Knowledge base
Your agent learns your business from your own information
You add your web pages, documents, images and short notes to the knowledge base. The agent answers visitors from this information, and finds the right entry even when the question uses other words or another language.
See the gaps
Every question the agent can't answer comes to you
Questions visitors asked that have no answer in the knowledge base are collected in one list, most asked first. A question you answer leaves the list, and the agent answers it the next time it comes up.
- The card on the home page shows the most asked ones from the last 30 days.
- Each agent's analytics lists the questions asked in that agent on their own.
- When the agent doesn't know something it says so plainly, and if the agent can take requests it offers to pass the visitor's request to your team.
It answers from whatever you add
Pages on your site stay current
You enter the page's address and the agent reads its text. It reads the page again every day, week or month, so when a price changes on your site the agent knows too.
Long documents are fine
Upload PDF, Word, Excel and presentation files as they are. The agent finds the part of the document that fits the question and uses it, and reads the text in a menu or price list image too.
Searches by meaning
The agent searches your entries by meaning, not just by words. "When will it arrive?" finds the "Delivery time" entry, and for prices, names and codes it looks at the exact word as well.
In three steps
Add
Write a text, enter a page address or drag in files.
Choose the scope
Open the entry to every agent or just one, and choose which entries the AI Assistant step looks at.
Fill the gaps
Write the answers to unanswered questions; the agent uses them the next time they're asked.
Four kinds of entries
Add information in whatever form it's in; the agent searches them all the same way.
Text
A short note or the answer to a common question, with bold, lists and links
Web page
Your site's FAQ, pricing or contact page, read again as often as you choose
File
PDF, Word, Excel, presentation and text files, up to 10 MB each
Image
A menu, price list or poster; the agent reads its text and what it shows
You're in control
You decide what it reads
Visitors don't see it
The files and images you upload aren't shown to visitors; they're only what the agent reads.
A page that won't open is paused
If a page fails to open several times in a row, the agent stops reading it and the entry is marked in the list; it comes back on its own when the page does.
Notes just for your team
Write internal processes, such as who approves refunds, as an "Internal entry"; only your team sees it and the agent never reads it.
What teams do with the knowledge base
From sales to support, every answer the agent gives rests on the entries in your knowledge base.
Online sales
Recommends products, adds to cart, answers order questions
Customer support
Answers questions 24/7, passes on what it can't solve
Appointments and bookings
Finds a free slot and puts it in your calendar
Applications and quotes
Collects details and documents for your team
In the help center
- Adding and editing knowledge base entriesAdd the texts, web pages, files and images your agent answers from, filter and delete entries.
- How the agent finds its answersWhat the agent answers from, what it does when it doesn't know something, and how to fill the gaps.
- How do I set up the AI Assistant step?Build an agent that answers free questions using a system prompt, a model, the knowledge base, tools and integrations; set handoffs and limits.
- How do I read agent analytics?Start, completion and success rates, the step funnel, traffic sources, the conversation list and evaluations on one tab.
Frequently asked questions
Does it read scanned PDFs?
A PDF whose text is an image has no text to read; upload a version with text in it. If you add images like a menu or price list as "Image", the text in them is read.
Can it read pages that need a sign-in?
No. Only public pages are read, and pages that load their text later may have nothing to read.
Do I need to split my documents?
No. The agent finds the part of the document that fits the question. Short facts, though, work better as separate entries.
Who can add entries?
Every member sees the entries; adding, editing and deleting is open to owners and admins.