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GuidesKnowledge BasesSetting Up Knowledge Bases

Setting Up Knowledge Bases

Learn how to create and manage knowledge bases that organize your documents and make them available to your agents.

Creating a Knowledge Base

  1. Navigate to Admin Console → Knowledge Base
  2. Click “Add Knowledge Base”
  3. Enter a descriptive name (e.g., “company-policies”, “technical-docs”)
  4. Click “Create”

Organization Examples

Structure by department or function:

  • hr-policies - Employee handbook, benefits
  • engineering-docs - Technical documentation, APIs
  • customer-support - FAQs, troubleshooting guides

Uploading Documents

Supported Formats

  • PDF (.pdf), Text (.txt), CSV (.csv), SRT (.srt)
  • Maximum size: 50MB per file

Upload Methods

  1. Expand your knowledge base (click the header)
  2. Drag & drop files onto the upload area, or click “Select Files”
  3. Monitor progress - files show as Processing → Success/Error

Adding Text Manually

For quick content without files:

  1. Click “Add Text” in the expanded knowledge base
  2. Enter content in the text area
  3. Click “Upload”

Managing Documents

Search and Organization

  • Search bar - Find documents by filename or author
  • Document table - Shows name, author, status, date
  • Delete documents - Click trash icon in Actions column
  • Delete knowledge base - Click trash icon in header (⚠️ permanent)

Best Practices

  • Group related content - Keep similar documents together
  • Use descriptive names - employee-benefits-2024.pdf not document1.pdf
  • Keep content current - Replace outdated versions regularly
  • Plan agent access - Match knowledge bases to agent roles

Troubleshooting

Upload failures:

  • Check file size (under 50MB) and format (PDF, TXT, CSV, SRT)
  • Verify file isn’t corrupted by opening locally

Content not searchable:

  • Ensure file shows “Success” status
  • Verify agent has searchKnowledgeBase tool enabled
  • Confirm knowledge base is assigned to agent

Connecting to Agents

  1. Go to Agents → Select your agent → Knowledge Base section
  2. Enable specific knowledge bases or Enable all
  3. Save changes

Test by asking your agent questions about your uploaded content!

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