Answer from your knowledge

A Knowledge Base holds information your Agent can use to answer customer questions, such as product descriptions, opening hours and service policies.

Set up reliable answers

1. Create a Knowledge Base for a clear subject or audience.
2. Upload documents or import a website.
3. Connect the Knowledge Base to the Agent and add a rule for missing answers.
4. Test known, rephrased and unknown questions.
5. Adjust knowledge search settings only after checking the source content.

Choose the right source

Information	Where it belongs
Approved product facts and policies	Knowledge Base
Conversation order and behavior	System prompt
Current account or booking status	An authorized API tool or pre-processing lookup
Public information that changes frequently	A configured web search tool, if suitable for the task

Compare test answers with your sources. Remove outdated documents and resolve conflicting information before using the Knowledge Base.

See content best practices for a maintainable document structure.