Knowledge base

A knowledge base is a set of documents the agent can search in real time. Instead of cramming every fact into the system prompt, upload your FAQ, price list or policy document once and let the agent pull the right snippet on demand.

Supported formats

  • PDF (text-based, not scanned images)
  • Plain text .txt and Markdown .md
  • Microsoft Word .docx
  • HTML pages (upload or URL crawl)

Each document is chunked, embedded and stored. Upload limit is 25 MB per file and 200 files per knowledge base on the standard plan.

Creating a knowledge base

1Open Knowledge in the dashboard and click New knowledge base. Give it a descriptive name — agents pick one by name.

2Drag-and-drop files or paste a URL to crawl. Processing usually takes under a minute per document; you’ll see a green tick when it’s ready to query.

3Attach the knowledge base to an agent from the agent editor’s Knowledge tab. Save. The next call will have access.

Writing documents the agent can use

Retrieval works best when each fact is self-contained. Aim for:

  • Short paragraphs (2–4 sentences) with explicit subjects — don’t rely on “it” or “they”.
  • Clear headings that repeat the topic (the heading is embedded with the chunk).
  • Prices, dates and product names written out in full the first time they appear in each section.
Example that works well: “Standard cleaning appointments at Acme Dental last 45 minutes and cost £65. They are available Monday to Friday between 9am and 5pm.”

Keeping content fresh

Re-upload or re-crawl whenever the underlying source changes. Old versions are replaced, not merged. For rapidly-changing data (stock levels, live availability) use a tool that queries your API instead of a static document.

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