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A Knowledge Base is a repository of information your agent can search during conversations. Instead of cramming everything into the prompt, upload documents — product specs, policies, FAQs — and let the agent retrieve what it needs. Location: Config Panel (right sidebar) → Knowledge Base toggle

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Setup

  1. Toggle Knowledge Base ON
  2. Select a KB from the dropdown
You need to create a Knowledge Base first before you can attach it here. See Creating Knowledge Bases.

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Local vs Global

TypeScopeBest For
LocalThis agent onlyAgent-specific information
GlobalShared across agentsCompany-wide policies, general FAQs

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How It Works

  1. Caller asks a question → “What’s your return policy?”
  2. Agent searches KB → Finds relevant documents automatically
  3. Agent responds → Uses retrieved information in the answer
The agent decides when to search based on the question. You don’t need to configure triggers.

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Best Practices

Put in KBPut in Prompt
Product detailsPersonality and tone
PoliciesConversation patterns
FAQ answersEnd conditions
Pricing infoBehavioral guidelines
Smaller, topic-specific documents retrieve better than massive catch-all files.
BetterWorse
returns-policy.pdfeverything.pdf
pricing-2024.txtcompany-info.docx (500 pages)
Ask your agent questions that should hit the KB. Verify it finds the right information.