Filling your knowledge bases
A knowledge base is the source an AI agent draws its answers from. What you do not put in it, it does not invent.
Where to manage them
Bases are managed from Admin Center → Organization → Knowledge bases. That is where they belong because they are owned by your organization, not by a particular channel or agent: the same base can serve several agents, and the same agent can draw on several bases.
Adding content
Upload your documents and your content — product FAQs, return conditions, internal procedures. Each addition is available immediately to the agents using that base, with no processing delay to wait for.
Making them available to an agent
From an agent's record, in the Knowledge section, choose the bases it has access to. You can give it all sources in a base, or select only some of them — useful when one base serves several agents with different scopes.
A strict scope, no improvising
The AI answers within the scope of the knowledge base. Faced with a question outside that scope, it does not guess: it hands the conversation over to a human, with the context of the exchange (see handover to a human).
Quota by plan
The amount of content you can add to the knowledge base depends on your plan. Check your current quotas from My account → Plans and billing.