Knowledge Bases

Knowledge bases are collections of documents that train your chatbots. They enable your chatbots to provide accurate, context-aware responses based on your actual content.

What are Knowledge Bases?

Knowledge bases are document stores that are later searched by the chatbot to provide accurate, context-aware responses.

When a chatbot is connected to a knowledge base, it can:

• Answer questions based on your uploaded documents
• Provide accurate, up-to-date information
• Reference specific content from your materials
• Combine information from multiple documents

Creating a Knowledge Base

1. Navigate to Knowledge Bases in your workspace
2. Click "Create Knowledge Base"
3. Enter a descriptive name (e.g., "Product Knowledge Base")
4. Click "Create"

After creation, your knowledge base will be empty and ready for documents.

Adding Content to Your Knowledge Base

There are four ways to add content to your knowledge base. You can mix and match these methods to use whatever works best for your content.

1. Upload Files

Upload documents from your computer:

1. Open your knowledge base
2. Click "Add files" or drag and drop files into the upload area
3. Select your files and wait for them to upload

Supported file types:

• PDF files (.pdf)
• Word documents (.doc, .docx)
• Text files (.txt)

File limits:

• Each file must be 10MB or smaller
• If a file is too large, split it into smaller files
• For PDFs: Make sure the text is selectable (not a scanned image)

Tip: If your PDF is an image scan, the system won't be able to read the text. Use a PDF with selectable text or convert scanned PDFs to text first.

2. Add Text Snippets

Type or paste text directly into your knowledge base:

1. Click "Add text snippet"
2. Give it a title (like "Product Description" or "Return Policy")
3. Paste or type your content
4. Click "Add text snippet"

Use this for quick notes, short explanations, or content that's not in a file format.

3. Create Q&A Pairs

Add questions and answers that your chatbot can use:

1. Click "Add Q&A"
2. Give it a title (like "Shipping FAQ")
3. Add one or more questions people might ask (up to 10 questions)
4. Write the answer that applies to all those questions
5. Click "Add Q&A"

This is perfect for common questions. For example, if people ask "How much does shipping cost?" or "What are your shipping rates?", both questions can share the same answer.

4. Add Web Links

Pull content directly from websites:

1. Click "Add links"
2. Choose how you want to add links:
   • Crawl Links: Enter a website URL to automatically find all pages on that site
   • Individual Link: Add one specific webpage
   • Sitemap: Add a website's sitemap to import all pages at once
3. Select which pages you want to add
4. Click to add them

The system will read the text from those web pages and add it to your knowledge base.

Training Your Knowledge Base

After you've added content, you need to train your knowledge base so your chatbot can use it:

1. Click "Train Knowledge Base" button
2. Wait for training to complete (usually takes a few minutes)

You'll see the training status update as it processes. Once it shows "Success", your knowledge base is ready to use with your chatbots.

Updating Your Knowledge Base

When you add new content or remove old content:

1. Add or delete the content you want to change
2. Click "Train Knowledge Base" again
3. The system will update everything automatically

You don't need to worry about what changed—the system handles it for you.

Connecting to Chatbots

Once trained, connect your knowledge base to chatbots:

1. Go to your chatbot's settings -> AI & Behavior
2. Scroll down to the "Knowledge Base" section
3. Select your trained knowledge base from the dropdown
4. Save changes

Your chatbot will immediately start using the knowledge base for responses.

Best Practices

Content Quality

• Well-structured documents - Use headings, lists, and clear formatting
• Current information - Keep content up to date
• Specific details - Include detailed information rather than vague summaries
• Organized topics - Separate unrelated content into different knowledge bases

Optimization

• Monitor queries - Review what users ask and add missing content
• Split large docs - Very large documents may benefit from being split
• Remove outdated - Delete documents with outdated information

Knowledge Base Limits

Each workspace has limits on knowledge bases:

• Number of knowledge bases - Check your Usage page for your limit
• Total size - Combined size of all documents across knowledge bases (Maximum 33 MB / knowledge base)

Plan accordingly and manage your knowledge bases to stay within limits.