Adding and editing knowledge base entries
Add the Q&As and info notes your assistant answers from, attach files, filter and delete entries.
What the knowledge base is for
When the flow's AI assistant step answers a customer, it searches the knowledge base. Every entry you add is an answer the assistant can give. On a topic the knowledge base doesn't cover, the assistant doesn't make an answer up.
Open it from “Knowledge base” in the menu. All members can see entries; adding, editing and deleting require the owner or admin role.
Adding a new entry
- Press “New entry”.
- Choose the “Entry type”: “Question & answer” (the title becomes the question) or “Info note” (free information such as opening hours, address or a campaign).
- Write the title and the content. The content supports bold, italic, lists and links. Both are required.
- Choose the “Scope”: “Shared (all flows)” or one specific flow.
- Optionally, add synonyms under “Keywords”, one per line; for example “delivery” and “dispatch” on a “shipping” entry.
- Save. The assistant uses the entry from the next question on.
Attaching images and documents
Under “Images and documents”, use “Add file” to attach files to an entry.
- Supported types: PNG, JPG, JPEG, WebP, GIF, SVG, PDF, TXT, CSV, DOC, DOCX, XLS, XLSX.
- Up to 10 MB per file.
- The assistant sees only the file's NAME, not its content. Write the information you want it to answer from in the content field.
- Files can be opened by anyone who has the link; don't upload confidential documents.
Finding, editing and deleting entries
Use the filters above the list to search by title, and to filter by entry type, scope and whether an entry has files.
Clicking a row opens the entry read-only. To edit or delete, use the three-dot menu on the row. The assistant stops answering from a deleted entry.
Tips
- Keep one topic per entry; splitting a long text into several entries helps the right answer be found.
- Add the words your customers actually use as keywords.
- See the questions the assistant couldn't answer in the “Unanswered questions” card of flow analytics, and fill the gaps from there.
- Search works across entries written in different languages.
Related articles
- What does the assistant know, and what doesn't it?The sources the assistant answers from, and what it does when asked something it doesn't know.
- How do I set up the AI Assistant step?Build an assistant that answers free questions using a system prompt, a model, the knowledge base, tools and integrations; set handoffs and limits.
- How do I read flow analytics?Start, completion and success rates, the step funnel, traffic sources, the conversation list and evaluations on one tab.