Add a knowledge base for the AI
Give the assistant your FAQs, policies and product details so it can answer instead of handing off.
Who can do this: Owner and AdminPlan: All plans with AI enabled
The assistant searches your knowledge base for the pieces that match each question and uses them in its draft or auto-reply.
Add a document
- Go to AI Agents → Setup and scroll to Knowledge base.
- Click Add document.
- Title — e.g. Returns & refunds policy.
- Content — paste the FAQ answer, policy text or product details.
- Click Save document.
Use the pencil icon to edit a document and the bin icon to remove it.
Write documents that work well
- One topic per document. “Delivery areas and charges” and “Refund policy” as separate documents beat one long page.
- Use the customer’s words in the title, e.g. Do you deliver on Sundays?
- Be specific. Include numbers, timings, areas and conditions.
- Keep it current. Update prices and offers when they change — the assistant repeats what’s written here.
Keyword vs semantic search
By default the knowledge base uses keyword search: it finds documents that share words with the question. With an embeddings key it switches to semantic search, which also finds documents that mean the same thing in different words.
To turn on semantic search, add an embeddings key in Settings → AI connections, then click Reindex in the knowledge base to re-embed existing documents.