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Creating knowledge bases

Knowledge setup

Create a knowledge base when the agent needs approved documents or policies. Connect it only after you know what questions the content should answer.

The prompt should tell the agent how to use retrieved context and when to admit that no answer is available.

A knowledge base is the container for documents that agents can use when answering company-specific questions.

Step 1: Create the knowledge base

  1. Open Knowledge Bases.
  2. Click Create Knowledge Base.
  3. Enter:
  4. Name: a clear display name, for example Product Documentation
  5. Description: what this knowledge base contains

Good names make it obvious which agent or workflow should use the content.

Step 2: Plan the source documents

Before uploading, check:

  • Are the documents current?
  • Are they written in customer-safe language?
  • Do they contain internal notes that should not appear in answers?
  • Are there duplicate or conflicting versions?

Step 3: Connect the agent

  1. Open the agent configuration.
  2. Select the knowledge base in the relevant agent options.
  3. Add {context} to the system prompt only when the agent should answer from retrieved content.

Example prompt section:

## Knowledge base
Use the following retrieved context to answer company-specific questions.
If the answer is not available in the context, say that you are not sure and offer follow-up.

{context}

Good prompt rule

The knowledge base provides facts. The prompt still controls behavior.

For a callback assistant, the callback flow should remain the primary instruction. Retrieved context supports answers; it does not replace the conversation goal.

Next steps