Build a knowledge base

You already have the material: policies, product sheets, a year of answers typed into emails one at a time. This guide turns it into something your agents can answer from.

Before you start

Decide who will use it, because that changes what may go in it.

If only you and your own agents will read it, the space is internal and can hold anything you keep on your own drive.

If a customer-facing agent will answer from it, a support bot or a voice line, the space is public. Anything in a public space may be read outside your installation, so put in only what you would happily send a customer: no unpublished prices, no internal names or passwords, nothing about one customer that another should not see. Player One asks who will read it when you create the space and checks again on every save, but the judgement is yours.

Have the source material to hand: files, pages you can paste, or a synced cloud folder.

Two ways to give it knowledge

If you have documents that must stay as they are and you want an agent to find the right passage inside them, put them in a workspace and switch on search by meaning, on its Knowledge tab (/workspaces/<workspaceId>?tab=knowledge). If you want the assistant to simply know the material, alongside everything else it knows, build a Memory Space that your agents write into as they learn and that is organised in the background.

A Memory Space suits most knowledge bases and can keep whole documents too, so you rarely need both. Workspaces and Memory Spaces sets out the difference.

The steps

1. Ask for the space. In any chat, say what you want to remember and who it is for: "make a place to remember our support answers, and the customer bot should read it". You are asked what goes in it and who may read it, and nothing else: no folders to design, no template to pick. Approve the description you are shown, and the space appears on Manage > Memories (/manage/memories).
2. Fill it in conversation. Accept the offer to help fill it, or start later with "let's build out the support knowledge base". You get a guided session rather than a form: one question or one paste at a time, each answer filed as it lands. Answer in your own words: the words you and your customers use are what make an answer findable months later.
3. Add the source documents. Hand it a file during that session and say to keep it as it is, and it is stored whole rather than summarised. That is what you want for policies and contracts, where the wording matters. If you already have a folder of them, leave it in a workspace and switch on search by meaning there instead.
4. Connect it to whoever should use it. Say who: "let the support project use this space", or "let the writers update it". The two levels are Use, so agents can read and search it, and Use and update, so they can add to it as well. A customer-facing agent gets Use. The connection shows on the space's Projects tab and on Manage Project > Knowledge (/project/knowledge), where you can also make one by hand; a workspace connects the same way, on Manage Project > Knowledge > Workspaces (/project/knowledge/workspaces).
5. Let it sleep, then check it. What you captured is searchable straight away, but it is filed and merged in a background pass, so leave it a day. Then ask a real question, phrased the way a customer would rather than the way you wrote the answer. The right answer coming back is your confirmation.

Keeping it good

A knowledge base decays quietly, and ten minutes a month stops it.

When an agent answers wrongly, say so in the chat: the correction is saved like any other memory, and the next search finds it. If the wrong note is still there, open the space from Manage > Memories (/manage/memories) and edit or delete it on the Files tab. Removing a stale answer matters as much as adding the new one: both come back in a search.

A correction to how work is done, rather than to a fact, belongs in a skill. Teaching it explains which is which.

After a big change, such as a new price list or a rewritten policy, open the space's Fold tab (/manage/memories/<slug>/fold) and run Index changes so the new material is searchable at once. A full re-index is separate and confirmed, because it reprocesses everything and can be expensive.

If something goes wrong

The answer is there but the agent cannot find it. Open the space's Fold tab: it shows whether the space is indexed, what is in it, and any file it saw but skipped, with the reason. A note saved a minute ago may not surface in the next reply.

The agent answers as if the space did not exist. It searches only what it is connected to. Check the space's Projects tab, and that the chat you are testing in belongs to that project. Organise work with projects covers scope.

Something is in a public space that should not be. Delete it on the Files tab, then change the audience on the Access tab. Treat anything that was public as having been read.

Where next

Create a support agent for your customers puts a public knowledge base to work. Memory, explained covers what happens inside a space, and Memory describes the pages you used.