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AI Knowledge Base

The AI Knowledge Base lets your AI Agent answer factual customer questions — prices, products, policies, FAQs — from documents you upload, instead of making things up. The AI searches the most relevant snippets in your business's knowledge base and composes its answer from them.

Every knowledge base is per-business. Documents you upload are used only by your own business's AI and never leak to other tenants.

How it works

  1. You add knowledge (write it manually or upload a file).
  2. The system splits the text into small chunks and indexes them for meaning-based search (not just keyword matching).
  3. When a customer asks something factual, the AI finds the most relevant chunks and answers from them.

Because search is meaning-based, customers don't need the exact words in your document. "how much to send an SMS?" can still find the line "SMS A2P price: Rp 460".

Adding knowledge

Open the Knowledge menu, then Add Knowledge. There are two ways:

Write manually (Q&A / text)

Choose the Write manually source type, give it a title, then type the content into the text box. Good for price lists, common answers, or short policies. Separate topics with blank lines so chunking stays clean.

Upload a file (PDF / text)

Choose the Upload file source type, give it a title, then upload a PDF or text file (max 10MB).

Important: the PDF must have a selectable text layer. Scanned/photo PDFs (images with no text) cannot be read — upload a text version or re-export as a text PDF.

Document status

Each document shows its indexing status:

  • Pending — queued, not processed yet.
  • Processing — being split and indexed.
  • Ready — done; its content is searchable by the AI.
  • Failed — something went wrong (e.g. a text-less PDF). The error is shown; fix the source and re-upload.

The Chunks column shows how many parts of the document were indexed. A small document may be just 1 chunk — that's normal.

Turning the AI Knowledge Base on

Uploading documents does not automatically make the AI use them. There are two separate things:

  1. The Knowledge menu — where you manage content (upload, view, delete). This menu appears whenever your business has the AI Agent feature, even before the knowledge base is enabled. The point: you can prepare content first.
  2. The AI Knowledge Base switch — controls whether the AI actually uses the knowledge base when serving customers.

On the Knowledge page, use the Enable AI Knowledge Base button (green) to turn it on, or Disable (amber) to turn it off. The current status always shows under the page title: OFF, ON, or ON but no ready document yet.

Once the switch is ON: every new document you upload is automatically searched by the AI as soon as its status is Ready — no need to re-enable anything. Deleting a document also automatically removes it from search.

Turning the switch off makes the AI stop using the knowledge base immediately; your documents stay stored and can be re-enabled anytime.

AI Flow vs AI Knowledge Base

The two can — and should — run together. You don't need to turn one off. They work at different layers:

  • AI Flow controls the conversation path: structured steps like staged Q&A, fetching data via a connector, conditional branching, lead capture. You design the route.
  • AI Knowledge Base is a reference source the AI consults when it needs a fact. It isn't a "second AI" — it's a tool the AI looks things up in when answering factual questions.

Which one runs first

Priority is structural, not based on matching content:

  1. If a customer's message enters a Flow (an active flow, or a matching trigger), the Flow controls that turn.
  2. If no Flow handles it (a free-form question, e.g. "how much is SMS A2P?"), the AI answers freely and may search the knowledge base.

Even inside a Flow, the ai_respond node can still use the knowledge base as a fallback when its data is insufficient. So the knowledge base is available on both paths without conflict — the AI decides when to call it, based on what the answer needs.

Avoid duplicate content

The biggest risk isn't "the AI gets confused" — it's inconsistency: if the same price lives in both a Flow and the knowledge base and you update only one, answers can differ between paths.

Use a single source of truth per kind of information:

  • Static facts (prices, product specs, policies, FAQs) → put them in the Knowledge Base. Easy to update, the AI finds them itself.
  • Processes & real-time data (order-status lookups via connector, lead capture, conditional routing) → use a Flow.
  • Don't hardcode prices in Flow nodes. Let the knowledge base handle pricing questions.

Tips for good content

  • Write clear, specific facts. "SMS A2P price: Rp 460" beats "affordable pricing".
  • One document per theme (e.g. "Price List", "Shipping FAQ") so it's easy to manage and update.
  • Update the knowledge base whenever prices/policies change, then make sure the status returns to Ready.
  • Delete stale documents so the AI doesn't answer from outdated information.

Privacy & security

  • Knowledge bases are isolated per business — there is no global/shared knowledge base.
  • Files you upload are stored privately (not publicly reachable from the web).
  • Only business admins can manage the knowledge base and flip its switch.