Knowledge Base

The knowledge base is the foundation of your AI agent. Upload your support docs, FAQs, and product guides so the AI can answer customer questions accurately and cite its sources.

Supported Formats

Markdown (.md)

Best for structured docs with headings, lists, and code blocks.

Plain Text (.txt)

Simple text files. Good for FAQs and short articles.

Word Documents (.docx)

Microsoft Word files are automatically converted to text.

Paste / Manual Entry

Paste content directly into the dashboard editor.

How to Upload Documents

Navigate to Project Settings → Knowledge Base in the admin dashboard
Click Add Document and choose your upload method (file upload or paste)
Give your document a descriptive title and an optional source URL
Click Save. The document is immediately available to the AI.

You can upload as many documents as you need. There is no limit on the number of documents per project.

How the AI Uses Documents

Standard Mode

By default, all knowledge base documents are loaded into the AI's context when a conversation starts. The AI reads the full content and uses it to answer questions. This approach works well for knowledge bases up to about 50,000 words.

Agentic Mode (Tool Use)

When Agent Tools are enabled in project settings, the AI uses a search-based approach instead. Rather than loading all documents at once, the AI calls a search_knowledge_base tool to find relevant passages on-demand. This scales better for large knowledge bases.

Citations

When citations are enabled, the AI includes source references in its responses. Visitors see clickable links to the original documentation, which builds trust and allows self-service exploration.

Vector Embeddings (RAG)

For projects with embeddings enabled, documents are chunked and converted into vector embeddings. This enables semantic search: the AI finds the most relevant passages based on meaning rather than exact keyword matching. Chunks respect paragraph and sentence boundaries with configurable overlap for context continuity.

Best Practices

Use clear headings

Structure your docs with descriptive headings (H1, H2, H3). This helps the AI understand the organization of your content and find relevant sections.

Write in Q&A format

For FAQs, use a question-and-answer format. The AI performs best when the document structure matches how customers ask questions.

Keep documents focused

Create separate documents for separate topics (e.g., one for pricing, one for shipping, one for returns). This improves retrieval accuracy in agentic mode.

Include source URLs

Add source URLs to your documents so citations link to the original page on your site. This helps visitors verify information and explore further.

Update regularly

Keep your knowledge base up to date. Outdated information leads to incorrect answers and poor customer experience. Each document shows its last-updated date.