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Knowledge Base

Knowledge Base lets your AI agent use uploaded documents when answering questions.

When to Use It​

Use Knowledge Base for information that is not available through an API, such as:

  • Help articles.
  • Policy documents.
  • Product manuals.
  • Onboarding guides.
  • FAQs.

Use API tools instead when the answer must come from live system data.

Upload Documents​

  1. Open Knowledge Base.
  2. Upload the document.
  3. Wait until the document is ready.
  4. Attach the document to an integration.
  5. Test integration questions that should use the document.

Attach Documents to an Integration​

  1. Open Integrations.
  2. Select the integration.
  3. Choose ready Knowledge Base documents.
  4. Save the integration.

Good Document Practices​

  • Use clear headings.
  • Keep one topic per document when possible.
  • Remove outdated content.
  • Avoid uploading secrets or private credentials.
  • Re-upload documents when important content changes.

Knowledge Base vs Tools​

NeedUse
Static help contentKnowledge Base
Live customer/order/account dataAPI tools
Company policiesKnowledge Base
Create or update recordsAPI tools

Verification Checklist​

  • Settings show Knowledge Base readiness.
  • Uploaded document status is ready.
  • Integration has the document attached.
  • Test questions cite or use the expected information.