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Knowledge bases

Use Knowledge base when the agent should answer from approved tenant documents instead of a long custom knowledge block in the prompt. Knowledge base list with a published collection and create action. What the static should show: The Knowledge base list with a published row, status badge, and Create knowledge base.

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When to use a knowledge base

  • The same facts are reused across more than one agent.
  • Pricing, eligibility, or policy text changes more often than the rest of the script.
  • You want retrieval scoped to published sources instead of stuffing the prompt.
Keep one knowledge base focused on a single domain. A “everything we know” corpus makes live answers less reliable.

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Create and publish

  1. Open Knowledge base and create a collection.
  2. Add file or website sources and wait until processing finishes.
  3. Review the generated summary if your workspace uses published summaries.
  4. Publish the knowledge base. Draft collections cannot be linked for live calls.
Website imports and some file extractions can appear as knowledge-base lines on Usage. Check that page before you crawl a large site.
  1. Open the agent wizard and go to Prompt & Goals.
  2. In Knowledge, choose a linked published knowledge base instead of custom text.
  3. Keep the rest of the prompt focused on identity, flow, and guardrails.
  4. Publish the agent so the live version picks up the link.
If the linked-KB option is locked, the tenant plan or publish state is blocking it. Publish the knowledge base first, then refresh the agent editor.

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Common mistakes

  1. Linking a draft — The agent continues to use custom text or empty retrieval. Publish first.
  2. Duplicate sources — Two PDFs that disagree on the same policy cause inconsistent answers.
  3. Sandbox content in production — Knowledge bases are environment-scoped. Recreate or promote deliberately.
GIF of opening a knowledge base and reviewing source status. What the GIF should show: Opening a published knowledge base from the list and scanning source status.