Knowledge

What it is

A Knowledge Base is a set of documents your Agents can search and quote from: policies, price lists, FAQs, product sheets, SOPs. You upload files or paste text; FLAE reads them, splits them into passages and indexes them. An Agent with the Knowledge Base attached searches it when it answers and names its sources. Find it in the left menu under Build → Knowledge.

Key concepts

• Knowledge Base — a named container of documents, with an optional description and an audience.
• Audience ("Who can read this content"), chosen when you create it:
  • Public — Agents that answer customers can read this content.
  • Internal — for internal use only. Agents that answer customers cannot read it.
• Document (source) — one uploaded file or pasted text. It is split into passages; a search returns passages.
• Labels — each document gets a Type (Policy, SOP, Pricing, FAQ, Product, Other) and optional Effective from / Effective until dates. FLAE fills them in automatically; you can correct them once the document is ready.
• Search Knowledge — the search an Agent gets automatically when Knowledge Bases are attached to it.

How it works

Document status

Status	Meaning
Waiting to start	Uploaded, waiting to be processed.
(processing)	Shows the current step: Reading the file, Splitting into passages, Adding context to passages, Labeling the document, Indexing.
Ready	Searchable by Agents.
Failed	Not searchable. The reason is shown (for example "The PDF is password protected"); Ingest again retries.

A ready document marked Needs review was read with a warning or could not be labelled automatically: check its type and dates.

How Agents use Knowledge

1. In the Agent builder, attach Knowledge Bases on the Knowledge page. The Agent gets Search Knowledge.
2. When it answers, the Agent searches with a short question, reads the matching passages, and names its sources.
3. In a conversation — a chat channel, a call, or the Agent's Test tab — the Agent searches only Public Knowledge Bases. Internal Knowledge Bases are searched only in Workforce steps without a conversation.
4. When a question is about a past date, the Agent can keep only documents effective on that day. Newer documents rank higher.

Changes take effect at once: a new ready document is searchable right away, and a deleted one can no longer be found.

Common tasks

Create a Knowledge Base

1. Go to Knowledge and press Create Knowledge Base.
2. Enter a Name, an optional description, and choose Public or Internal.
3. Press Create.

Add documents

• Drop files on the Knowledge Base page or press Choose files: PDF, DOCX, TXT or MD, up to 25 MB each.
• Or press Paste text, give it a Title and the Content, and press Add text.

Check a document

Click a document to open its details: the content as read, pages, passages, ingest cost, and its labels. Edit Title, Type, Effective from and Effective until once it is ready. Open file shows the original; Ingest again reprocesses it; Delete removes it.

Test what Agents would find

Press Test search, type a Question, choose which Knowledge Bases to search, and press Search. Each result shows the passage, its document and page, and a score. Turn on View as the customer-facing agent to see only what a customer-facing Agent can read (Public only).

Attach a Knowledge Base to an Agent

Open the Agent, go to the Knowledge page in the builder, press Attach Knowledge Base and pick it. Save and publish the Agent. See Agents. The Knowledge Base page lists the Agents using it (live or in a draft).

Change audience, edit, delete

• Edit changes the name, description and audience. Switching to Internal stops customer-facing Agents from reading it; switching to Public lets them read every document in it.
• Delete removes the Knowledge Base and all its documents; it cannot be undone. The dialog lists the Agents that will no longer find it.

Limits and rules

• Who can do what: Workspace Admins (and Organization Owners and Admins) create, edit and delete Knowledge Bases and documents. Builders can view Knowledge and run test searches. Other members cannot open Knowledge. Nothing can be changed in an archived Workspace.
• Files: PDF, DOCX, TXT or MD; up to 25 MB each; a PDF up to 300 pages; password-protected PDFs cannot be read. Pasted text: up to 200,000 characters.
• An Agent can attach at most 10 Knowledge Bases.
• Labels can be edited only when the document is Ready. Effective until cannot be before Effective from.
• Voice Agents, like every conversation, read only Public Knowledge Bases.

Related

• Agents — attach Knowledge Bases to an Agent.
• Skills — procedures an Agent follows, rather than facts it looks up.
• Workforce — where Internal Knowledge Bases are used.
• Contact Center — the customer conversations where Public Knowledge Bases are read.