AI Support6 min readUpdated July 10, 2026
Knowledge Base
Manage the sources AI uses to answer grounded customer questions.
The Knowledge Base is the core source of truth for the AI support agent. Grounding ensures the bot only answers questions using verified materials and stops it from fabricating company-specific details.
Supported source formats
- Text Notes: Create quick instructions, policy details, FAQs, or support boundaries directly inside the app.
- Web Crawler (URLs): Paste links to public documentation, support pages, or websites. The system crawls and parses the layout.
- Internal Documents: Upload reference manuals, user guides, or company policies (PDF/TXT).
Monitoring source health
Every uploaded source goes through an indexing pipeline:
- Indexed: Source successfully parsed and available for retrieval.
- Indexing: Processing text extraction and vector embedding.
- Failed: Indexing error occurred. Review the file size or path and retry.
- Duplicate Warning: The system flagged another source with highly similar text blocks.
AI Settings Panel
You can control bot responsiveness, grounding levels, confidence limits, and fallback triggers directly from the AI Behavior tab inside the Knowledge Base configuration.