4. Build your knowledge base
Your knowledge base gives the agent reliable information to use in customer answers. Keep it focused and current: a well-maintained policy or FAQ is more useful than several conflicting versions.
Open Knowledge and select the base. An Admin creates, renames or deletes knowledge bases; signed-in staff can contribute sources. Several workspaces can share the same base.
Creation and workspace connection
- Open the knowledge-base management control in Knowledge.
- Enter New knowledge base and select Create.
- Open Settings → Workspaces → Edit for the target workspace.
- Select the base in Knowledge base and save.
- Return to Knowledge and add the initial sources.
You can also create a base while creating a workspace by choosing Start a new knowledge base. A knowledge base already used by a workspace cannot be deleted. Check its dependants before reorganising it.
Source types
| Source | Best use |
|---|---|
| File | A maintained document containing several related topics. |
| URL | One public web page you want Converso to import. |
| Domain | A collection of pages from a site; Pro or Business required. |
| FAQ | A concise question and approved answer, written or imported. |
| Correction | A targeted adjustment to a previous AI answer. |
| Article | A published help centre article linked to this base. |
Source setup
- In Sources, select Add source.
- Choose the source type and complete its fields.
- Review any page and credit information before confirming.
- Wait for READY and check that Active is on.
- Open the source to inspect the extracted content.
- Test a question in the workspace that uses this base.
For example, add a FAQ titled “How do I book a repair?” with your approved booking instructions. After processing, ask the question using different wording in AI agent → Test. Check the answer and the listed source excerpt. If the answer does not contain the required detail, improve the source and repeat the question.
Processing and availability
Use the source status to check progress:
- QUEUED: waiting for processing.
- PROCESSING: processing is under way.
- READY: content has been processed.
- FAILED: the job needs attention; inspect the error before retrying.
The Active switch controls whether the agent can retrieve indexed content.
Updates and removal
Deactivate a source to withdraw it without deleting its record. Delete it when you intend to remove it and its indexed content. Existing conversation messages are not rewritten when the knowledge changes. A new answer may use different facts, so keep an internal record of significant policy changes.
When refreshing an existing source, the old indexed content is replaced after successful processing. A failed refresh can leave the previous indexed content available. Disable Active first if the old information must stop being used immediately.
Related guides: Upload and maintain sources, Suggested FAQs, Credits.