Knowledge Base

TL;DR:

• Knowledge Bases store custom documents that the AI retrieves to answer user questions.
• Upload files (PDF, DOCX, TXT, Markdown) or write text directly.
• Use Improve With AI to optimize extracted text for RAG.
• For FAQs, guides and price lists, set Split documents to By sections so each answer stays in one piece.
• Only Indexed documents are searchable by the AI.

Overview

A Knowledge Base (KB) is a collection of reference materials (policies, documentation, FAQs, product details) that the AI retrieves from before responding. This process is called Retrieval-Augmented Generation (RAG).

Location: Workspace Settings → AI Settings → Knowledge Base

Adding and Preparing Documents

You can add documentation to a Knowledge Base in two ways:

1. Write Text: Paste or write text content directly.
2. Upload File: Upload PDF, DOCX, TXT, or Markdown documents.

Improve With AI

When you upload files, the platform extracts raw text from them. If the formatting is messy or contains noise, you can use Improve With AI to clean up, structure, and optimize the text for retrieval before saving.

It rewrites the text into the structure that searches best: one topic per heading, each question and answer as its own pair, and steps kept together under one heading.

How Documents Are Split

Before the AI can search a document, the platform cuts it into small pieces (chunks). The AI receives only the pieces that best match the client's question, so how a document is cut decides whether the right answer reaches the AI. Set this per Knowledge Base in Split documents:

• By size (default): pieces of about Chunk size characters. Works for any text, including PDF and DOCX without clear headings.
• By sections (headings, Q&A): one piece per heading, question or item. Each piece starts with its heading path, for example Studio › Group classes › Prices, and is never mixed with the next topic. Chunk size becomes the upper limit for one section. Use it for FAQs, guides, price lists and policies written with headings.

For By sections, write documents like this (or let Improve With AI do it):

## Group classes

**Q: How much is a group class?**
A: A group class is 60 minutes and costs $25.

**Q: Can I bring a friend?**
A: Yes, the first visit for a friend is free.

## How to book a session

1. Open the bot and tap **Book**.
2. Choose a date and time.
3. Pay to confirm.

Changing Split documents or Chunk size re-indexes all documents in the Knowledge Base. Until a document finishes indexing, the AI keeps using its previous version.

Document Indexing Status

After saving a document, it goes through background indexing. Monitor the status badge:

• Pending / Indexing: Currently processing. The document is not yet searchable.
• Indexed: Successfully processed and ready for RAG use.
• Failed: Indexing failed. Open the actions menu and choose Reprocess.

Document Quality Indicators

Indexed documents display a quality rating indicating how well-structured the text is for RAG search.

• Good quality: Clear headings, clean paragraphs, and no extraction noise.
• Poor quality: Broken sentences, mixed tables, or formatting noise.

Tracking Scenario Usage

Before modifying, disabling, or deleting a Knowledge Base, click the Usage Badge on the right side of the list:

• No usage: Safe to delete.
• N scenarios: Currently used by active scenarios. Click the badge to view the list of published scenarios using this Knowledge Base.