AI Knowledge Base

The Knowledge Base is a collection of information that powers your AI Agents. It contains Q&A pairs, web page content, and documents that the AI uses to answer customer questions accurately using Retrieval-Augmented Generation (RAG) technology.

Key Concepts

• Q&A Pairs - Manually created question and answer combinations that provide the highest quality guidance for the AI.
• Web Pages - Content automatically extracted from your website URLs.
• Documents - Uploaded PDFs, Word docs, or text files with extracted content.
• Knowledge Gaps - Questions that users asked but the AI could not answer, helping you identify missing information.

Knowledge Base Management

Knowledge Bases are containers for all the information your AI uses to answer questions. You can create multiple Knowledge Bases for different departments, products, or topics.

Understanding Content Quality

The quality of your AI's responses depends directly on the quality of content in your Knowledge Base. The old programming adage "garbage in, garbage out" is especially true for AI systems—well-organised, clearly written content produces accurate, helpful responses, while disorganised or incomplete content leads to confused or incorrect answers.

Your Knowledge Base can contain three types of content, each with different strengths:

Q&A Pairs (Highest Quality)

Manually created Q&A pairs provide the highest quality responses because they are structured, precise, and written exactly how you want the AI to respond. Each Q&A pair contains a clear question (written as your customers would ask it) and a carefully crafted answer. This structured format makes it easy for the AI to match customer questions to the correct response. Start your Knowledge Base with Q&A pairs covering your most frequently asked questions.

Documents (Good Quality)

Uploaded documents (PDFs, Word files, text files) are processed and broken into searchable chunks. Documents work well when they contain factual, instructional content such as product manuals, policy documents, how-to guides, and technical specifications. The AI extracts text content from these files—note that images, tables, and diagrams within documents are not included in the training data, only the text.

Web Pages (Variable Quality)

Web page content is automatically crawled and extracted from URLs you provide. However, not all website content is suitable for AI responses. The quality depends heavily on what type of pages you include.

When crawling websites, use the View button to review which pages were included, and delete any pages that contain unsuitable content. Always use the Test AI feature to verify the quality of responses before deploying to customers.

Create New Knowledge Base

Creates a new empty Knowledge Base that you can populate with Q&A pairs, web pages, or documents.

Steps:

1. Click the Create New button next to the Knowledge Base dropdown.
2. Enter a descriptive name for your Knowledge Base (e.g., "Product Support", "Sales FAQ").
3. Click Create to save the new Knowledge Base.

Result: A new empty Knowledge Base is created and automatically selected.

Select Knowledge Base

Switch between different Knowledge Bases to view and manage their content.

Steps:

1. Click the Knowledge Base dropdown menu.
2. Select the Knowledge Base you want to work with.

Result: The page refreshes to show content from the selected Knowledge Base.

Delete Knowledge Base

Permanently removes a Knowledge Base and all its content.

Steps:

1. Select the Knowledge Base you want to delete from the dropdown.
2. Click the Delete button.
3. Confirm the deletion when prompted.

Rename Knowledge Base

Change the name of an existing Knowledge Base.

Steps:

1. Select the Knowledge Base you want to rename from the dropdown.
2. Click the Rename button.
3. Enter the new name in the dialog that appears.
4. Click Save to apply the new name.

Result: The Knowledge Base is renamed and the dropdown refreshes to show the new name.

Copy Knowledge Base

Create a complete duplicate of an existing Knowledge Base, including all its content.

Steps:

1. Select the Knowledge Base you want to copy from the dropdown.
2. Click the Copy button.
3. Enter a name for the copy (defaults to "Copy of [original name]").
4. Click Create Copy to start the duplication.

Result: A new Knowledge Base is created with all the content from the original, including Q&A pairs, web pages, and documents. The original Knowledge Base remains unchanged.

Q&A Pairs Tab

Q&A Pairs are manually created questions and answers that provide the most structured, high-quality guidance for the AI. They are the foundation of an effective Knowledge Base.

Add Q&A Pair

Create a new question and answer entry in your Knowledge Base.

Steps:

1. Click the Add Q&A Pair button.
2. In the Question field, enter the question as your customers would phrase it.
3. In the Answer field, provide a clear, helpful response.
4. Click Save Changes to add the Q&A pair.

Edit Q&A Pair

Modify an existing question and answer.

Steps:

1. Find the Q&A pair you want to edit in the table.
2. Click the Edit button (pencil icon) in the Actions column.
3. Update the Question or Answer as needed.
4. Click Save Changes to update the entry.

Delete Q&A Pair

Permanently remove a question and answer from the Knowledge Base.

Steps:

1. Find the Q&A pair you want to delete.
2. Click the Delete button (trash icon) in the Actions column, OR click Edit and then click Delete this Q&A.
3. Confirm the deletion when prompted.

Search Q&A Pairs

Filter the Q&A list to find specific entries.

Steps:

1. Type your search term in the search box above the Q&A table.
2. Results filter automatically as you type (after a brief delay).
3. Press Enter for immediate search.
4. Click the X button to clear the search and show all entries.

Sort Q&A Pairs

Change the order of Q&A pairs by creation date.

Steps:

1. Click the Created column header in the table.
2. Click again to toggle between ascending (oldest first) and descending (newest first) order.

Load More Q&A Pairs

Load additional Q&A pairs when there are more than 50 entries.

Steps:

1. Scroll to the bottom of the Q&A table.
2. Click the Load More button to load the next batch of entries.

Bulk Import Q&A Pairs via CSV

Import multiple Q&A pairs at once from a CSV file.

Steps:

1. Click the Load CSV button.
2. Click Choose file and select your CSV file.
3. Click Upload & Import to process the file.

Web Pages Tab

Add URLs to automatically crawl and extract content from your website. The AI will use this content to answer questions about information on your web pages.

Add URL

Add a web page URL to crawl and extract content.

Steps:

1. Click the Add URL button.
2. Enter the full URL including https:// (e.g., https://example.com/page).
3. Optionally enable Crawl linked pages to follow links on the page.
4. If crawling enabled, select the Crawl Depth (1-5 levels).
5. Click Add URL to start the crawl.

View Crawled Pages

View all pages that were crawled from a URL.

Steps:

1. Find the URL entry in the Web Pages table.
2. Click the View button (eye icon) in the Actions column.
3. Use the filter box to search for specific pages.
4. Click a page's Delete button to remove only that specific page's content.

Delete Web Page

Remove a URL and all its crawled content from the Knowledge Base.

Steps:

1. Find the URL entry you want to delete.
2. Click the Delete button (trash icon).
3. Confirm the deletion when prompted.

Refresh Web Pages

Reload the list of web pages to see updated statuses.

Steps:

1. Click the Refresh button.

Documents Tab

Upload documents to extract their content for the AI. The system will process the document and break it into searchable chunks.

Upload Document

Upload a document file to extract content for the AI.

Steps:

1. Click the Upload Document button.
2. Click Choose file and select your document.
3. Verify the file name and size appear correctly.
4. Click Upload & Process to upload and extract content.

Delete Document

Remove a document and all its extracted content.

Steps:

1. Find the document in the Documents table.
2. Click the Delete button (trash icon).
3. Confirm the deletion when prompted.

Refresh Documents

Reload the list of documents to see updated processing statuses.

Steps:

1. Click the Refresh button.

Test AI

Test how the AI responds to questions using your Knowledge Base. This is essential for verifying that your content produces accurate, helpful responses before deploying to customers.

Open Test AI

Open the Test AI dialog to interact with your Knowledge Base.

Steps:

1. Click the Test AI button at the top of the page.

Ask a Question

Submit a test question to see how the AI responds.

Steps:

1. Type your question in the Ask a Question text area.
2. Click Ask or press Enter to submit.
3. View the AI's response in the conversation area.
4. Review the "Latest Response Details" panel to see which content sources were used.

Clear Conversation

Clear the conversation history and start fresh.

Steps:

1. Click the Clear button above the conversation area.

Understanding Classifications

When the AI cannot answer or detects special intent, you'll see classification badges:

Classification	Meaning	Bot Response
Human	User wants to speak to a human agent	Routes chat to live agent
Gratitude	User said "thank you"	Uses gratitude message
Greeting	User said "hello"	Uses greeting message
Off Topic	Question outside Knowledge Base scope	Uses off-topic message
Clarification Needed	Message is vague but seems business-related (e.g., "I have a problem", "help")	Asks user for more details
Unknown	Message could not be classified into any known category	Uses "Can't answer" message

View Knowledge Gaps

Knowledge Gaps show questions that real users asked but the AI could not answer. Reviewing these helps you identify missing information in your Knowledge Base.

Open View Gaps

Open the Knowledge Gaps dialog to see unanswered questions.

Steps:

1. Click the View Gaps button at the top of the page.

Create Q&A from Gap

Use an unanswered question to create a new Q&A pair.

Steps:

1. Find a gap question you want to address.
2. Click the Add button (plus icon).
3. The Q&A editor opens with the question pre-filled.
4. Enter the appropriate answer.
5. Click Save Changes to add the Q&A pair.

Delete Gap

Remove a gap entry without creating a Q&A pair.

Steps:

1. Find the gap you want to remove.
2. Click the Delete button (trash icon).
3. Confirm the deletion when prompted.

Best Practices

Building Effective Knowledge Bases

• Start with Q&A Pairs - Manually created Q&As provide the highest quality responses. Begin with your most frequently asked questions.
• Use Natural Language - Write questions exactly as customers phrase them, using their terminology and vocabulary.
• Keep Answers Concise - Aim for clear, direct answers. Long responses may confuse users.
• Test Regularly - Use the Test AI feature to verify responses before and after making changes.
• Review Gaps Weekly - Check Knowledge Gaps regularly to identify and address missing information.
• Curate Web Content - Not all web page content is suitable. Review and remove pages that produce poor responses.
• Use Multiple Knowledge Bases - Create separate Knowledge Bases for different topics, products, or departments.

Status Indicators

Web Pages and Documents show processing status badges:

Status	Meaning
Pending	Waiting to be processed
Processing / Crawling	Currently being processed
Completed	Processing finished successfully
Failed	An error occurred during processing

Keyboard Shortcuts

Use these keyboard shortcuts to work more efficiently:

Shortcut	Location	Action
Enter	Test AI dialog	Submit question
Shift + Enter	Test AI dialog	Add new line in question
Ctrl/Cmd + C	Test AI conversation	Copy conversation as JSON
Enter	Search box	Trigger immediate search

Related Topics

• Chatbot Flows
• Chatbot Guide