Knowledge Base

Give your agent the documents, FAQs, and websites it should answer from. Upload files, type FAQs, add URLs to crawl, and turn on web search when you want the agent to look beyond your content.

Knowledge Base is Step 4 (Hybrid) or Step 3 (Text / Voice). The page has four tabs: Files, FAQs, URLs, Search. Every item you add is saved immediately, you don’t need to click Save Draft on this step.

How the agent uses the knowledge base

When a customer asks something, the agent searches your knowledge base for the most relevant chunks (passages from files, matching FAQs, indexed URL pages) and uses them to write its answer. Items go through a multi-stage status pipeline before they’re ready: pending → processing → training → trained. Only trained items are queryable.

If you turn on Search, the agent can also look at the public internet (or a list of domains you specify) when none of your trained content matches.

Tab bar

A custom tab bar at the top of the page with stat chips per tab.

Tab	What’s there
Files	Document uploads (PDF, DOCX, TXT, etc.) with the two-phase upload and bulk actions
FAQs	Q&A pairs you type, with CSV import / export
URLs	Web pages the agent crawls and re-crawls on a schedule
Search	A switch to allow public web search, with optional domain restrictions

Each tab carries its own count chip (e.g. 12 files, 34 FAQs, 8 URLs, Search on).

Files tab

Supported file types

Type	Extensions
Documents	PDF, DOCX, TXT
Spreadsheets	CSV, XLSX
Images	PNG, JPG

Limit	Value
Per-file size	10 MB
Total storage	100 MB per agent

When total storage is full, the drag-drop zone is disabled and a red warning replaces the upload prompt.

Two-phase upload

Files don’t upload immediately. They go through a deliberate two-step flow so you can review before sending big batches.

1. Drop or browse

   Drag files onto the upload zone, or click to open a file picker. Each accepted file appears in a list as a pending placeholder (status chip: Pending). The raw file is held in your browser until you confirm.

2. Pending bar appears

   A bar at the top of the file list reads N new files ready to train, with two buttons: Cancel (clears pending files) and Upload & Train (sends them to the server). Filenames are deliberately not shown in the pending bar (long filenames break the layout). They appear in the file list below.

3. Upload & Train

   Click Upload & Train. Files are sent to the server in one batch. The status flips to Processing (amber chip), then Training (primary chip with pulse), then Trained (green chip) once the agent can answer from them. If something goes wrong, the chip becomes Failed (red).

Status chips

Status	Color	Meaning
Pending	grey muted	Local placeholder, not yet uploaded
Processing	amber + pulse	Server received the file, parsing it
Training	blue + pulse	Adding it to the agent’s index
Trained	green	Ready, the agent can answer from this file
Failed	red	Something went wrong server-side

The wizard polls the server while items are in transient states (Pending / Processing / Training) so you see status changes live without refreshing.

File list

A sortable table once you have files. Columns:

Column	Sort behavior
Checkbox	Select all on the header, individual on each row
File (name + icon)	Alphabetical
Status	By state priority (Pending > Processing > Training > Failed > Trained)
Size	Numeric
Uploaded	Most recent first by default. This is the only column where Status priority breaks ties (so a freshly-added pending row surfaces near the top).
Type	Alphabetical by extension
Actions	Hover-revealed Trash icon per row

Click any column header to sort by that column. Click again to reverse. The active sort column is highlighted.

Pagination kicks in at 25 rows.

Bulk actions

When you tick rows, a bulk action bar appears with:

• Select all on this page checkbox
• Retrain , re-runs the indexing pipeline on the selected files
• Download , downloads the original files as a zip
• Delete , opens a confirmation dialog, then deletes the selected files

Bulk delete requires confirmation, the dialog reads Are you sure? with a red Delete button.

Empty state

When you have no files yet, the file list area shows an empty state card with a file icon and the line No files yet (plus a hint about supported types). The empty state stretches to fill the area so the page doesn’t look broken.

FAQs tab

Question and answer pairs that the agent uses verbatim when a customer asks something matching the question.

Adding FAQs

Two ways:

1. Type them manually , click Add FAQ, fill in Question and Answer, save. New FAQs first appear as pending cards; click Train all (or wait for batch training) to convert them into trained table rows.
2. Import from CSV , click Import CSV, upload a .csv file with two columns: question, answer.

Limit	Value
Question max length	300 characters
Answer max length	2,000 characters
Max rows per CSV import	500
CSV encoding	UTF-8 with BOM (so Arabic renders correctly in Excel)

Editing & deleting

Action	Behavior
Inline edit	Click any FAQ row to expand and edit Question / Answer in place
Bulk select	Checkboxes on each row, plus a select-all checkbox in the header
Bulk delete	Same confirmation dialog as Files
Bulk export	Downloads selected FAQs as a UTF-8 BOM CSV

The CSV import / export round-trips cleanly: you can export your FAQs, edit in Excel or Google Sheets, and re-import with no encoding drift.

URLs tab

Add public web pages and the agent crawls them on a schedule, indexing their content into the knowledge base.

Adding URLs

Type or paste a URL into the input. Click Add URL. The agent validates the URL:

• Must start with http:// or https://. Other protocols (javascript:, data:, file:, etc.) are rejected.
• Must be a public, reachable URL.

Once added, the URL goes into the same status pipeline as files: Pending → Indexing → Indexed, or Failed on error.

URL list

Column	What it shows
URL	The URL itself
Status	Same chip styles as Files: Pending, Indexing, Indexed, Failed
Pages	Number of pages indexed from that URL
Last Crawled	Timestamp of the most recent crawl
Actions	Recrawl (re-runs the crawler) and Delete (with confirmation)

Search tab

Lets the agent look at the public internet (or a list of domains you specify) when its knowledge base doesn’t have an answer.

Master toggle

A single switch: Allow public web search. When off, the agent will say I don’t have that information if the knowledge base doesn’t cover the question. When on, an amber note appears warning about the implications:

Allowing the agent to search the public internet means it may surface content you didn’t author. Consider scoping it with a domain list below.

Domain restriction list

When the search switch is on, an optional list of allowed domains appears. Add one domain per row (e.g. example.com). When the list is non-empty, the agent only searches those domains. When the list is empty, search covers the entire public web.

Action	Behavior
Add a domain	Type or paste, then Add. Same protocol whitelist as URLs (no javascript: etc.).
Remove a domain	Click the trash icon. The list updates immediately.
Bulk save	Not needed, each add / remove is saved as it happens.

How saves work on this step

Knowledge Base is the only step that doesn’t bulk-save. Every item you add (a file, an FAQ, a URL, a domain restriction) is saved immediately, item by item. That’s why the Save Draft button doesn’t have a “save the KB” effect, there’s nothing to save, it’s already saved.

Deletes always require a confirmation dialog with a red Delete button.

Common questions

My file got stuck on Processing.

Refresh the page once. The wizard’s polling sometimes loses the connection on slow networks. If it’s still stuck after 5 minutes, retrain the file via the Files tab bulk Retrain action.

The agent isn't using my FAQ.

Two checks: (1) the FAQ status is Trained (not Pending), (2) the question phrasing in the FAQ is similar to how customers actually ask. Try adding a second FAQ with a paraphrase of the same question.

I uploaded a 12 MB PDF and it was rejected.

Per-file limit is 10 MB. Split the PDF into smaller chunks, or compress images inside the PDF, then re-upload.

My CSV import showed Arabic as `???`.

The CSV must be UTF-8 with BOM. Open it in Excel, export it as CSV UTF-8 (Comma delimited). Or use the Export CSV in the FAQs tab as your template, that file is BOM-encoded.

A URL I added shows 'Pages: ,'.

The Pages count and Last Crawled timestamp are columns the backend doesn’t fill yet. The crawl still happens, the agent does answer from the URL’s content. The display columns will populate once the backend ships those fields.

Can I limit the agent to only answer from one specific file?

Not on this step. The agent searches across all trained items. To scope answers, write your system prompt in Text Settings to point the agent at specific topics.

The Search toggle is off but the agent still answers things I didn't upload.

Models have general world knowledge that’s separate from your knowledge base. The toggle controls web search, not what the model already knows. To force strictly-grounded answers, write that into your system prompt: Only answer using the provided knowledge base. If you don’t know, say so.

Next

Step 5: Tickets & Leads

Configure how the agent collects customer info, files tickets, and qualifies leads. Plus notifications by email, Slack, or CRM.