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As mentioned earlier, filling your AI assistant with the right knowledge should be one of the first steps in setting it up. This section explains how to do it in detail. Knowledge Interface Navigate to the left-hand menu and click on Knowledge. From there, you’ll find four compatible ways to add information your AI assistant uses to answer customer questions accurately:

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Files

Upload comprehensive documents or structured content to your AI’s knowledge base. This includes .pdf, .doc, .docx, or .txt files containing valuable information about your products, policies, company, or anything else relevant to your customers. Why it’s useful: Perfect for adding bulk information like product catalogs, policy documents, user manuals, and other comprehensive resources that provide detailed context to your assistant.

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Custom Text

Add information quickly by typing or pasting text directly. Perfect for short-form content and quick updates. Why it’s useful: Ideal when you need to add specific information without creating a document, or when you want to paste content from other sources. Great for quick knowledge base updates and adding brand-specific messaging.

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Website

Automatically import content from your website pages by adding a URL. Your AI will learn from the page content. Why it’s useful: Saves time by pulling information directly from your existing web pages. Ensures your assistant has access to your latest blog posts, product pages, policies, and other web content without manual copying.

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Questions & Answers

Update your AI’s knowledge base with specific question-answer pairs to ensure accurate responses to particular queries. Why it’s useful: Provides exact, controlled answers to frequently asked questions. This is especially helpful when your existing documents don’t cover certain topics well, or when you need to ensure specific brand-approved responses to common customer questions.
You don’t need to fill in all four sections—often, just one or two will be enough depending on how well your information is structured and presented. Choose the method that best fits your content and workflow.
After adding new content, click Apply Changes to update your AI assistant with the new knowledge.

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Failed Knowledge Sources

If any knowledge sources fail to process (due to format issues, connectivity problems, or other errors), they will be tracked separately with clear error messages. You can access these through an interactive modal that allows you to:
  • View detailed error information
  • Retry processing failed sources
  • Remove sources that are no longer needed
This feature ensures you always have visibility into your knowledge base status and can quickly resolve any issues that prevent content from being added to your AI assistant.
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