Knowledge Base Management
Build and manage your knowledge repository for intelligent information retrieval
Knowledge Base Overview
Your knowledge base is the foundation of intelligent customer interactions, providing agents with accurate, up-to-date information to answer questions and solve problems. Based on the external-ui architecture, the knowledge base is organized into Sources and Collections within your organization.
Knowledge Base Structure
The external-ui reveals a structured approach to knowledge management:
Sources
Individual knowledge sources such as documents, websites, or data feeds that contain information for your agents to reference.
Collections
Organized groups of sources that can be used to categorize and manage related knowledge for specific agent types or topics.
Organization-Scoped
Knowledge base resources are scoped to your organization, ensuring data isolation and security between different organizations.
Agent Integration
Sources and collections can be connected to your agents to provide contextually relevant information during conversations.
Setting Up Your Knowledge Base
- 1
Access Knowledge Base
Navigate to the Build section in your organization and select Knowledge Base to access the knowledge management interface.
- 2
Create Sources
Add individual knowledge sources such as documents, websites, or data feeds to your knowledge base.
- 3
Organize Collections
Group related sources into collections to organize knowledge for specific topics or agent types.
- 4
Connect to Agents
Link your sources and collections to your agents to provide them with relevant knowledge during conversations.
Knowledge Base Features
Source Management
Add, organize, and manage individual knowledge sources including documents, websites, and data feeds
Collection Organization
Group related sources into collections for better organization and agent integration
Best Practices
Content Quality
Ensure all knowledge sources are accurate, up-to-date, and relevant to your customer service needs
Organization
Use collections to logically group related sources and make them easier to manage and integrate
Regular Updates
Keep your knowledge base current by regularly reviewing and updating sources and collections
Agent Integration
Connect relevant sources and collections to your agents to provide them with the knowledge they need
Related Topics
Build AI Agents
Connect your knowledge base to agents for intelligent conversations
Conversation Management
Monitor how knowledge base content improves conversations
Workflow Automation
Use knowledge base content in automated workflows
Testing & Development
Test knowledge base integration in the playground
Start by creating a few key sources and organizing them into collections, then gradually expand your knowledge base as you identify additional information your agents need.