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Knowledge Library

The Knowledge Library is where you teach your AI agents about your business. The more relevant knowledge you add, the better your agents will answer questions.

Accessing Knowledge​

  1. Click Knowledge Base in the left menu under "AI Configuration"
  2. You'll see all your knowledge items organized by type

Types of Knowledge​

Your Knowledge Library can contain several types of information:

TypeIconDescription
Business ProfileBuildingCore business details: name, address, hours, services
FAQHelp CircleQuestion-and-answer pairs for common inquiries
WebsiteGlobeContent imported from your website
DocumentFilePDFs and text files with detailed information
TextTextCustom text content you write directly
ImageImageProduct images, diagrams, or visual materials
AudioAudioAudio files with information your agent can reference

Business Profile​

Your Business Profile is the foundation of your agent's knowledge. It contains essential business information that your agent needs to answer basic questions.

What's Included​

FieldExample
Business Name"Sunshine Plumbing"
Address"123 Main St, Portland, OR 97201"
Phone"(555) 123-4567"
Email"info@sunshineplumbing.com"
Website"www.sunshineplumbing.com"
Hours"Mon-Fri 8am-6pm, Sat 9am-2pm"
Services"Drain cleaning, water heaters, bathroom remodels"
Business Types"Plumber, Home Services"

Creating a Business Profile​

  1. Click Add Knowledge
  2. Select Business Profile
  3. Fill in your business details
  4. Click Save
One Per Account

You can only have one Business Profile. All agents in your account share it.

FAQs​

FAQs (Frequently Asked Questions) are the easiest way to improve your agent's answers. Each FAQ pairs a question with its answer.

Creating FAQs​

  1. Click Add Knowledge
  2. Select FAQ
  3. Add question-answer pairs:
    • Question: How a customer would ask it
    • Answer: The response your agent should give
  4. Click Save

Writing Effective FAQs​

Question Best Practices

Write questions the way customers actually ask them:

  • "How much does a haircut cost?" (natural)
  • "What is the price for hair cutting services?" (too formal)

Include variations if customers ask the same thing different ways. Your agent can match similar questions.

Answer Best Practices

Keep answers:

  • Conversational — Write how you'd speak
  • Specific — Include actual numbers, prices, times
  • Complete — Answer the full question
  • Brief — Don't ramble; get to the point

FAQ Examples​

Service Business:

QuestionAnswer
How much is a service call?Our standard service call is $89, which covers the first hour of diagnosis. Most repairs range from $150-$500 depending on parts needed.
Do you handle emergencies?Yes! We offer 24/7 emergency service. There's an additional $75 after-hours fee for nights, weekends, and holidays.
What areas do you serve?We serve the greater Portland metro area including Beaverton, Tigard, Lake Oswego, and Milwaukie.

Salon/Spa:

QuestionAnswer
Do I need an appointment?Yes, we're appointment-only. Walk-ins may be accepted if we have availability, but we recommend booking ahead.
What's your cancellation policy?Please give us 24 hours notice to cancel or reschedule. Late cancellations may be charged a $25 fee.
Add FAQs from Real Conversations

Review your Conversations regularly. When customers ask new questions, add them as FAQs!

Website Content​

Import content directly from your website so your agent can answer questions about your services, products, and policies.

Adding a Website​

  1. Click Add Knowledge
  2. Select Website
  3. Enter your website URL
  4. Set the Page Limit (how many pages to scrape)
  5. Click Save

Import Process​

Your website import goes through these stages:

StatusMeaning
PendingQueued for processing
ScrapingCurrently reading your website pages
TrainingConverting content into searchable knowledge
CompletedReady to use
FailedSomething went wrong (check the error message)

What Gets Imported​

The system will try to import:

  • Main pages and subpages
  • About, Services, and Pricing pages
  • FAQ and Help pages
  • Blog posts and articles

Not imported:

  • Password-protected pages
  • Very large files or media
  • Complex web applications
  • Shopping cart / checkout pages

Scheduled Re-scraping​

You can set up automatic refreshes to keep your website knowledge current:

  1. Open the website knowledge item
  2. Look for the scheduling option
  3. Set how often to refresh (daily, weekly, monthly)

Documents​

Upload PDFs and text files containing detailed information.

Supported File Types​

  • PDF — Service menus, price lists, policies, brochures
  • TXT — Plain text files

Uploading a Document​

  1. Click Add Knowledge
  2. Select Document
  3. Drag and drop your file, or click to browse
  4. Give it a descriptive name
  5. Click Save

Processing Time​

Documents are analyzed and converted to searchable knowledge. Processing time depends on document size. You'll see:

  • Processing — Being analyzed
  • Completed — Ready to use
  • Failed — Couldn't process (try a different format)
Good Documents to Upload
  • Detailed service menus with pricing
  • Price lists and catalogs
  • Policy documents (returns, cancellations, warranties)
  • Product specifications
  • Training guides or manuals
  • Legal disclaimers

Text Content​

Create custom text content directly in the dashboard.

When to Use Text​

  • Quick notes or information not in a document
  • Custom instructions for specific scenarios
  • Supplementary details that don't fit elsewhere

Adding Text​

  1. Click Add Knowledge
  2. Select Text
  3. Enter a Name for this content
  4. Write your content in the text area
  5. Click Save

Images​

Upload images that provide visual information your agent can understand and describe.

Supported Formats​

  • PNG, JPG, GIF, WebP

Use Cases​

  • Product photos with details your agent can describe
  • Diagrams or charts
  • Before/after examples
  • Menu boards or signage

Audio Files​

Upload audio content that will be transcribed and added to your knowledge base.

Supported Formats​

  • MP3, WAV, M4A

Use Cases​

  • Recorded training sessions
  • Podcast episodes about your business
  • Voice recordings with important information

Managing Knowledge​

Viewing and Filtering​

The Knowledge Library offers several ways to organize your content:

ControlDescription
View ModeSwitch between grid and list views
Sort BySort by name, date, or type
Filter by TypeShow only specific types of knowledge
Date FilterShow items from a date range
SearchFind items by name

Editing Knowledge​

  1. Click on any knowledge item
  2. Click Edit in the detail panel
  3. Make your changes
  4. Click Save

Deleting Knowledge​

  1. Click on the knowledge item
  2. Click Delete
  3. Confirm the deletion
Deletion is Permanent

Deleted knowledge cannot be recovered. Make sure you have a backup if needed.

Assigning Knowledge to Agents​

Knowledge items must be assigned to agents to be used in conversations.

From the Agent Page​

  1. Go to Agents → Select your agent
  2. Find the Knowledge Base section
  3. Click Add Knowledge
  4. Select items to assign
  5. Changes save automatically

From the Knowledge Library​

Some knowledge types (like Business Profile) may be automatically available to all agents.

Knowledge Best Practices​

Start with the Essentials

Begin with:

  1. Business Profile — Complete and accurate
  2. Top 10 FAQs — Most common customer questions
  3. Website import — If you have a website

Add more as you identify gaps.

Keep Information Current

Set a monthly reminder to:

  • Update prices when they change
  • Add seasonal services or promotions
  • Remove discontinued services
  • Add new FAQs from recent conversations
Be Specific, Not Generic

Instead of:

"We offer plumbing services"

Use:

"We offer drain cleaning ($89-$250), faucet repair ($75-$150), toilet installation ($200-$400), water heater replacement ($800-$2000), and full bathroom remodels (starting at $5000)"

Avoid Duplicate Information

Don't add the same information in multiple places. If your hours are in your Business Profile, you don't need an FAQ "What are your hours?"

The agent will find the information regardless of where it's stored.

Testing Your Knowledge​

After adding knowledge, verify it works:

  1. Go to Agents → Select your agent
  2. Open the Test Chat panel
  3. Ask questions related to your new knowledge
  4. Verify the answers are correct

If answers aren't right:

  • Check that knowledge is assigned to the agent
  • Make sure the information is clear and specific
  • Review for conflicting information
  • Try rephrasing FAQ questions

Common Questions​

How much knowledge can I add?

There's no hard limit, but quality matters more than quantity. Focus on:

  1. Most common customer questions first
  2. Information your agent needs to handle inquiries
  3. Details that require accuracy (prices, hours, policies)
Why didn't my website import correctly?

Common reasons:

  • Pages behind a login or paywall
  • JavaScript-heavy pages that don't render content server-side
  • Very large websites hitting the page limit
  • Network issues or timeouts
  • Blocked by robots.txt or rate limiting

Try importing specific important pages individually.

How quickly does new knowledge work?
  • FAQs and Text: Available within minutes
  • Website imports: May take several minutes depending on size
  • Documents: Processing time varies by file size
What if my agent gives wrong information?
  1. Check your knowledge base for incorrect data
  2. Look for conflicting information
  3. Update or remove inaccurate content
  4. Test again after making changes

If the information is correct in your knowledge but the agent is still wrong, it may be a prompt issue. Contact support.

Can I import from competitors' websites?

You should only import websites you own or have explicit permission to use. Importing competitors' content may violate copyright and terms of service.

Need Help?​