Build your knowledge base

The agent searches the documents here when it answers. How it searches is on Built-in abilities.

The tab

Under Related, three rows open settings in other tabs that shape the library: Site, Agent behavior and Agent tools. An arrow marks them.

The library

The library is one card. Folders come first on each level, then documents, in the order the help center reads them. Press a folder to open or close it. The number after a folder's name counts the documents in it and every folder below it. Open folders stay open when you come back.

While anything is published and the help center is off, a notice above the library reads The help center is off, with Turn on.

Each document row shows, from left to right:

Search and filter

• Search documents matches titles only and returns up to 30 results.
• Source, Status and Help center each narrow the list to one value. Clear resets everything.
• While a search or filter is on, the matches are listed without folders, each with its folder path after the title.
• The library holds the 1,000 most recently updated documents and up to 200 folders. Search reaches every document.

Who sees what

Folders

Create a folder with New → New folder, or New folder in a folder's menu.

Folders nest 3 levels deep. Past that, Folders go three levels deep, and no further.

The menu is on the dots at the end of a row. Right-click a row for the same menu.

Drag to arrange

• Drag a document between two others to reorder it, in that folder. Drop it on a folder to file it at the end.
• Drag a folder to reorder it or nest it. The top and bottom edges of a folder place it beside. The middle places it inside.
• Hold over a closed folder for half a second to open it.
• Dragging is off while a search, filter or selection is on.

Select several

1. Hover a document. A checkbox appears in front of its icon.
2. Tick it. While anything is selected, clicking a row toggles it.
3. Shift-click to select a range.

The bar at the bottom reads N selected, with Move to, Help center (Publish or Unpublish), Delete and a button to clear the selection. Escape clears it too.

Organize the library

Organize appears on All documents once the library holds two documents.

1. Press Organize. The dialog reads your library.
2. Review the proposed changes. A folder that does not exist yet is marked New, and new titles are listed under Renamed.
3. Press Organize. Nothing moves before that.

• It reads document titles, sources, file names and paths, one line from the top of each document, and folder names and descriptions.
• It never renames or deletes a folder.
• It looks at the 200 most recently updated documents. A larger library shows Only the 200 most recent documents were looked at.
• No changes suggested. means everything already fits.
• It needs Standard or Pro. On Explore the dialog shows AI organization is available on Standard and Pro. See Plans.

Add documents

Press New. What you write or upload lands on the top level. To write inside a folder, use New document in its menu.

Every new or changed document is indexed. Indexing uses AI credits, so it needs Standard or Pro and credits left. Without them a document shows Failed with Indexing is paused. Check available credits or try again later. Press Try again once credits are back. See Plans.

Admins and owners see a line under the page title while indexing can't run: "Indexing needs Standard or Pro, so new documents won't be searchable yet." on Explore, or "Indexing is paused until you add credits, so new documents won't be searchable yet." when credits run out.

Write a document

1. Choose Write a document from New, or New document in a folder's menu.
2. Enter a title, up to 120 characters.
3. Write the body. Type / for the block menu. Select text for the formatting toolbar. Drag the handle in the margin to move a block.
4. Press Save, or Cmd+S / Ctrl+S.

The body is stored as markdown, up to 900 KB. The document opens once saved and shows Indexing until it is ready.

Upload files

Choose Upload files and pick up to 10 files at a time, up to 20 MB each.

• Each file becomes a document titled with its title front matter, then its first heading, then its file name minus the extension.
• The row appears at once with Indexing. Conversion runs in the background.
• Markdown and text files are stored as they are. Everything else is converted to markdown.

Errors under the upload button:

Errors on a document that shows Failed:

Documents

Open a document to read it. The line under the title shows its source, the file name or repository path, and when it was last updated. Synced and Notion documents also show a Read only badge.

The column beside the body holds the document's details.

Only admins and owners can change details. Everyone else sees them as text.

What you can edit

Any document can have a public link, whatever its source. How links are worked out and checked is on Let the agent link your docs.

Edit a document

1. Press Edit. The title and body become editable.
2. Press Save, or Cmd+S / Ctrl+S. The document is indexed again.

Cancel with unsaved changes asks Discard changes?

Document actions

The three-dot Document actions menu holds the items that apply to the document.

Try again

A Failed document shows the reason above the body and a Try again button.

A link to a deleted document shows Document not found.

Review

Review in the sidebar holds what the agent learned from conversations, waiting for a yes. Its row shows how many are waiting. Only admins and owners can review. Home shows each one as its own Knowledge suggestion or Knowledge update item too.

When nothing is waiting, the page shows Nothing to review.

Where suggestions come from

The switches are on Agent → Behavior. See Agent.

Turn both off and no new suggestions arrive. Both need Standard or Pro. See Plans.

The card

Hover or tab into a card to expand it.

• An update can only target a Written, Uploaded, Scraped or Learned document of 8,000 characters or fewer.
• A settled suggestion stays on record, so the same suggestion from the same conversation is not filed again.
• Each new suggestion also sends the knowledge.suggestion.created event. See Webhooks.

What belongs in knowledge

The agent reads live data through tools.