Purpose
A knowledge base is a collection of documents a bot can search during a call to answer questions it was not scripted for — for example foreclosure FAQs, charges, eligibility rules, or product guidelines. When you attach a knowledge base to a bot, the bot can look up relevant passages and answer from them instead of guessing.
This page covers the two screens you use to manage knowledge bases:
- The Knowledge Bases list, where you create and browse them. Open it from the dashboard sidebar, or go directly to
/dashboard/knowledge-bases.
- The Knowledge Base detail page, where you upload and manage the documents inside one knowledge base.
Creating a knowledge base and uploading documents makes the content available, but a bot will only use it once you attach the knowledge base to that bot. You attach knowledge bases from the bot’s configuration — see Tools & integrations. Knowledge Bases list
What you see
Each knowledge base appears as a card. Click a card to open its detail page.
| Card detail | What it shows |
|---|
| Name | The name you gave the knowledge base, with a status badge beside it. |
| Description | The optional description text, if you entered one. |
| Document count | How many documents have been uploaded into this knowledge base. |
| Chunk count | The total number of text chunks across all its documents. A chunk is a small passage of text the bot can search; one document becomes many chunks. |
Status badges
| Badge | Meaning |
|---|
| active (green) | The knowledge base is ready for bots to search. |
| inactive (neutral) | The knowledge base is not ready. |
Create a knowledge base
The create form sits at the top of the list. Fill in the fields and click Create.
| Field | What to enter | Required |
|---|
| Name | A clear identifier for the knowledge base, for example “Foreclosure FAQs”. Cannot be empty. | Yes |
| Description (optional) | A short note describing what the knowledge base contains, for example “FAQ documents, compliance rules, product guidelines”. Leave blank if you don’t need it. | No |
| Button | What happens when you click |
|---|
| Create | Creates the knowledge base. On success it appears as a new card in the list below. If something goes wrong, an error message appears. The button is disabled while the knowledge base is being created. |
| KB card | Opens the Knowledge Base detail page for that knowledge base, where you upload and manage its documents. |
Create the knowledge base first, then open it and upload your documents. A new knowledge base starts empty — its document and chunk counts are zero until you add files.
Empty and loading states
| Situation | What you see |
|---|
| No knowledge bases yet | A message — “No knowledge bases yet. Create one above.” — prompting you to use the create form. |
| Page still loading | A “Loading…” message while the list is fetched. |
Knowledge Base detail
Open this page by clicking a card on the list. Here you upload documents, watch them index, edit the description, and remove documents you no longer want.
The page header shows the knowledge base name with its active / inactive badge, the description, and the document table.
| Button | What happens when you click |
|---|
| Back | Returns you to the Knowledge Bases list. |
| Edit (pencil icon) | Switches the description into edit mode, showing a text box with Save and Cancel buttons. See Edit the description. |
| Upload Document | Opens a file picker to add a document. See Upload a document. The button is disabled while an upload is in progress and shows “Uploading…”. |
Edit the description
Click the pencil icon next to the description to edit it.
| Field | What to enter | Required |
|---|
| Description | A description of what the knowledge base contains, for example “foreclosure FAQs, charges, NOC, eligibility, or product rules”. Up to 2000 characters; a live counter shows how many you have used (for example 120/2000). | No |
| Button | What happens when you click |
|---|
| Save | Saves the edited description to the platform. The button shows “Saving…” while in progress and is disabled until it finishes. On success the new text is shown and edit mode closes. |
| Cancel | Discards your changes and returns the description to read-only without saving. Disabled while a save is in progress. |
Upload a document
Click Upload Document
Click Upload Document to open the file picker. Only these file types are accepted: .docx, .pdf, .txt, .md, and .csv. Each file can be up to 20 MB.
Choose a file
Pick the file you want to add. The upload begins as soon as you select it.
Wait for indexing
The platform uploads the file and then indexes it — it extracts the text, splits it into chunks, and generates the search data the bot needs. While this runs, the upload area shows a spinner with “Indexing document…” and the hint “Extracting text, chunking, and generating embeddings”. When indexing finishes, the document appears in the table with its final status.
While any document is still indexing, the table refreshes itself automatically every few seconds so you can watch the status change without reloading the page.
Documents table
Each uploaded document is a row in the table.
| Column | What it shows |
|---|
| File Name | The filename of the uploaded document. |
| Status | The document’s indexing status as a badge. See Document status below. |
| Chunks | The number of text chunks extracted from the document. |
| Characters | The total amount of text in the document, as a character count (formatted with commas, for example 12,480). |
| Version | The document’s version number, shown as v1, v2, and so on. |
| Delete (trash icon) | Removes the document. See Delete a document. |
Document status
| Badge | Meaning |
|---|
| uploaded (gray) | The file has been received but indexing has not started yet. |
| indexing (blue, with spinner) | The platform is extracting text, chunking it, and building the search data. The document is not yet searchable. |
| indexed (green) | Indexing finished successfully. The document is ready and the bot can search it. |
| failed (red) | Indexing failed. An error message is shown in red beside the badge explaining what went wrong. Delete the file and re-upload it, or fix the file and try again. |
A document is only available to a bot once its status is indexed. A document showing uploaded, indexing, or failed will not be used in answers.
Delete a document
| Button | What happens when you click |
|---|
| Delete (trash icon, on a document row) | Permanently removes that document from the knowledge base. It disappears from the table immediately. If the removal fails, an error message appears. |
Deleting a document is permanent — there is no undo. Make sure you no longer need the file before removing it. You can always re-upload it later, but it will index again from scratch and start at version v1.
How a bot uses a knowledge base
Once a knowledge base has at least one indexed document and is active, attach it to a bot from the bot’s configuration. During a call, when the customer asks something the bot’s prompt doesn’t directly cover, the bot searches the attached knowledge base for the most relevant chunks and answers from them.
To attach a knowledge base to a bot and test that it answers correctly, see Tools & integrations and Test calls.