AI knowledge bases

Knowledge bases give your AI bots approved business information to answer customer questions, instead of relying only on general AI knowledge. You can keep several knowledge bases and attach different ones to different bots.

For a local service business, you might have one knowledge base for services and pricing and another for policies like cancellations and service areas, then give each bot only what it needs.

Sources you can add:

• Web crawler: train on one page, all pages under a path or a whole domain, selecting only the relevant pages.
• FAQs: direct question and answer pairs for hours, pricing rules, service areas and policies.
• Rich text for written instructions and business details.
• File uploads of documents with searchable text.
• Tables for structured data such as price lists.
• Google Drive files, re-synced manually after changes.
• Web search for supported external information.

To set up, go to AI Agents > Knowledge Base, create a knowledge base, click Add Source and wait for processing to finish. Then open the bot in Conversation AI, go to Bot Training and select the knowledge bases. You can create up to 15 knowledge bases and attach up to 7 to one bot.

Before launch, use the Retrieval Tester to ask real customer-style questions and see which sources and sections come back. Retrieval tests are read-only and don't change your knowledge base or affect live conversations. If results are missing or wrong, update or remove outdated content, split long content into clearer sections and test again. Avoid training every page on your site, since outdated or unrelated pages can weaken answers.