Each AI staff member is linked to one knowledge base. This keeps their answers focused — a Sales Executive only knows your product catalogue, a Support Executive only knows your policies.
Avoid putting everything in one file. Split by topic: products, FAQ, policies, pricing. Then assign the right KB 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 Member | Knowledge Base | What they know |
|---|
| Sales Executive | products.txt | Catalogue, pricing, bulk discounts |
| Support Executive | faq.txt + returns.txt | Policies, delivery, refunds |
| Order Follow-up | order-status.txt | How to check order status, timelines |
