Home AI Studio Setting up your Knowledge Base

Setting up your Knowledge Base

Last updated on Apr 12, 2026

Your Knowledge Base is the content your AI agent uses to answer customer questions. The agent can only respond based on what you put here, so the more complete and accurate

your content, the better the agent performs.

Accessing the Knowledge Base

Navigate to Agent Studio in the sidebar. The Knowledge Base panel is the middle panel on desktop, or the second section on mobile.

Two ways to add content

You can add content by uploading a file or by adding a website.

Adding a website

This is the recommended approach if your help center or product documentation is already published online.

  1. Click Add Website at the top of the Knowledge Base panel.

  2. Enter your website URL, for example https://help.yourcompany.com. If you leave off https://, it will be added automatically.

  3. Click Discover URLs.

The system scans your website and returns a list of all the pages it found. This may take a moment depending on the size of the site.

  1. Review the list of discovered pages. Each one shows the page title and a short description. Select the pages you want the agent to learn from. You do not have to include

everything.

  1. Optionally give it a custom Title (defaults to the domain name).

  2. Click Add Website.

The selected pages are now being processed in the background. You will see the status change in the Knowledge Base panel. You can close the dialog and keep working while it

finishes.

You can add multiple websites. Each domain is added separately, so if your content lives across help.yourcompany.com and docs.yourcompany.com, add each one on its own.

Uploading a file

For content that is not published online, like internal guides, product manuals, or PDFs.

  1. Click Upload Document at the top of the Knowledge Base panel.

  2. Select a file from your computer.

  3. The file is uploaded and processing starts automatically.

Supported formats include PDF and text-based files. Processing time depends on file size.

Understanding the status badges

After you add a website or upload a file, you will see a colored status badge next to it.

  • Processing (blue, pulsing) means content is being read and indexed. Wait for this to finish.

  • Complete (green) means it is ready to use and can be assigned to an agent.

  • Failed (red) means something went wrong. You can retry.

  • Partial (amber) means some pages succeeded and others failed. The content that was processed is still usable.

  • Pending (yellow) means it is queued and will begin processing shortly.

Managing your websites

Retry failed pages

If some pages failed during processing, you can retry just the ones that failed without re-processing everything else.

Refresh

If your website content has changed since you last added it, you can refresh to re-read all the pages and update the agent's knowledge.

Rediscover pages

If new pages have been added to your website since you originally added it, use this to find them. You can then choose which new pages to include.

Add pages

Add specific new URLs to an existing website without running a full rediscovery.

Cancel

If processing is taking too long, you can cancel it. Any pages already processed will be kept.

Delete

Remove a website or file from your Knowledge Base entirely. If it is currently assigned to any agents, you will be warned before deletion.

Assigning content to an agent

Adding a website or file to the Knowledge Base does not automatically make it available to any agent. You must assign it.

  1. Go to Agents, select the agent you want, and click Edit.

  2. Scroll to the Knowledge Base section.

  3. Toggle on the websites or files this agent should use.

  4. Save.

Only content with a Complete status can be assigned.

Tips for a good Knowledge Base

  • Start with your most common questions. Look at your conversation history and add the content that answers what customers ask about most.

  • Keep content focused. One topic per page or article works better than long pages covering everything.

  • Use clear headings. Well-structured content with headings produces better results when the agent searches for answers.

  • Update when things change. If your website content changes, refresh the website in the Knowledge Base. Outdated content leads to wrong answers.

  • Start small and expand. Begin with your most important content, make sure the agent handles it well, then add more.