Knowledge Base Overview

The Knowledge Base is a repository of documents and videos that your AI agents use to understand your product. By uploading product documentation, guides, FAQs, and training videos, you give agents the context they need to provide accurate, relevant responses.

What goes in the Knowledge Base?

The Knowledge Base supports two content types:

• Documents — PDF, Word (.docx), TXT, HTML, and Markdown files. These are processed and indexed so agents can retrieve relevant information during conversations.
• Videos — MP4, MOV, WebM, MKV, and FLV files, as well as YouTube and Vimeo links. Videos are transcribed and indexed, making their content searchable and accessible to agents.

How agents use Knowledge

Knowledge items must be explicitly assigned to agents to be useful. An agent only has access to the knowledge you link to it — it won’t automatically see everything in your Knowledge Base.

When a user asks a question through a widget or the playground, the agent searches its assigned knowledge to find relevant context, then uses that information to craft a response.

Note

An unassigned knowledge item sits in your Knowledge Base but won’t be used by any agent. Make sure to assign knowledge to the agents that need it.

What to upload

Use the Knowledge Base to give agents context about:

• Product features — How your app works, what each feature does, and how users interact with it.
• Workflows — Step-by-step processes that users follow to accomplish tasks.
• FAQ answers — Common questions and their answers, so agents can respond instantly.
• Troubleshooting steps — Known issues, error messages, and how to resolve them.
• Onboarding guides — Getting started materials that help agents assist new users.

Tip

The more structured and well-organized your documents are, the better agents can retrieve and reference the right information. Use clear headings, concise sections, and descriptive titles.