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Knowledge Bases

Create knowledge bases from your documents and URLs so your chatbot can answer questions automatically.

A Knowledge Base (KB) is a collection of content — documents, web pages, text snippets — that your chatbot can search to answer user questions. Instead of scripting every possible question and answer, you upload your content and the platform finds the relevant answer automatically.

Knowledge Bases are managed at the workspace level and then connected to specific chatbots.

When to Use a Knowledge Base

Use a Knowledge Base when:

  • You have existing documentation, FAQs, or help articles you want your bot to draw from
  • Users ask unpredictable questions that are hard to script in a flow
  • You want your bot to give accurate, source-based answers rather than scripted responses

Creating a Knowledge Base

  1. In the workspace sidebar, click Knowledge Bases.
  2. Click Create Knowledge Base.
  3. Enter:
    • Name — A descriptive name (e.g., "Product Docs", "Support FAQs")
    • Description — What this KB covers (optional)
  4. Click Create.

The KB is created with a BUILDING status while the system sets it up. It moves to READY once it's ready to accept sources.

Note: Your plan limits the number of knowledge bases you can create per workspace. See Billing & Plans.

KB Status

StatusMeaning
BUILDINGThe KB is being indexed or rebuilt — not yet available for answering questions
READYThe KB is indexed and available for chatbot queries
FAILEDSomething went wrong during building — check your sources or try re-adding them

Adding Sources

A source is a piece of content you add to the KB for the bot to learn from. You can add multiple sources of different types to the same KB.

Supported Source Types

TypeWhat it is
TextPaste in any text content directly (FAQs, policies, product descriptions)
URLProvide a web page URL — the platform crawls and indexes the page
PDFUpload a PDF document
CSVUpload a CSV file (useful for structured Q&A pairs or product tables)

How to Add a Source

  1. Open the Knowledge Base from the Knowledge Bases page.
  2. Click Add Source.
  3. Choose the source type:
    • Text: Enter a title and paste in your content, then click Save.
    • URL: Enter the full URL (e.g., https://yoursite.com/faq) and click Save.
    • PDF or CSV: Click Upload and select the file from your computer.
  4. The source appears in the sources list with a pending status while it is being indexed.

Once indexed, the source status changes to READY and its content is available for the bot to query.

Managing Sources

From the sources list inside the KB:

  • Edit a text source to update its content
  • Delete a source to remove it from the KB (the KB is rebuilt without that source)

Note: After adding or removing a source, the KB status may briefly return to BUILDING while it re-indexes.

Attaching a Knowledge Base to a Chatbot

A Knowledge Base must be explicitly connected to a chatbot before the bot can use it to answer questions.

  1. Go to the chatbot you want to connect the KB to.
  2. In the chatbot sidebar, click Integrations.
  3. Open the Knowledge Bases tab.
  4. Find your KB in the list and click Connect (or Attach).

The chatbot can now query that KB when responding to users.

Tip: You can attach more than one KB to a single chatbot — the bot searches across all attached KBs.

Detaching a Knowledge Base

If you no longer want a chatbot to use a KB:

  1. Go to Integrations → Knowledge Bases tab.
  2. Click Disconnect (or Detach) next to the KB.

The KB still exists in the workspace; it is just no longer connected to that chatbot.

Deleting a Knowledge Base

Warning: Deleting a KB is permanent. All its sources are removed and any chatbots connected to it will lose access to that content.

  1. Go to the Knowledge Bases page in the workspace.
  2. Click the delete icon (or open the KB's menu) and select Delete.
  3. Confirm the deletion.
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