The Knowledge Base transforms your documents, tables, and reference materials into an intelligent, searchable layer that powers AI agents, workflows, and dashboards. This guide walks you through creating and organizing knowledge effectively.
Knowledge refers to any material that supports internal decision-making or automation:
SOPs and how-to guides
Reference tables (thresholds, pricing, validation rules)
Draft templates or sample phrasing
Connected data from external systems (CRMs, databases)
Synced content from Notion, Google Drive, SharePoint, etc.
Once added, this content can be queried by agents, referenced by workflows, or used in dashboards, without needing to manually search.
Use this method for static files stored locally or when you need one-time uploads:
Best for:
PDF, Word, or text documents
CSV or Excel spreadsheets
Policy documents, templates, archived reports
Steps:
Click "Add Source" in the Knowledge Base
Select Upload tab
Choose the file(s) you want to upload using drag-and-drop or file browser
Monitor upload progress with real-time indicators
Assign to a Collection
Click "Add to Knowledge Base" to complete
Supported file types: PDF, DOC, DOCX, TXT, CSV, XLSX
Use this for dynamic data that requires scheduled updates:
Best for:
CRM records (Salesforce, HubSpot)
ERP data (QuickBooks, SAP)
Customer databases
Sales performance data
Steps:
Click "Add Source" > Connect tab
Select your database integration
Provide API credentials or authentication
Choose specific tables, records, or data views to sync
Configure sync schedule (hourly, daily, weekly)
Assign to a Collection for organization
Sync behavior: Scheduled updates with status monitoring and error handling.
Use this for live, collaborative content that changes frequently:
Best for:
Team communication (Slack channels)
Shared documents (Google Drive, Notion)
Collaborative workspaces (SharePoint, Airtable)
Supported integrations include:
Google Drive (documents, folders)
Slack (channel content, message history)
Notion (pages and databases)
SharePoint (document libraries)
Airtable (bases and tables)
Steps:
Click "Add Source" > Connect tab
Select the platform you want to connect
Authenticate your account with OAuth
Select which folders, channels, or databases to sync
Configure sync preferences (real-time vs. scheduled)
Assign to a Collection
Sync behavior: Real-time updates via webhooks or polling, depending on the platform's capabilities.
Collections help you group related knowledge by topic, function, or audience. Think of them as smart folders that workflows and agents can reference specifically.
Ensure agents only access relevant material
Scope retrieval to avoid noise and irrelevant results
Maintain separation by workflow, department, or use case
Improve search accuracy and response quality
Collection NameContentsUsed ByCustomer Support DocsFAQs, troubleshooting guides, response templatesSupport agents, chatbotsFinance RulesApproval thresholds, policy documents, proceduresApproval workflows, finance dashboardsSales MaterialsPitch decks, product briefs, competitive analysisSales agents, proposal workflowsHR PoliciesEmployee handbook, benefits info, proceduresHR workflows, employee self-serviceGo to the Collections tab in the Knowledge Base
Click "New Collection"
Name the collection descriptively
Add a clear description of its purpose and contents
Add existing sources or upload new content directly into the collection
Configure access permissions if needed
Use this approach when your knowledge comes in a question-answer or rule-based format:
Recommended structure:
Question column: Common queries or scenarios
Answer column: Detailed responses or guidance
Category/Tag column: For filtering and organization
Priority column: For handling multiple applicable answers
Last Updated column: For content freshness tracking
Tips for effectiveness:
Use consistent phrasing and terminology
Include variations of common questions
Add examples in separate columns when helpful
Keep answers concise but complete
When processing long documents, the system breaks content into "chunks" for better indexing and retrieval:
Best practices:
Use clear headers and subheaders to guide chunking
Keep related information together in logical sections
Avoid uploading massive files as single blocks
Break complex procedures into step-by-step sections
Document structure tips:
Use consistent heading hierarchy (H1, H2, H3)
Include white space between sections
Use bullet points and numbered lists appropriately
Add table of contents for long documents
Enhance content clarity and filterability with strategic metadata:
Status tags: "active," "archived," "draft," "under review"
Version information: "v2.1," "2024-Q1," "latest"
Department/owner: "HR," "Finance," "Sales," "IT"
Content type: "policy," "template," "reference," "procedure"
Audience: "managers," "all-staff," "customer-facing"
During upload, use the metadata fields in the source configuration
For connected sources, configure field mapping to capture relevant metadata
Bulk edit metadata for existing sources in the Collections view
Keep your knowledge base reliable and current:
Quarterly reviews: Audit content for accuracy and relevance
Version control: Remove outdated files and update versioning
Usage analysis: Monitor which knowledge gets accessed most frequently
Owner validation: Have team owners review and approve new knowledge
Dead link checking: Verify external references and links still work
Is the information current and accurate?
Are file names and descriptions clear and searchable?
Is the content properly tagged and categorized?
Does the formatting support good chunking?
Are there any duplicate or conflicting sources?
Once created and organized, your knowledge powers multiple parts of the system:
Purpose: Answering questions, summarizing content, providing context
To connect:
Open the Agent's configuration panel
Go to "Connected Resources" > "Knowledge"
Select one or more Collections
Configure retrieval settings:
Search method (semantic, hybrid, filtered)
Result limits and ranking
Fallback behavior for no matches
Purpose: Decision logic, validation rules, routing criteria
To connect:
In workflow builder, add a "Knowledge Query" step
Select target Collections
Define query parameters and filters
Map results to workflow variables
Purpose: Reference data, rule mappings, threshold values
To connect:
In dashboard configuration, add a "Knowledge Reference" component
Select Collections containing reference data
Configure display format and update frequency
For maximum effectiveness:
Start with high-impact, frequently-used knowledge
Use consistent naming conventions across all sources
Organize Collections by usage pattern, not just topic
Regularly validate knowledge accuracy with subject matter experts
Monitor usage analytics to identify gaps or redundancies
Test knowledge retrieval in realistic scenarios before deploying to production