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Knowledge bases

How to create a knowledge base for the AI (website, files and FAQs)

In AI Agents › Knowledge Base, create a knowledge base, click Add Source and add your website, DOC, DOCX or PDF files, FAQs or text you write yourself. Then connect the knowledge base to your AI agent.

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Before you start

  • You need permission to manage knowledge bases. View-only users don't see the management buttons.
  • Gather your approved content: website address, documents (DOC, DOCX or PDF with selectable text) and the questions customers ask most.
  • Remove sensitive or outdated information from documents before uploading them.
Where to find it

AI Agents › Knowledge Base › Create New › Add Source

Step by step

Create the knowledge base

  1. In the left menu, open AI Agents and click the Knowledge Base tab.
  2. Click Create New, enter a name and description (for example, "Clinic – services and policies") and save. To add to an existing knowledge base, open it instead.
  3. The knowledge base opens on the Summary view, with a tab for each source type.

Add your website

  1. Click Add Source › Web Crawler.
  2. Choose the type:
    • Exact URL: just that page;
    • All URLs with the Path: every page under a path (for example, /services);
    • All URLs in this Domain: the whole site.
  3. Paste the address and click Extract Data.
  4. When it finishes, click View All Pages, check the pages you want (or all of them) and click Train Bot.

Add files

  1. Click Add Source › File Upload.
  2. Drag in or browse for your DOC, DOCX or PDF files and click Upload Files.
  3. Wait until the status changes to Processed.

Add FAQs or text

  1. Click Add Source › FAQ and type each question with its answer.
  2. For free text (for example, hours and policies), use Rich Text, write in the editor and click Save.

Connect the knowledge base to the agent

  1. Open the agent in AI Agents › Conversation AI or Voice AI.
  2. In the knowledge base section, pick the knowledge base you created and save.
  3. Test with real customer questions.

Tips

  • Use clear headings in your documents: the AI finds answers more easily when the text is split into sections.
  • Images inside files aren't read. Write out as text any information that only exists in an image.
  • Google Docs need to be exported as DOCX or PDF before uploading.
  • Delete old sources when you update a document, so the AI doesn't mix versions.

Common problems

  • I created the knowledge base but the AI doesn't use it → Knowledge bases aren't connected automatically. Open the agent and pick the knowledge base in its knowledge base section.
  • The file won't upload → Make sure it's DOC, DOCX or PDF, isn't password-protected and isn't corrupted. Export it again and re-upload.
  • The PDF uploaded but the AI can't find the content → The PDF may be scanned (image only). Convert it to selectable text or copy the information into a Rich Text entry.
  • Some website pages aren't picked up → Only public content is read. Pages behind a login aren't read. Try All URLs in this Domain or add the page with Exact URL.
  • The AI answers with old information → Delete the outdated source, upload the new version and test again.

Frequently asked questions

Can I use the same knowledge base in several agents?

Yes. Knowledge bases are shared and can be connected to multiple conversation and voice agents.

How long until new content is available?

Files are usually available right away or within about a minute, depending on their size.

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