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Setting up your Knowledge Base

Managing Your Knowledge Base

Manage sources, tags, usage limits, and activate your KB Agent to deliver accurate, on-brand answers.

After adding sources, manage them from the Knowledge page. You’ll see:

  • Source Name — file name, Q&A title, or URL for quick identification
  • Status — Processing (ingesting) or Enabled (active)
  • Source Size — file size
  • Usage Count — how often the AI used this source
  • Updated — last update time

You can click any source to edit, add/modify KB Tags, or preview content.

KB Tags

KB Tags are key–value pairs (e.g., department: billing, product: x, audience: internal) that let you route and scope which sources the AI can use.

Example:
For billing queries, workflows can be configured to only search documents tagged department: billing.

When to use tags

Use tags to separate internal vs external docs, products/SKUs, regions, or compliance levels. This keeps answers relevant and reduces noise.

Best practices
  • Standardize keys (e.g., department, product, audience)
  • Keep values short and predictable (e.g., billing, returns, pro)
  • Use 1–3 tags per source for clarity

Account Usage & Limits

Plans include limits on total sources and storage size.

  • Monitor current usage at the top of the Source page.
  • If you’re close to limits, plan a cleanup or consider an upgrade.

Activate with the KB Agent

Open KB Agent from the left menu to connect instructions and sources:

  1. Add Custom Instructions to guide tone, format, and decision-making.
  2. Review the list of active KB Sources and confirm the scope aligns with your tags and workflows.

Q&As and KB Gap

  • QnAs: Create canonical Q&A pairs for high-traffic questions.
  • KB Gap: See questions the AI couldn’t answer with current sources—then fill those gaps with new docs or Q&As.
Closing the loop

Review KB Gap weekly, add or tag missing sources, and update instructions if needed. This continuous loop boosts accuracy and deflection.

What makes a strong Q&A?
  • One clear question per entry
  • Short, factual answer with links for depth
  • Consistent voice and formatting

Checklist

  • Sources added and named consistently
  • Tags applied (department/product/audience)
  • Usage & limits reviewed
  • KB Agent instructions set and tested
  • Q&As created for top queries
  • KB Gap reviewed and actioned weekly