Knowledge Base
Train your AI and empower your team with a centralized source of truth.
Overview
The Knowledge Base stores all information used by AI and agents to answer customer questions.
Why it matters
- Better AI accuracy
- Faster resolutions
- Consistent answers
- Higher auto-resolution rates
Adding content
Paste content
Best for FAQs and policies.
Upload documents
Supported formats:
- DOCX
- TXT
- MD
Website crawler
- Scan websites or help centers
- Sync content automatically
Organizing content
Categories
Examples:
- Product features
- Billing
- Technical support
- Policies
Tags
Use for cross-category topics.
Status
- Published — used by AI
- Draft — excluded from AI
Content best practices
- Use Q&A format
- Keep content current
- Be specific
- Avoid jargon
- One topic per article
Knowledge gap detection
Analytics highlights unanswered or low-confidence questions.
Sync and sources
- View crawl history
- Trigger re-syncs
- Track source origins