Step 1 — Access the Knowledge Module
- In the sidebar, click Knowledge (or Knowledge Bases).
- The screen displays all existing bases in the workspace, organized by creation date.
Step 2 — Define the Base
Click + New base in the upper right corner. A creation form will appear with two fields:- Name — internal identifier for the base. Choose something descriptive that indicates the purpose: “Product FAQ”, “Return Policies”, “2025 Service Catalog”.
- Workspace — if the account has multiple workspaces, select which workspace this base belongs to. The base will only be visible to agents in that workspace.
Step 3 — Add Items
With the base created, add your information sources. The base supports four content types that can coexist in the same base:Text and Documents
Upload PDF or text files directly through the interface.- The processor automatically extracts text from the file
- Content is split into chunks of ~4,000 characters with an overlap of ~400 characters
- Each chunk is vectorized and stored for semantic search
- PDFs with scanned content (scanned images) are not supported — the extractor requires selectable text
- Maximum file size is 50 MB
- The status changes from Processing to Indexed when vectorization is complete
Step 4 — Training and Status
After adding a source, content goes through the asynchronous processing pipeline. Track the status on the base screen:| Status | Description |
|---|---|
| Processing | Content is being extracted, split into chunks, and vectorized. The item is not yet available for search. |
| Indexed | Processing complete. The agent can now retrieve this content in conversations. |
| Error | Processing failed. Click the item to view the error details and try again. |
Step 5 — Update or Manage
After the initial creation, the base can be maintained in three ways:- Add new sources — click + Add inside the base to include new documents, Q&As, URLs, or videos without removing existing content.
- Edit Q&As — question-and-answer pairs can be edited directly through the interface. Re-indexing occurs automatically after saving.
- Remove outdated content — delete documents or Q&As that are no longer valid. Deleted content stops appearing in searches immediately.
Tip
Start with manual Q&As for the 10 to 20 most frequent topics. They are indexed instantly — no asynchronous pipeline — and have high precision because you control exactly what the agent will retrieve. Then supplement with documents for extensive, contextual content.