Knowledge Base
The Knowledge Base is where you store information that your AI agents can reference when responding to questions or making decisions. Instead of relying only on general AI knowledge, your agents can pull from your specific documents, FAQs, and business data.Why Use a Knowledge Base
Without a knowledge base, AI can only use its general training data. With a knowledge base:| Without Knowledge Base | With Knowledge Base |
|---|---|
| Generic responses | Responses based on your actual products, policies, and data |
| Can’t answer company-specific questions | Accurately answers questions about your business |
| May hallucinate details | Grounds responses in real documents |
| Same for every business | Customized to your specific context |
What to Store
Add information your AI agents need to do their job:Product Information
Product Information
- Product catalogs and descriptions
- Pricing information
- Technical specifications
- Inventory data
Policies and Procedures
Policies and Procedures
- Return and refund policies
- Shipping information
- Terms of service
- Internal procedures
FAQs and Support
FAQs and Support
- Common customer questions
- Troubleshooting guides
- How-to instructions
- Known issues and workarounds
Business Information
Business Information
- Company information
- Contact details
- Store locations and hours
- Team member directories
Setting Up Your Knowledge Base
Navigate to Knowledge Base
Open your application and find the Knowledge Base section in the sidebar.
Add content
Upload documents or add text directly. Supported formats include:
- PDF documents
- Word documents (.doc, .docx)
- Text files (.txt)
- Spreadsheets (.csv, .xlsx)
- Web pages (via URL)
Organize with collections
Group related content into collections. For example:
- “Product Catalog”
- “Support FAQs”
- “Company Policies”
How It Works
When an AI node runs:- Query analysis — AI understands what information is needed
- Retrieval — Relevant chunks from your knowledge base are found
- Context injection — Retrieved information is added to the AI’s context
- Response generation — AI generates a response using both its training and your specific data
The AI doesn’t memorize your entire knowledge base. It retrieves only the most relevant pieces for each query, keeping responses focused and accurate.
Best Practices
Keep Content Up to Date
Outdated information leads to wrong answers. Review and update your knowledge base regularly:- Set a reminder to review quarterly
- Update immediately when policies change
- Remove obsolete content
Structure for Retrieval
The AI retrieves chunks of text, not entire documents. Help it find the right information:Be Specific
Vague content leads to vague answers.| Instead of | Write |
|---|---|
| ”Returns are handled case by case" | "Returns are accepted within 30 days with receipt. Items must be unused and in original packaging. Refunds are processed within 5-7 business days." |
| "Contact support for help" | "Email [email protected] or call 1-800-XXX-XXXX, Monday-Friday 9am-5pm EST” |
Test Your Knowledge Base
After adding content, test with realistic questions:- Ask questions a customer would ask
- Check if responses are accurate
- Identify gaps and add missing information
- Verify the AI cites the right sources
Managing Content
Updating Documents
When you update a document:- Previous version is replaced
- Changes are immediately available to AI
- No need to reconnect to workflows
Deleting Content
Remove content you no longer want AI to reference:Monitoring Usage
Track how your knowledge base is being used:- Which documents are retrieved most often
- Which queries don’t find good matches
- Where you might need to add more content
Common Use Cases
Customer Support Bot
Knowledge base contents:- Product FAQs
- Troubleshooting guides
- Return policy
- Shipping information
Sales Assistant
Knowledge base contents:- Product catalog with features and pricing
- Competitor comparisons
- Case studies
- Discount policies
Internal Help Desk
Knowledge base contents:- IT procedures
- HR policies
- Software guides
- Org chart