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A strong Knowledge Base gives the agent facts it can retrieve quickly and apply to the correct business. The goal is not to upload everything your business has - it is to provide clear, current information that answers real customer questions. Knowledge Base sources

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What belongs where

Knowledge sources are retrieved selectively, not loaded for every message. Put behavioral booking guidance in Custom Instructions and escalation requirements in Handoff Rules, rather than embedding mandatory flows in knowledge documents.

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Start with essential customer questions

Before adding sources, list the questions your team answers repeatedly. A useful starter set is:
  1. Business hours and ways to contact the team
  2. Products, services, and current pricing
  3. Ordering, booking, or appointment processes
  4. Payment, cancellation, return, and refund policies
  5. Delivery, pickup, service areas, or access instructions
  6. Availability, lead times, and fulfillment expectations
  7. Accessibility and customer requirements
  8. Account, warranty, or post-purchase support
  9. Locations and directions
  10. How to contact a person
Create a focused source for each topic rather than one large document called “Business information.”

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Add a focused text source

1

Open Knowledge Base

Go to Configuration → Knowledge Base and select Add text.
2

Use a searchable title

Name the source after the topic, such as Cancellation policy - Downtown Business.
3

Write explicit facts

Include the policy, applicable times or prices, exceptions, and what requires team confirmation.
4

Set business scope

Select the relevant business. Use Global only when the information is identical across the workspace.
5

Save and test

Start a new Playground chat and ask the same question in several natural ways.

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Copy-ready example

Replace the bracketed values with your actual policy:
This source works because it separates facts from conditions and does not let the agent turn a request into a guarantee. Configure any required escalation separately in Handoff Rules.

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Prefer precise language

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Choose the right source type

  • Manual text - best for policies, temporary notices, exceptions, and concise facts your team maintains directly.
  • Single URL - best for one authoritative, frequently updated public page.
  • Website crawl - useful for broad initial coverage, followed by review and cleanup.
  • Files - useful for structured reference material the agent should read but not send directly.
A website crawl can import outdated, duplicated, or marketing-focused content. Review the resulting coverage and add precise manual sources for important policies.

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Scope multi-business knowledge

Use Global only for facts that truly apply everywhere, such as a company-wide loyalty program. Scope operational facts to a business when addresses, hours, services, fees, or policies differ. For example, create:
  • Business hours - Downtown
  • Business hours - Airport
Do not create one Global source containing conflicting rules for both businesses unless the text clearly identifies each business.

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Test retrieval

In a new Playground chat, ask:
  • The exact FAQ: “What are your support hours?”
  • A paraphrase: “Are you open on Sunday?”
  • A question with missing business context
  • A question containing an incorrect assumption
  • A related question the source should not answer
The agent should use the correct business, avoid inventing missing details, and ask for clarification when the business is ambiguous.

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Maintain the Knowledge Base

  • Assign an owner for each policy area.
  • Include dates in time-sensitive source titles.
  • Deactivate expired information immediately.
  • Review top conversation questions monthly.
  • Search for overlapping sources before adding a new one.
  • Retest affected questions after every material change.

Knowledge Base reference

Review source types, filters, business scope, activation, and storage usage.