Knowledge management

The Knowledge Base page lets you provide your agent with the information it needs to give accurate, on-brand responses. Everything you add here becomes part of your agent's reference material when generating replies and making moderation decisions.

There are four types of knowledge you can add: FAQs, text documents, files, and web pages.

FAQs

FAQs are the best way to ensure your agent handles common questions consistently. Each FAQ is a question + answer pair that the agent can reference when a similar question comes up in comments.

How to manage FAQs

• Add: Click "Add FAQ", then enter a question and its answer
• Search: Use the search bar to filter existing FAQs by keyword
• Edit: Click on any FAQ to update the question or answer
• Delete: Remove FAQs you no longer need

When to use FAQs

• Questions your customers ask repeatedly (shipping times, return policy, pricing)
• Responses you want to be consistent every time (brand messaging, legal disclaimers)
• Product-specific information that comes up often

Text Documents

Text documents let you provide longer-form reference material — brand guidelines, policies, product descriptions, or example answers your agent should draw from.

How to manage documents

• Add: Click "Add Document", then enter a title and content
• Search: Use the search bar to filter documents by keyword
• Edit: Click on any document to update its title or content
• Delete: Remove documents you no longer need

When to use documents

• Brand voice guidelines and communication policies
• Detailed product or service descriptions
• Example answers that demonstrate your preferred response style
• Internal policies your agent should be aware of (warranty terms, refund process)

Files

Upload PDFs and other reference documents that your agent can process and learn from.

How to manage files

• Upload: Click "Upload File" and select a file from your computer
• Preview: Click on completed files to preview their content
• Delete: Remove files you no longer need

Processing status

After uploading, files go through a processing pipeline:

• Waiting: File is queued for processing
• Processing: File is being analyzed and indexed
• Completed: File is ready and available to your agent
• Failed: Processing encountered an error — hover over the status to see details

When to use files

• Product catalogs or price lists in PDF format
• Training materials or brand guides
• Reference documents that are easier to upload than retype

Web Pages

Add website URLs that your agent can crawl and reference. Unlike the Real-Time Web Search feature (which does live lookups), web pages in the Knowledge Base are crawled on a schedule and stored as reference material.

How to manage web pages

• Add: Click "Add Website" and enter the URL
• Refresh interval: Choose how often the page is re-crawled — Daily, Weekly, or Monthly
• Manual refresh: Click the refresh button to re-crawl a page immediately
• Delete: Remove websites you no longer need

Each web page shows a status badge and a "last crawled" timestamp so you can see when the content was last updated.

When to use web pages

• Product pages or FAQ sections on your website that change regularly
• Landing pages with current offers or promotions
• Blog posts or help articles you want your agent to reference

Tips

Choosing the right knowledge type

• FAQs: Common questions with specific answers — updated manually
• Documents: Brand guidelines, policies, examples — updated manually
• Files: PDFs, catalogs, reference material — re-upload to update
• Web Pages: Live content from your website — auto-refreshed on schedule

Knowledge Base vs Context & Instructions vs Real-Time Web Search

These three features serve different purposes:

• Context & Instructions (on the Overview page): Always included in every reply. Use this for information your agent should always consider — brand identity, core policies, general instructions.
• Knowledge Base: Searched and included only when relevant to the comment. Use this for detailed reference material — FAQs, product docs, policies — that the agent pulls in as needed.
• Real-Time Web Search (on the Real-Time Data page): Performs live lookups on approved websites when a comment needs information that changes too quickly for stored knowledge. Use this for fast-moving details like inventory, pricing, or shipping timelines.