Knowledge Base

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Overview

• Website content (via URLs)
• Documents (supported formats: .bmp, .csv, .doc, .docx, .eml, .epub, .heic, .html, .jpeg, .png, .md, .msg, .odt, .org, .p7s, .pdf, .png, .ppt, .pptx, .rst, .rtf, .tiff, .txt, .tsv, .xls, .xlsx, .xml)
• Custom text snippets

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How it works

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Auto-refreshing and auto-crawling

• Auto-refreshing: When enabled, the system re-fetches all URLs in the knowledge base every 24 hours to ensure the latest content is reflected.
• Auto-crawling: You can enable this feature for specific URL paths. The system will automatically crawl all pages under each path every 24 hours, excluding any URLs you’ve added to the exclusion list. All pages found—except those explicitly excluded—will be stored.

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Limits

• URL: at max 500 urls.
• Auto-Crawling URL Paths: at max 200 exclusion urls for each auto-crawling path, and at max 500 exclusion URLs per knowledge base.
• Text: at max 50 text snippets
• File: at max 25 files, with each file at max 50MB. For CSV, TSV, XLS, and XLSX, the row limit is 1000 rows and the column limit is 50 columns.

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Best Practices

• Prefer .md (Markdown) files over .txt. Well-structured Markdown is chunked and retrieved more accurately.
  • Use clear, descriptive headings and keep each ## section focused and reasonably short. If a ## becomes long, split it into multiple ##/### sections.
  • Write short paragraphs and lists to separate concepts; avoid walls of text.
  • For tabular or image-heavy content, retrieval may be less reliable; consider adding explanatory text so related information stays in the same chunk.
• Group related information within the same section so chunks remain cohesive and relevant.
• Avoid ambiguity and use specificity in references. Include names, dates, units, and avoid ambiguous pronouns like it or this, because prior chunks may not be present.
• Use more granular paths for auto-crawling instead of broad paths with many exclusion URLs. This improves crawl performance and helps avoid hitting the exclusion URL limits.
• Use the knowledge base to supply supporting information, not agent instructions or prompts. Put instructions in the agent’s prompt.

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Use Knowledge Base

1

Access Knowledge Base Settings

1. Navigate to your dashboard
2. Select the “Knowledge Base” tab
3. Click the “Add” button in the top-right corner

2

Create Knowledge Base Items

Choose from three types of knowledge sources:

1. URL: Import content from web pages
   • Supports single pages or entire websites
   • Automatically updates when content changes
2. File: Upload documents
   • Supported formats: PDF, TXT, DOCX, etc.
   • Maximum file size: 50MB
3. Text: Add custom content
   • Paste or type direct information
   • Ideal for specific instructions or data

3

Enable auto-crawling

Auto-crawling can be enabled for individual URL paths. URLs that are not selected will be added to the exclusion list and excluded from the knowledge base.You can edit auto-crawling paths to add or remove URLs from the exclusion list. Previously crawled URLs (displayed in bold) can be excluded, and URLs currently on the exclusion list can be reinstated.

4

Verify Added Items

After adding items, they will appear in your knowledge base list. You can:

• View all added items
• Edit existing items
• Delete items when no longer needed

5

Connect to Your Agent

1. Open the agent editor
2. Locate the “Knowledge Base” section
3. Select the knowledge base items you want to use

6

Configure KB Settings

After connecting a knowledge base to your agent, you can config how many chunks is retrieved via “Adjust KB Retrieval Chunks and Similarity”.

• Chunks to retrieve: The max number of chunks to retrieve from the KB, range 1-10. Default: 3.
• Similarity Threshold: Adjust how strict the system is when matching chunks to the context. A higher setting gives you fewer, but more similar, matches. Default: 0.6.

Note: Increasing “Chunks to retrieve” gives the LLM more context, but also increases the prompt length and can interfere with generation quality. For most cases, the recommended settings are 3 chunks and a 0.60 similarity threshold.

7

Setup Node Level Knowledge Base

For Conversation Flow Agent, you can config knowledge base at Convsersation Node level. Node level knowledge base will be combined with agent global knowledge base to provide more accurate context for a specific topic.

1. Open the agent editor
2. Click the Conversation Node you want to config.
3. Similar to agent level knowledge base config above, you can select and add the knowledge base items you want to use.

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FAQ

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Pricing

• Knowledge base creation:
  • First 10 knowledge bases are free.
  • Additional ones are billed at $8 / month per knowledge base.
• Using knowledge base:
  • $0.005 per minute of calls that have knowledge base enabled.
  • it does not matter if your agent is using 1 or many knowledge bases, the billing is the same.