Knowledge Base and Procedures

What Is the Knowledge Base?

The knowledge base is a collection of documents and procedures that your AI Employee can reference when handling tasks. Without it, your employee relies only on its built-in capabilities and the data from your connected systems. With a knowledge base, it can also apply your specific business rules, policies, and procedures.

For example, if a customer asks about your return policy, an employee without knowledge base access can only say "I don't have that information." An employee with your return policy document uploaded will cite the exact terms and conditions.

Uploading Documents

You can upload reference documents that your AI Employee will consult:

1. Open the AI Employee's Settings tab.
2. Find the Knowledge section.
3. Click "Upload Document."
4. Select a file from your computer. Supported formats include PDF and plain text files.
5. Add a brief description of what the document contains. This helps the AI Employee find the right document quickly.
6. Click "Upload" to add it to the knowledge base.

Uploaded documents are processed and indexed so the AI Employee can search through them efficiently, even in large files.

Writing Procedures

Procedures are step-by-step instructions you write directly in the platform. They tell your AI Employee how to handle specific situations.

To create a procedure:

1. In the Knowledge section, click "Add Procedure."
2. Give it a clear title (e.g., "Return Processing Steps" or "New Customer Onboarding").
3. Write the procedure in clear, step-by-step format.
4. Save the procedure.

Writing Effective Procedures

The quality of your procedures directly affects how well your AI Employee performs. Here are best practices:

• Be specific — Instead of "handle returns appropriately," write "For returns under $100, process immediately. For returns over $100, create a pending return and notify the manager."
• Use numbered steps — The AI follows sequential instructions more reliably than free-form paragraphs.
• Include conditions — "IF the customer is a VIP account, THEN offer a 15% discount on the replacement order."
• Define escalation paths — "If the AI cannot resolve the issue, create a support ticket and inform the customer that a human agent will follow up within 2 hours."
• Keep procedures focused — One procedure per topic. A short, clear procedure works better than a long, multi-topic document.

How the AI Employee Uses Knowledge

When your AI Employee receives a question or task, it automatically searches the knowledge base for relevant documents and procedures. The search is semantic — the employee understands meaning, not just keywords. If you ask about "refund timeline" and your procedure is titled "Return Processing Steps," it will still find and apply the right procedure.

The AI Employee cites which documents or procedures it referenced in its responses, so you can verify it is using the correct information.

Keeping Knowledge Current

Review your knowledge base periodically. Outdated procedures can lead to incorrect responses. When your business policies change:

• Update or replace the affected documents.
• Edit procedures to reflect new steps or conditions.
• Remove documents that are no longer relevant.