Skip to main content
Each AI staff member is linked to one knowledge base. Keeping knowledge bases focused — one staff member, one topic area — means customers get precise answers instead of a mix of unrelated information. A Sales Executive should only know your product catalogue. A Support Executive should only know your policies. Mixing everything into one file leads to confused, off-topic responses.
Split your content by topic: products, FAQ, policies, pricing. Then assign the right knowledge base to the right staff member.
If you attach no knowledge base, the staff member will only use their base training — they won’t know anything specific about your business and may give generic or inaccurate answers.

​
Example setup

AI staff memberKnowledge baseWhat they know
Sales Executiveproducts.txtCatalogue, pricing, bulk discounts
Support Executivefaq.txt + returns.txtPolicies, delivery, refunds
Order Follow-uporder-status.txtHow to check order status, timelines
This separation means customers always get accurate, focused answers — and your AI never quotes return policies when asked about product prices.

​
Assigning a knowledge base

You connect a knowledge base to a staff member during the setup wizard — it’s step one in the five-screen setup flow. You can also update it at any time by going to AI Agents, opening the staff member’s settings, and selecting a new file from your knowledge base library.

Write good knowledge base content

Learn how to format and structure your knowledge base files for the most accurate AI responses.