The Knowledge Base lets you register your own documents and web pages as source material for the AI agent's answers. When you register things like product catalogs, FAQs, internal manuals, or help pages, the agent draws on that content when it responds to your customers and members. This article explains how to register and manage documents in the Knowledge Base.
What is the Knowledge Base?
The Knowledge Base is the storage place for the documents the AI agent uses as reference when it answers. When you register material by uploading a file, pasting text, or importing a web page, the agent automatically reads the content and answers related questions based on what the material says.
Here is what you can leave to the agent and what you do yourself.
| Role | What it covers |
|---|---|
| The agent handles | Reading the registered material, finding the relevant passage for each question, and reflecting it in the answer |
| You handle | Registering and organizing the material you want the agent to reference |
In other words, your only job is to register the material you want the agent to read. The agent decides which material to reference and when.
Opening the Knowledge Base screen
You reach the Knowledge Base from "Automation" in the navigation menu.
- Open "Automation" in the navigation menu
- Click "Knowledge Base"
- A list of the registered material appears
Registering documents
There are three ways to register material: uploading a file, pasting text, and importing a website. Click "Upload File" to open the registration screen, where you switch between methods using tabs.
Uploading a file
On the "File" tab, drag and drop a file into the box or choose one with "Select file", then click "Upload". You can register several files at once.
| Item | Details |
|---|---|
| Supported formats | PDF, Text, Markdown, CSV (FAQ), Word |
| Maximum file size | 50MB |
Pasting text
On the "Paste text" tab, you can give the text a name and paste it in directly. This is handy when you want to quickly register a short piece of information that doesn't warrant a file, such as business hours or a campaign summary.
Importing a website
On the "Website" tab, you can import a web page by specifying a name and URL. It imports the single page you specify. Use this when you want the agent to reference the content of an FAQ page or product page on your own site.
You can update an imported web page to its latest content at any time with "Refresh" in the list. When you update a page, refresh it so the agent's answers keep pace with the latest content.
Bulk-registering FAQs with CSV
The "CSV (FAQ)" format lets you register sets of frequently asked questions and answers all at once.
- Get the template with "Download CSV template" on the registration screen
- Fill in the question and answer (required), and, as needed, keywords, category, link URL, and note
- Upload the CSV and, under "Map CSV columns", choose the column that corresponds to each field
- Check the content in the preview and register it
Document processing status
Registered material is processed automatically until it is ready for the agent to read. You can check how far the processing has progressed from the status in the list.
| Status | Meaning |
|---|---|
| Pending | Registration is complete and the material is waiting for reading to start |
| Processing | The material is being read |
| Completed | Reading is finished and the agent can reference the material |
| Failed | A problem occurred while reading the material |
The agent can only use material for its answers once the status is "Completed". Right after registration, processing may take a little time.
Material that ends in "Failed" gets a "Reprocess" button. Pressing it reads the same material over again, so you don't need to delete it and register it from scratch. The reason for the failure is shown alongside it. It even tells you the next move — for example, "Processing was skipped because AI features are disabled. Enable AI features and reprocess." — so fix the cause and then reprocess.
Reviewing the document list
The list screen shows the name, type, size, and last-updated time of the registered material. As the material grows, you can quickly find what you are looking for with search.
| Item | Details |
|---|---|
| Name | The name of the registered material |
| Type | One of PDF, Text, Markdown, CSV (FAQ), Word, or Web |
| Size | The size of the file |
| URL | The source URL, for web imports |
| Last Updated | The time it was last updated |
Enter a name in the search box to filter the list. You can retrieve a file from "Download".
Checking what the agent read
"Preview" in the list lets you check the text the agent actually references.
The preview shows the text extracted and split from the material. When answers "don't reflect the material" or "come back different from what you intended," checking in the preview whether the material was read correctly helps you isolate the cause. Material that is mostly figures or images may yield little text that can be extracted.
Deleting a document
You can delete material you no longer need from the list. Once deleted, that material is no longer referenced by the agent.
- Select the material to delete
- Perform the delete action, and a confirmation screen appears
- Click "Delete" on the confirmation screen
Deletion cannot be undone. Be careful not to delete material you want the agent to keep referencing.
Knowledge Base vs. Tags and Segments
The Knowledge Base manages "the material the agent reads," which serves a different purpose from tags and segments used to narrow down friends. To avoid confusion, here is how each role differs.
| Feature | Role |
|---|---|
| Knowledge Base | Registers the material the AI agent uses in its answers |
| Tag | A marker placed on each individual friend; classifies them by attribute or interest |
| Delivery segment | Combines conditions to narrow down the friends a message is delivered to |
The Knowledge Base concerns the content of answers, while tags and segments decide "who to deliver to."
When things don't work
When registration or answers don't work as expected, first check the file format and the processing status.
| Symptom | What to do |
|---|---|
| Upload fails | Check that the format is supported (PDF, Text, Markdown, CSV, Word) and that the size is 50MB or less |
| Processing ends in "Failed" | Try "Reprocess" first. If the error message says AI features are disabled, enable AI features and then reprocess. If it still fails, check that the file isn't corrupted |
| A web page can't be imported | Check that the URL is correct and that the page is public. Pages that require login can't be imported |
| Material content is not reflected in answers | Check that the status is "Completed", and check in "Preview" that the content was read correctly |
| A web page update is not reflected | Re-import the latest content with "Refresh" in the list |
If that still doesn't solve it, please contact support.