Knowledge base

A knowledge base is the set of facts your agent can look up while it talks to a prospect: your documents, the pages of your website, and the questions and answers you write yourself. The agent reads it at reply time and only uses what is relevant to the message it is answering.

What a knowledge base can contain

Source	What it is for	Where it lives
Documents	PDFs, Word files, text files, CSV exports: price lists, brochures, terms.	The Documents section of the knowledge base.
Websites	Your site, read page by page. The agent knows what is on it.	The Websites section.
Q&A lists	Questions and answers written by hand: FAQs, objections, precise wording.	The Q&A lists section.

A campaign uses one knowledge base at a time. The same knowledge base can be connected to several campaigns.

Create a knowledge base

1. Open Knowledge Base in the sidebar.
2. Click Create.
3. Give it a Name (for example “Product documentation”) and click Create.

You land directly inside the new knowledge base. It is empty until you add a source.

Add documents

1. In the Documents section, drop a file or click the upload zone.
2. Wait for the status to switch to Ready.

Accepted formats: PDF, DOCX, DOC, HTML, TXT, MD and CSV. One file cannot exceed 50 MB.

Status	Meaning
Pending	The file is uploaded and waiting to be read.
Processing	The file is being cut into passages and indexed.
Ready	The agent can use it.
Error	Something went wrong. The reason is shown under the file name.

Uploading a file with the same name as an existing one asks you to Replace it. Deleting a file removes it and everything indexed from it (Delete file). PDF, HTML, TXT, MD and CSV files can be previewed in the browser; Word files are offered as a download.

Connect a website

1. In the Websites section, click Add website.
2. Paste the address of your site and click Connect website.
3. The site shows Indexing… with a page counter, then the number of pages indexed.

What gets read:

• only pages on the same domain as the address you gave;
• the home page first, then the pages found from it, up to your plan’s page limit and never more than 200 pages per site;
• text only: images, PDFs, scripts and other files are skipped.

If the site cannot be read

If the site is unreachable, blocks automated reading, or is already connected to this knowledge base, the dialog tells you and nothing is created. Check the address and try again.

Manage the pages of a site

Click a site to open its page list. Each page shows its status: Indexed, In progress, Failed or Off.

• Use the switch to turn a page Off. The agent stops using it immediately. Turn it back on to re-read it.
• Delete this page removes it for good.
• Re-sync re-reads the whole site: it looks for new pages, refreshes the ones that changed and leaves unchanged pages as they are. Pages you turned off stay off.

Add questions and answers

Q&A lists are the most precise source: when a prospect asks something close to one of your questions, the agent uses your answer.

1. In Q&A lists, click Create Q&A list and name it (for example “FAQ”).
2. Fill in Question and Answer, then click Add.
3. Use Edit to change a pair and Save to confirm.

A list holds up to 200 pairs. A question can be 1 000 characters long, an answer 4 000.

Write answers the way you would say them on WhatsApp

Short, factual, in your own words. The agent reuses your answer as material; it does not paste it word for word.

Connect the knowledge base to an agent

Two places do the same thing:

• In the knowledge base, the Connected Agents panel: click Connect, pick a campaign. If that campaign already uses another knowledge base, you are warned that it will be replaced.
• In the campaign, the Knowledge Base section: choose a base in Select a knowledge base, or No knowledge base to detach it. Manage this knowledge base takes you back to its content.

Disconnect removes the link. The knowledge base itself is untouched.

How your agent uses it

At every reply, the agent searches the knowledge base with the prospect’s last messages and keeps only the best matching passages (at most 4). They are handed to the agent as source material, with the file name or page they come from.

• The agent replies in the language of the conversation, even when your documents are written in another one.
• When nothing relevant is found, the agent answers from its prompt alone. It never invents a fact to fill the gap.
• A knowledge base that is temporarily unavailable never blocks a reply.

Limits by plan

Plan	Knowledge bases	Documents per base	Websites per base	Pages per website	Q&A lists per base
Starter	1	3	1	50	2
Business	3	5	3	150	5
Scale	10	10	10	200	10

The knowledge base is not available on the free plan. See Plan & billing.

Deleting a knowledge base

Delete knowledge base removes its documents, its websites, its Q&A lists and everything indexed from them, and detaches every campaign that used it. This cannot be undone.

Related

• Your agent’s prompt
• Test your agent
• Campaigns