Knowledge Base

A knowledge base is a collection of documents, files, and web content that your chat agent uses to answer questions accurately. By adding sources to your knowledge base, you give your chat agent access to information it can reference when responding to users.

Prerequisites

Before you begin, ensure you have:

An account and are logged in
An organization set up
A project created
Permission to add sources (you have this if you’re the project creator or admin)

What is a Knowledge Base?

A knowledge base helps your chat agent:

Answer questions accurately by referencing your documents
Provide up-to-date information from your files and websites
Understand your business by learning from your content
Reduce errors by having access to verified information

Think of it as giving your chat agent a library of information it can read to help answer questions.

Access the Knowledge Base

Navigate to your project

After logging in, go to the Projects page from the main navigation. Find and click on the project you want to add knowledge sources to. You’ll be taken to the project dashboard.

Open Knowledge Base

Look for Knowledge Base or Sources in the project sidebar or navigation menu. Click on it to open the Knowledge Base page. You’ll see tabs at the top: Add Knowledge, Files, Domains, and URLs.

Add Knowledge Sources

Click on the Add Knowledge tab. You’ll see three options for adding sources:

Upload Files
Add URLs
Add Domains

Upload documents from your computer (PDFs, Word documents, text files, etc.).

Select Upload Files

Click on the Upload Files card. You’ll see a file upload area.

Add files

You can add files using either method:Method 1: Drag and Drop

Open the folder on your computer where your files are stored
Drag one or more files into the upload area
Drop them when you see the area highlight

Method 2: Browse

Click the upload area or the browse link
A file picker window will open
Navigate to your files and select them
You can select multiple files at once (hold Ctrl on Windows or Cmd on Mac)

Review selected files

After selecting files, you’ll see a list of all selected files. Each file shows:

File name
File size

You can remove files before uploading if you change your mind.

Upload files

Click the Upload Files button. You’ll see a progress indicator while files are uploading.

Don’t close the page while files are uploading.

Once complete, you’ll see a success message.

Supported File Types

PDF files (.pdf)
Word documents (.docx)
Text files (.txt)
CSV files (.csv)
Markdown files (.md)

File Size Limits

Maximum file size: 10 MB per file
You can upload multiple files at once

Upload files that contain information relevant to what your chat agent needs to know. Common files include: product manuals, FAQs, company policies, documentation, training materials. Make sure files are clear and well-formatted for best results.

Add individual web pages from the internet that your chat agent can read.

Select Add URLs

Click on the Add URLs card. You’ll see two modes: Single URLs and Bulk URLs.

Add URLs in Single Mode

Add a URL:

Click in the URL input field
Type or paste a web page address
Make sure it starts with http:// or https://
Example: https://example.com/help-page

Add More URLs:

Click Add Another URL to add more URL fields
You can add multiple URLs one by one
Each URL will be processed separately

Remove URLs:

Click the trash icon next to any URL to remove it
You must keep at least one URL field

Add URLs in Bulk Mode

Click the Bulk URLs button to switch modes.Paste URLs:

Copy all your URLs from a document or list
Paste them into the text area
Put each URL on a separate line

Example:

https://example.com/page1
https://example.com/page2
https://example.com/page3

Convert to Individual URLs:

Click Convert to Individual URLs to switch back to single mode
This will create separate input fields for each URL
Useful if you want to review or edit URLs individually

Validate URLs

The system checks if URLs are valid. Valid URLs show a link icon you can click to open them. Invalid URLs show an error message in red. Make sure all URLs are valid before submitting.

Submit URLs

Click the Add URLs button. You’ll see a progress indicator. Once complete, you’ll see a success message.

URL Examples

Documentation pages: https://docs.example.com/getting-started
Blog articles: https://blog.example.com/article/how-to-guide
FAQ pages: https://support.example.com/faq
Help pages: https://help.example.com/troubleshooting

Use URLs that contain useful, relevant information. Make sure the pages are publicly accessible (not behind a login). Avoid URLs that require JavaScript to display content (may not work well). Test URLs in a browser first to make sure they load correctly.

Add entire websites that the system will automatically crawl and index.

Select Add Domains

Click on the Add Domains card. You’ll see a form to add a domain.

Enter domain

Click in the Domain field. Enter the website domain (without http:// or https://).Examples:

example.com
docs.example.com
support.example.com

Don’t include www. or http:// - just the domain name.

Choose crawling strategy

You have two options:Sitemap Strategy:

Uses the website’s sitemap to find pages
Faster and more efficient
Best for well-structured websites with sitemaps
Select Sitemap from the strategy dropdown

Deep Crawl Strategy:

Starts from the homepage and follows links
More thorough but slower
Best for websites without sitemaps or when you want to crawl specific sections
Select Deep Crawl from the strategy dropdown

Configure crawl settings

Maximum Pages:

Enter the maximum number of pages to crawl
Default is usually 50 pages
Increase if you want more pages indexed

Start with a lower number and increase if needed.

Maximum Depth (for Deep Crawl):

How many levels deep to crawl from the homepage
Default is usually 3 levels
Level 1 = homepage, Level 2 = pages linked from homepage, etc.

3 levels is usually enough for most websites.

Exclude Patterns (Optional):

Add URL patterns to exclude from crawling
Examples:
- /admin/* - Excludes admin pages
- /private/* - Excludes private sections
- *.pdf - Excludes PDF files
Separate multiple patterns with commas or new lines

Set sync frequency

Choose how often to automatically re-crawl the domain. Options: Daily, Weekly, Monthly, or Never.

Set to Monthly for most websites, or Weekly for frequently updated sites.

Submit domain

Click the Add Domain button. The system will start crawling the website. This process may take several minutes depending on the website size. You can check the status in the “Domains” tab.

Use domains for websites where you want to index many pages automatically. Sitemap strategy is faster and recommended if available. Start with lower page limits and increase if needed. Exclude patterns help avoid crawling irrelevant or private pages.

View and Manage Your Sources

After adding sources, you can view and manage them in the respective tabs:

Files Tab

View all uploaded files
See file status (Processing, Synced, Failed)
See file size and upload date
Delete files you no longer need
Refresh to check for status updates

URLs Tab

View all added URLs
See URL status (Processing, Synced, Failed)
See when URLs were added and last synced
Delete URLs you no longer need
Refresh to check for status updates

Domains Tab

View all added domains
See domain status (Processing, Synced, Failed)
See crawl settings and statistics
Delete domains you no longer need
Refresh to check for status updates

Status Meanings

Processing: The source is being indexed (this can take a few minutes)
Synced: The source has been successfully indexed and is available to your chat agent
Failed: There was an error processing the source (check the error message)

Understanding Source Processing

What Happens After You Add a Source?

Upload/Submission
- Files are uploaded to secure storage
- URLs and domains are queued for processing
Processing
- The system extracts text and content from your sources
- Content is broken into smaller chunks for better understanding
- Information is indexed for fast retrieval
Ready to Use
- Once status shows “Synced”, your chat agent can use the information
- The chat agent will automatically reference these sources when answering questions

Processing Time

Small files (< 1 MB): Usually 1-2 minutes
Large files (1-10 MB): Usually 3-5 minutes
URLs: Usually 1-3 minutes per URL
Domains: Can take 10-30 minutes or more depending on size

Processing happens in the background. You can continue working while sources are being processed.

Best Practices

Choosing What to Add

Good Sources:

Product documentation and manuals
Frequently Asked Questions (FAQs)
Company policies and procedures
Training materials and guides
Help articles and tutorials
Blog posts with useful information
Support documentation

Avoid:

Personal or sensitive information
Outdated content
Duplicate information (adds no value)
Very large files with mostly irrelevant content
Password-protected or private content

Organizing Your Knowledge Base

Start small: Add a few key sources first, then expand. Keep it relevant: Only add sources that help your chat agent answer questions. Update regularly: Remove outdated sources and add new ones. Test after adding: Ask your chat agent questions to see if it uses the new sources correctly.

File Preparation

Before Uploading Files:

Make sure files are clear and readable
Remove any unnecessary pages or sections
Ensure text is selectable (not just images)
Check file size (keep under 10 MB)
Use descriptive file names

Troubleshooting

Files Won't Upload

Possible reasons and solutions:

File too large: Make sure files are under 10 MB. Split large files into smaller ones if needed
Unsupported format: Check that your file type is supported (PDF, DOCX, TXT, CSV, MD)
Network issues: Check your internet connection and try again
Browser issues: Try refreshing the page or using a different browser

URLs Won't Add

What to check:

Make sure URLs start with http:// or https://
Verify the URL is accessible (try opening it in a browser)
Check that the page doesn’t require login
Make sure the URL is valid (no typos)

Sources Show Failed Status

What to do:For files:

Check if the file is corrupted or in an unsupported format
Try re-uploading the file
Make sure the file contains readable text (not just images)

For URLs:

Verify the URL is accessible
Check if the page requires JavaScript (may not work)
Try accessing the URL in a browser first

For domains:

Check if the domain is accessible
Verify the domain doesn’t block crawlers
Try reducing the maximum pages or depth settings

Sources Taking Too Long to Process

What to know:

Processing can take several minutes, especially for large files or domains
Check back in a few minutes - processing happens in the background
If a source is stuck in “Processing” for more than 30 minutes, try deleting and re-adding it
Large domains can take an hour or more to fully crawl

Chat Agent Not Using Sources

What to check:

Make sure sources show “Synced” status (not “Processing” or “Failed”)
Wait a few minutes after sources are synced for the chat agent to update
Check your chat agent’s prompt - make sure it’s configured to use knowledge sources
Try asking specific questions that should be answered by your sources

Managing Your Knowledge Base

Deleting Sources

Go to the appropriate tab

Navigate to the Files, URLs, or Domains tab.

Find the source

Locate the source you want to delete in the list.

Delete the source

Click the delete/trash icon next to the source. Confirm deletion when prompted.

Deleted sources are permanently removed and cannot be recovered.

Refreshing Sources

Click the Refresh button at the top of the page. This updates the status of all sources. Useful to check if processing has completed.

Re-syncing Sources

For domains with automatic sync enabled, they will re-crawl automatically
For files and URLs, you may need to delete and re-add them if content changes

Keep track of when you add sources so you know when to update them.

Tips for Success

Start with Key Information

Begin by adding your most important documents (FAQs, product info, policies). Test your chat agent to see how well it uses the sources. Add more sources based on what questions users are asking.

Keep Sources Updated

Remove outdated information. Add new documents as your business evolves. Update URLs if pages move or change.

Quality Over Quantity

It’s better to have a few high-quality, relevant sources than many irrelevant ones. Focus on sources that directly help answer user questions. Review and clean up your knowledge base regularly.

Test Your Knowledge Base

After adding sources, test your chat agent with questions that should be answered by those sources. If the chat agent doesn’t use the sources correctly, check:

Source status (should be “Synced”)
Source content (make sure it’s relevant)
Chat agent prompt (should encourage using knowledge sources)

Summary

Setting up a knowledge base involves:

Access the Knowledge Base from your project
Add sources using one of three methods:
- Upload files from your computer
- Add individual URLs
- Add entire domains for automatic crawling
Wait for processing (sources are indexed in the background)
Verify sources are synced (check status in the respective tabs)
Test your chat agent to ensure it uses the knowledge base correctly

The knowledge base is a powerful tool that helps your chat agent provide accurate, helpful answers by referencing your own content. Start with a few key sources and expand as needed!

Quick Reference

Supported File Types:

PDF (.pdf)
Word Documents (.docx)
Text Files (.txt)
CSV Files (.csv)
Markdown (.md)

File Size Limit: 10 MB per file Source Types:

Files: Upload documents from your computer
URLs: Add individual web pages
Domains: Add entire websites for automatic crawling

Processing Time:

Files: 1-5 minutes
URLs: 1-3 minutes each
Domains: 10-30+ minutes depending on size

Status Types:

Processing: Being indexed
Synced: Ready to use
Failed: Error occurred (check and retry)

Getting Started

Organization

Projects

Chat Agent

Voice Agent

Prerequisites

What is a Knowledge Base?

Access the Knowledge Base

Add Knowledge Sources

Supported File Types

File Size Limits

URL Examples

View and Manage Your Sources

Files Tab

URLs Tab

Domains Tab

Status Meanings

Understanding Source Processing

What Happens After You Add a Source?

Processing Time

Best Practices

Choosing What to Add

Organizing Your Knowledge Base

File Preparation

Troubleshooting

Managing Your Knowledge Base

Deleting Sources

Refreshing Sources

Re-syncing Sources

Tips for Success

Start with Key Information

Keep Sources Updated

Quality Over Quantity

Test Your Knowledge Base

Summary

Quick Reference

Getting Started

Organization

Projects

Chat Agent

Voice Agent

​Prerequisites

​What is a Knowledge Base?

​Access the Knowledge Base

​Add Knowledge Sources

​Supported File Types

​File Size Limits

​URL Examples

​View and Manage Your Sources

​Files Tab

​URLs Tab

​Domains Tab

​Status Meanings

​Understanding Source Processing

​What Happens After You Add a Source?

​Processing Time

​Best Practices

​Choosing What to Add

​Organizing Your Knowledge Base

​File Preparation

​Troubleshooting

​Managing Your Knowledge Base

​Deleting Sources

​Refreshing Sources

​Re-syncing Sources

​Tips for Success

​Start with Key Information

​Keep Sources Updated

​Quality Over Quantity

​Test Your Knowledge Base

​Summary

​Quick Reference

Prerequisites

What is a Knowledge Base?

Access the Knowledge Base

Add Knowledge Sources

Supported File Types

File Size Limits

URL Examples

View and Manage Your Sources

Files Tab

URLs Tab

Domains Tab

Status Meanings

Understanding Source Processing

What Happens After You Add a Source?

Processing Time

Best Practices

Choosing What to Add

Organizing Your Knowledge Base

File Preparation

Troubleshooting

Managing Your Knowledge Base

Deleting Sources

Refreshing Sources

Re-syncing Sources

Tips for Success

Start with Key Information

Keep Sources Updated

Quality Over Quantity

Test Your Knowledge Base

Summary

Quick Reference