Create a knowledge base

Overview

A knowledge base is a collection of your own content, such as documents, website pages and emails, that the AI uses to answer visitor questions. Instead of relying on general knowledge, your AI agent can look up answers in the material you provide, so replies stay accurate and specific to your business.

You can create as many knowledge bases as your plan allows. For example, you might keep one for product documentation and another for support policies. Each knowledge base is connected to a conversation through an AI Chat node in a workflow.

Knowledge bases are part of the AI features. If you don't see Knowledge bases under AI in the left menu, AI features may not be enabled for your account. Contact support to find out more.

Steps

Create the knowledge base

In the left menu, go to AI → Knowledge bases.
Click Create knowledge base. If you don't have any knowledge bases yet, you can also use the Create knowledge base button in the middle of the page.
In the Create Knowledge Base window, enter a Name. This field is required.
Optionally, add a Description so your team knows what the knowledge base contains.
Click Create.

If you've already reached your plan's number of knowledge bases, you'll see "Your plan includes N knowledge bases. Upgrade your plan to add more." and nothing is created. Deleted knowledge bases don't count. See Plans and subscription.

Your new knowledge base appears as a card on the Knowledge Bases page. Each card shows how many Documents and Websites it contains and the date it was Created.

Add content

A new knowledge base is empty. To fill it:

On the knowledge base card, click Manage Content.
Use Add Document, Add Website or Add Email Source to add material. See the related articles below for details on each type.

Process pending content

Content is normally processed automatically after you add it. If some items haven't finished processing, click Process on the knowledge base card. This starts processing any content that isn't ready yet. You'll see a "Knowledge base processing started" message.

Use the knowledge base in a conversation

Go to Chat → Workflows and open the workflow you want to update.
Select the AI Chat node, or add one.
In the node settings, under AI Configuration, choose an AI Agent and then pick your knowledge base from the Knowledge Base list.
Click Save.

If you choose an agent but leave Knowledge Base empty, the panel warns you that the agent will answer without your content.

Edit a knowledge base

On the knowledge base card, click Edit.
In the Edit Knowledge Base window, change the Name or Description. The name can't be left empty.
Click Update.

The card shows the new name and description straight away. Renaming a knowledge base doesn't affect its content or the workflows that use it.

Delete a knowledge base

On the knowledge base card, click Delete.
Confirm when asked.

Deleting a knowledge base removes it from your account. Before you delete one, check that none of your workflows still use it.

Test evidence in other languages

Test both straightforward questions and questions that compare several sources. Check that the reply uses the right facts and links, and that a question outside your content receives an appropriate response instead of a guess. Relevance ordering helps the AI choose evidence; it does not guarantee that every answer is correct.

Ask the same questions in other languages and check names, dates, prices and calculations. The AI replies in the language the visitor writes in; your source documents retain their original wording. Authored workflow messages are translated automatically; review them in the workflow's Translations panel. See Chat languages and translations.

If support changes the knowledge indexing model, previously processed content may need to be indexed again before it can be used with the new model. Wait for processing to complete, test the knowledge base, and republish or rebind captured knowledge when instructed. Renaming a knowledge base does not reindex its content.

Tips

Give knowledge bases clear, specific names such as "Returns and Refunds" so they're easy to pick in the workflow builder.
Keep separate knowledge bases for different topics or audiences. This lets different AI Chat nodes draw on only the content that's relevant to them.
Pair each knowledge base with agent instructions that tell the AI to rely on your content and not guess. See AI agents.
Your plan also limits the number of websites and the total size of uploaded documents across all knowledge bases. Owners and Admins can check usage on Plan & billing.
After adding content, test a few typical questions in your chat to confirm the AI finds the right answers.