Knowledgebase
Empower your AI agent with comprehensive information. Learn how to build and maintain an effective knowledgebase for accurate, detailed customer responses.
Your AI Agent's Information Repository
The knowledgebase is a powerful repository that complements your AI agent's core instructions. While instructions guide behavior, the knowledgebase provides the detailed information needed to answer specific customer questions accurately.
By effectively utilizing web pages, documents, and FAQ pairs, you enable your AI agent to provide comprehensive, accurate responses while maintaining efficiency in everyday interactions.
Three Ways to Add Knowledge
Choose the right content type for your information
Knowledgebase Content Types
Web Pages
Add specific web pages for the AI agent to reference
Key Features:
- Select individual pages for controlled access
- Manual reload to update content
- Perfect for product pages, policies, or service info
Example:
URL:
https://yoursite.com/products/widget-pro
Content Preview:
Widget Pro Features: Advanced analytics, Real-time monitoring, Custom dashboards...
Important: Instructions Take Priority
Remember that instructions always override knowledge base content. This hierarchy ensures your agent follows your specific business rules while using the knowledge base for reference information.
Use instructions for behavior and policies, and the knowledge base for facts and information. This separation makes your agent both knowledgeable and compliant with your business needs.
Learn more about writing effective instructions →Instructions vs. Knowledgebase
Understanding the distinction for optimal performance
Instructions
Purpose:
Essential information needed in every conversation
Content:
- • Behavioral guidelines
- • Key phrases & greetings
- • Standard procedures
- • Core operational rules
Primary guide for all interactions
Knowledgebase
Purpose:
Supplementary information for specific inquiries
Content:
- • Product details
- • Technical specifications
- • Policy documents
- • Detailed FAQs
Referenced when additional context needed
Remember: Instructions always take precedence over knowledgebase content. Use this hierarchy strategically to ensure consistent and efficient agent responses.
How the Knowledgebase Works
Explicit Access
You control exactly what content your AI agent can access by manually adding approved information.
Manual Updates
Refresh web pages and replace documents manually to ensure your AI has the latest information.
Contextual Reference
AI checks the knowledgebase when instructed or when answering questions requiring detailed information.
Pro Tip: Add this to your instructions: "When customers ask product questions, always check the knowledgebase first for the most accurate information."
Real-World Scenarios
See how the knowledgebase enhances customer interactions
Product Inquiry
Customer: "Can you tell me about the features of Product X?"
AI checks knowledgebase for Product X information
Agent: "Based on our documentation, Product X includes advanced analytics, real-time monitoring, custom dashboards, and 24/7 support..."
Policy Information
Customer: "What is your return policy?"
AI references uploaded policy PDF document
Agent: "According to our return policy, you have 30 days from the date of purchase to return items in original condition..."
Technical Support
Customer: "I'm experiencing issue Y with my device"
AI looks up troubleshooting steps in FAQ section
Agent: "I can help with that. Let's try these troubleshooting steps: 1) Restart your device, 2) Check connections..."
Best Practices
Selective Inclusion
Only add content that's necessary for effective customer service
- • Avoid information overload
- • Focus on frequently requested info
- • Remove outdated content regularly
Clear Instructions
Guide your AI on when and how to use the knowledgebase
- • Use specific triggers in instructions
- • Define which queries need KB lookup
- • Set clear escalation paths
Regular Updates
Keep your knowledgebase current and accurate
- • Schedule periodic content reviews
- • Update prices and specifications
- • Refresh seasonal information
Team Collaboration
Work together to maintain quality content
- • Assign content ownership
- • Share insights on common questions
- • Review agent performance together
Quality Control
Ensure all content meets high standards
- • Verify accuracy before adding
- • Use clear, simple language
- • Test with real scenarios
Security & Compliance
Protect sensitive information
- • Control access permissions
- • Avoid confidential data
- • Follow data protection laws
Prioritize Common Questions
Focus on frequently asked questions and critical business information first
- • Start with your top 20 customer questions
- • Add information for high-volume inquiries
- • Expand gradually based on usage patterns
Keep Sensitive Info in Instructions
Put confidential policies and procedures in instructions, not the knowledge base
- • Internal processes belong in instructions
- • Pricing rules should be in instructions
- • Escalation procedures are instruction-based
Quick Setup Guide
1. Add Web Pages
Select product pages, service descriptions, and policy pages
2. Upload Documents
Add PDFs of manuals, guides, and detailed specifications
3. Create FAQs
Build Q&A pairs for common customer questions
4. Configure Instructions
Tell your agent when to check the knowledgebase
5. Test & Refine
Verify responses and adjust content as needed
Ready to Build Your Knowledgebase?
Start adding content to your knowledgebase and watch your AI agent become an expert on your business, products, and services.