex technical stuff you need to understand.

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What You Can Add

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Documents

  • PDF files (manuals, guides, policies)
  • Word documents (.docx)
  • Text files (.txt) and markdown files (.md)
  • CSV files with product data

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Websites

  • Your entire website (auto-crawled)
  • Single pages
  • Multiple pages
  • Your product catalog pages
  • FAQ pages
  • Blog posts

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Examples of Good Content

  • “Our return policy is 30 days”
  • “Widget A costs 99,WidgetBcosts99, Widget B costs 149”
  • “We ship within 2 business days”
  • “Common questions: How do I reset my password?”
  • Product specifications and features

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Why It Matters

Better Customer Experience
  • Instant answers to common questions
  • No waiting for human support
  • Accurate information every time
Fewer Support Tickets
  • Your team handles fewer questions
  • Agent solves common issues automatically
  • Your team focuses on complex problems
Consistent Information
  • Everyone gets the same correct answer
  • No conflicting information
  • No outdated pricing or policies
Open 24/7
  • Agent answers questions anytime
  • Night, weekends, holidays
  • No human needed

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Real Examples

Example 1: FAQ You upload a FAQ document:
  • Q: What’s your return policy? A: 30 days for refund
  • Q: How much is shipping? A: Free for orders over $50
Customer asks: “Can I return something?” Agent answers: “Yes! You have 30 days to return items for a refund.” Example 2: Website You add your website URL. Agent crawls and learns from:
  • Your product pages
  • Your pricing page
  • Your support documentation
  • Your blog posts
Customer asks: “How much is the blue widget?” Agent finds it on your product page and answers with the exact price. Example 3: Product List You upload a CSV with 200 products:
  • Product Name
  • Price
  • Category
  • Description
Customer asks: “Show me headphones under $100” Agent searches the list and shows matching products.

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Getting Started

  1. Upload Documents - Add PDFs, Word docs, spreadsheets
  2. Add Websites & URLs - Crawl your website automatically
  3. Train Your Agent - Test and improve your agent’s answers
Pro Tip: Start with your most important information. Add your FAQ, product details, and key policies first. You can add more later. A focused Knowledge Base works better than a huge messy one.