Knowledge Base

The knowledge base is the library of documents your AI agent reads from when answering customers. Upload your policies, FAQs, and product guides once, and the agent retrieves the most relevant passages to ground its replies in your own content.

1. What the Knowledge Base Is and How the AI Uses It

When a customer asks a question, the agent does not guess. It searches the knowledge base, pulls the passages most relevant to the question, and writes its answer from that retrieved content.

The agent reaches the knowledge base through two built-in tools (visible in the Available Tools panel when you build a workflow):

Tool	What it does
ask_knowledge_base	Searches your uploaded documents and answers from the most relevant passages.
get_policy	Looks up policy content (returns, shipping, etc.) you have added to the knowledge base.

The search is semantic, not keyword-only. The agent expands the question, matches it against indexed passages by meaning, and returns the top matches ranked by similarity. You can see exactly how this works in the Test Knowledge Base tool (see Section 5).

note

The agent can only answer from documents that have finished indexing (status Ready). Uploading a file is not enough on its own — wait for indexing to complete.

2. Uploading Knowledge

You can manage knowledge from two places:

• AI Agents → Knowledge Base — the central library of all documents (shown above).
• An agent's Knowledge tab — the same upload flow, but the file is also linked to that agent (see Section 4).

Supported Formats and Limits

Allowed formats	Maximum size
PDF, DOC, DOCX, TXT, MD	10 MB per file

caution

Files that exceed 10 MB or use an unsupported format are rejected before upload. Split large documents into smaller, focused files.

Upload a Document Step by Step

1. On the Knowledge Base page, click Upload Document.
2. Enter a Name for the document (required). Use a clear, descriptive title — the agent and your team use it to identify the source.
3. Choose a Category (required). Pick an existing category from the dropdown, or select Create new category to add one inline. See Section 3.
4. Add the file in the Upload area:
   • Drag and drop the file onto the dashed box, or
   • Click the box to browse and select a file.
5. Optionally add a Description summarizing what the document covers.
6. Click Upload Document.

Processing and Indexing Status

After you submit, the dialog shows progress through two phases:

1. Uploading — the file is sent to Fyncall.
2. Indexing — the document is split into passages and indexed so it can be searched.

Once finished, the file appears in the table. Each row shows a Status badge:

Status	Meaning
Pending	Queued, not yet indexed.
Indexing	Being processed into searchable passages.
Ready	Indexed and available to the AI.
Failed	Indexing did not complete — try re-uploading the file.

tip

Only Ready documents are searchable by the agent and available in the testing tool. If a file is stuck on Pending or shows Failed, delete it and upload again.

3. Organizing Knowledge with Categories

Categories group related documents (for example, Returns, Shipping, Product Guides) and let you filter the library.

Create a Category

1. On the Knowledge Base page, click Add Category.
2. Enter a Category name (required).
3. Optionally add a Description.
4. Click Add Category.

You can also create a category on the fly while uploading a document, using the Create new category option in the category dropdown.

note

Creating categories requires the Manage Agents permission. If you do not see the Add Category button, ask an administrator.

Filter and Find Documents

Use the filter bar above the document table to narrow the list:

• Search documents by name or description.
• Category dropdown filters to a single category (or All Categories).
• Files per page controls how many rows show at once; use the pagination controls to page through results.
• Reset clears all active filters.

4. Linking Knowledge to a Specific Agent

Documents in the central library become available to an agent when they are linked to it. Manage this from the agent's Knowledge tab.

1. Open the agent and select the Knowledge tab. The header shows how many files are currently linked.
2. To attach existing documents, click Link Files, select one or more files from the list, and confirm. Already-linked files are skipped automatically.
3. To add a brand-new document and link it in one step, click Upload & Link. This opens the same upload dialog from Section 2; the file is uploaded to the library and linked to the agent.
4. To detach a document, use the Unlink action on its row and confirm. Unlinking removes it from this agent only — the file stays in the central library.

tip

Link only the documents an agent actually needs. A focused knowledge base produces more accurate, on-topic answers than one crowded with unrelated files.

5. Managing and Testing Knowledge

Row Actions

Open the ⋯ (more) menu on any document row in the central library:

Action	What it does
View Chunks	Inspect the indexed passages the document was split into. Available only once the file is Ready.
Download	Download the original file.
Edit	Update the document's name, category, or description, or replace the file with a new version.
Delete	Permanently remove the document. This cannot be undone.

caution

Deleting a document removes it from the knowledge base and from every agent it was linked to. Make sure it is truly obsolete first.

Test the Knowledge Base

Before relying on a document in production, verify the agent can find and answer from it.

1. Click Test Knowledge Base (enabled once at least one document is Ready).
2. Type a question the way a customer would ask it.
3. Optionally open Settings to:
   • Search in a specific file or All indexed files.
   • Set the number of chunks to retrieve (top results to consider).
   • Customize the System Prompt (use the {context} placeholder for the retrieved passages).
4. Send the question. The answer appears along with:
   • The expanded query the system actually searched for.
   • The sources used, each with a match percentage showing how closely the passage matched.

Use this to confirm coverage and spot gaps. If the agent cannot answer a common question, add or improve the relevant document.

Tips for Effective Knowledge Content

• Be specific. Write "Items can be returned within 30 days for a full refund" rather than "We have a generous return policy."
• Structure clearly. Use headings and short sections so the indexer can isolate distinct topics.
• One topic per file. Smaller, focused documents retrieve more cleanly than large catch-all files.
• Use descriptive names and descriptions. They help both your team and the agent identify the right source.
• Keep it current. Review documents regularly, replace outdated versions via Edit → Replace File, and delete obsolete content.