Docs, PDFs, and links
Bring help centre pages, handbooks, and product sheets into one place the agent can search.
How it works
From upload to accurate answers
- 01
Upload your sources
Add PDFs, markdown, docs, and website links that define your product, policies, and FAQs.
- 02
Keep them organized
Group content by topic so the agent can find the right article for billing, shipping, or product questions.
- 03
Agent searches first
When a visitor asks, the agent looks up matching content before answering — so replies stay on-policy.
- 04
Improve from gaps
Questions it cannot answer show up after conversations, so you know what to add next.
Capabilities
Built for support that stays honest
A knowledgebase is useful only if the agent prefers it over improvising.
Verified answers
Visitors get replies grounded in what you uploaded — not invented pricing or policy.
Works in chat and voice
The same library powers typed chats and spoken calls, so you maintain content once.
Article-level control
Point the agent at the right kind of source for each job — quick FAQs vs deeper guides.
Fresh when you update
Replace a doc and the agent starts using the new version — no rebuild of the whole agent.
Pairs with datastores
Knowledge answers the question; a datastore captures the lead or ticket when a human is needed.
In practice
When a knowledgebase pays off
These are the moments teams stop relying on tribal knowledge in Slack.
Deflect repeat FAQs
Shipping times, return windows, plan limits — answered from your docs every time.
Onboard without a human
New buyers get setup steps from your guides instead of waiting on email.
Keep policy consistent
Every agent answer cites the same rules your team already approved.
Close the content loop
Unanswered questions from conversation intelligence tell you what to write next.
FAQ
Common questions
What can I upload?
PDFs, markdown, documents, and website URLs are the usual sources. Start with the pages your support team already trusts.
Will the agent invent answers if nothing matches?
You design the agent to prefer knowledgebase hits. When content is missing, conversation intelligence can flag the gap so you can fill it.
Do voice and chat share the same knowledge?
Yes. One library powers both, so you do not maintain two content sets.