Your AI Agent
Knowledge Base
Upload documents so your AI agent can answer questions using your own content.
What is the Knowledge Base?
The Knowledge Base is where you store documents, text, and web content that your AI agent can search through when answering questions. Instead of relying only on its general knowledge, the agent can pull specific information from your files — like product details, pricing, policies, or FAQs.
When a customer asks a question, the agent automatically searches your Knowledge Base for relevant information and uses it to give an accurate, grounded answer.
Adding content
Go to your instance and open the Knowledge page. You'll see three ways to add content.
Drag and drop files here, or click to browse
PDF, DOCX, XLSX, TXT, MD, CSV, HTML, JSON, PNG, JPG
| Name | Type | Status | |
|---|---|---|---|
| product-catalog-2024.pdf | Ready | ||
| faq-responses.docx | DOCX | Ready | |
| pricing-sheet.xlsx | XLSX | Processing |
Upload a file
- Click the Upload File tab
- Drag and drop a file, or click to browse your computer
- The file is uploaded and processed automatically
Supported file types:
- Documents: PDF, Word (.docx), PowerPoint (.pptx)
- Spreadsheets: Excel (.xlsx), CSV
- Text: Plain text (.txt), Markdown (.md), HTML
- Data: JSON
- Images: PNG, JPG, JPEG, WebP (the platform extracts text from images)
Once uploaded, the platform breaks your file into smaller chunks, processes them, and makes them searchable. This usually takes a few seconds to a minute depending on file size.
Add text directly
- Click the Add Text tab
- Enter a title for the content (optional, defaults to "Untitled")
- Paste or type your content in the text area
- Click Add to Knowledge Base
This is useful for quick additions like FAQ answers, policy summaries, or notes that don't exist as files.
Import from a URL
- Click the Import URL tab
- Enter the web address (e.g.,
https://yourbusiness.com/faq) - Click Import
The platform fetches the page content, extracts the text, and adds it to your Knowledge Base. This is useful for importing existing web pages, documentation, or blog posts.
Managing your documents
All your indexed content appears in a table below the upload area. For each document, you can see:
| Column | What it shows |
|---|---|
| Name | The file name or content title, with a file type icon |
| Type | The file format (PDF, DOCX, TXT, etc.) |
| Size | The file size in readable format (KB, MB) |
| Status | Whether the content is ready to use or still processing |
| Actions | Delete button to remove the content |
Document status
- Ready (green) — The content is processed and searchable. Your agent can use it.
- Processing (animated) — The content is being broken into chunks and indexed. Wait a moment.
- Failed (red) — Something went wrong during processing. Try uploading the file again.
You can search through your documents using the search bar above the table.
Deleting content
Click the delete button next to any document to remove it from the Knowledge Base. The agent will no longer reference that content when answering questions.
How it works from the customer's perspective
When a customer sends a message to your WhatsApp number:
- The AI agent reads the message
- It searches your Knowledge Base for content related to the question
- If it finds relevant information, it uses that to craft its response
- The response is grounded in your actual documents — not guesswork
Example
You uploaded: A PDF with your product catalog including prices.
Customer asks: "How much does the basic package cost?"
Agent responds: "Our basic package is KES 2,500 per month. It includes..."
The agent pulls the exact price from your uploaded catalog instead of making something up.
Tips for a good Knowledge Base
Upload clear, well-structured content
The AI works best with content that is clearly written and organized. If your documents have clear headings, bullet points, and concise paragraphs, the agent will find and use the information more effectively.
Keep information up to date
If your prices change, your policies update, or your product line evolves, update or replace the relevant documents in the Knowledge Base. Delete outdated files and upload new versions.
Don't overload it
Quality matters more than quantity. A small set of well-written documents will give better results than hundreds of poorly organized files. Focus on the content your customers actually ask about.
Test with real questions
After adding content, send some test messages to your WhatsApp number with questions you know the answers to. Check that the agent is finding and using the right information.
Knowledge Base + other tools
The Knowledge Base becomes even more powerful when combined with the agent's other capabilities:
- Knowledge + Web — The agent checks your documents first, then searches the web for anything not covered. It always prefers your content over general web results.
- Knowledge + Code — The agent can pull data from your documents and process it in a code sandbox — for example, extracting numbers from an uploaded pricing sheet and running calculations.
- Knowledge + Browser — The agent can cross-reference your documents with live data from websites, giving customers the most accurate and up-to-date information.
Next steps
- AI Providers & Models — Choose which AI model powers your agent for the best results
- Chat — See how your agent handles real conversations