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Knowledge Base

The Knowledge Base is where you provide your AI with the information it needs to help your visitors. Everything your AI agents know about your business comes from the content you add here. The more comprehensive and accurate your Knowledge Base is, the better your AI will perform.

What the Knowledge Base Is​

Think of the Knowledge Base as a training manual for your AI. You feed it information about your business — your products, services, policies, pricing, frequently asked questions, and anything else a visitor might ask about. Your AI agents then use this information to answer visitor questions accurately and helpfully.

The Knowledge Base powers all three AI agents (Chat Agent, Call Agent, and Auto-Connect Agent), so any content you add benefits all of them.

To access your Knowledge Base, go to Settings > Knowledge Base.

Five Source Types​

You can add content to your Knowledge Base from five different source types. Using a mix of sources gives your AI the broadest and most accurate foundation to work with.

Website Sync​

Website sync lets your AI learn directly from your website content. You enter a URL, and Knock Knock App crawls the page and extracts the text content automatically.

To add a website source:

  1. Click Add Source > Website
  2. Enter the URL you want to sync
  3. Click Add
  4. The system crawls the page and extracts the content

This is the fastest way to get a large amount of content into your Knowledge Base. You can sync your homepage, product pages, FAQ page, and any other public pages that contain useful information.

tip

Start by syncing your FAQ or help center page. These pages already contain the questions and answers your visitors are most likely to ask, making them ideal training material.

PDF Upload​

You can upload PDF documents that contain information about your business. This is great for content that exists in document form — brochures, product catalogs, policy documents, and more.

To add a PDF source:

  1. Click Add Source > PDF
  2. Select a PDF file from your device
  3. Wait for the upload to complete

The maximum file size for PDF uploads is 10 MB.

note

Make sure your PDFs contain selectable text, not just scanned images. The AI needs to be able to read the text in the document to learn from it.

Text​

The text source lets you add custom content by typing or pasting it directly. This is useful for information that does not exist on your website or in any document — internal knowledge, specific instructions, or context you want the AI to have.

To add a text source:

  1. Click Add Source > Text
  2. Type or paste your content into the text field
  3. Click Save

You can add as many text sources as you need. Organize them by topic for easier management.

Q&A​

Q&A sources let you create specific question-and-answer pairs. This is the most precise way to train your AI — you tell it exactly what question to expect and exactly how to answer it.

To add a Q&A source:

  1. Click Add Source > Q&A
  2. Enter the question visitors might ask
  3. Enter the answer you want the AI to give
  4. Click Save

Q&A pairs are especially useful for:

  • Questions that have a very specific correct answer
  • Topics where you want to control the exact wording of the response
  • Common objections or concerns that need a carefully crafted reply
tip

Review your chat history and support tickets to find the questions your visitors ask most often. Turn those into Q&A pairs for the most reliable and accurate AI responses.

Documents​

The documents source lets you upload various document types beyond PDFs. This includes word processing documents, spreadsheets, and other file formats that contain business information.

To add a document source:

  1. Click Add Source > Documents
  2. Select a file from your device
  3. Wait for the upload to complete

This gives you flexibility to use whatever format your information is already stored in.

Training Status​

Each source in your Knowledge Base has a training status that tells you whether the AI has processed it:

StatusMeaning
UntrainedThe source has been added but the AI has not processed it yet. It is not being used to answer visitor questions.
TrainedThe AI has processed this source and is actively using its content to respond to visitors.
OutdatedThe source was trained previously, but the content has been updated since then. The AI is using the old version.

Training Your AI​

After adding or updating sources, you need to click the Train button to process them. Training tells the AI to read through all your sources and learn the content.

  1. Add or update your sources
  2. Click the Train button at the top of the Knowledge Base page
  3. Wait for training to complete (this may take a few minutes depending on the amount of content)
  4. Your AI agents now use the updated knowledge
warning

Until you click Train, any new or updated sources will not be used by your AI agents. Always remember to train after making changes.

Keeping Knowledge Up to Date​

Your business evolves over time — you add new products, update pricing, change policies, and expand your services. When this happens, you need to update your Knowledge Base and retrain your AI.

Here is a good routine:

  • When you update your website — Re-sync the affected URLs so the AI has the latest content
  • When you change policies or pricing — Update the relevant text or Q&A sources
  • When you add new products or services — Add new sources or update existing ones
  • After any content changes — Click Train to process the updates

Sources that need retraining will show an Outdated status, making it easy to spot what needs attention.

Best Practices​

Include Your FAQ​

Your frequently asked questions page is one of the most valuable sources you can add. It directly maps to what visitors will ask your AI.

Add Product and Service Information​

Make sure your AI knows what you sell, what it costs, and how it works. The more detail you provide, the more helpful the AI can be during conversations.

Cover Company Policies​

Include information about your return policy, shipping times, support hours, privacy practices, and any other policies visitors commonly ask about.

Use Q&A for Precision​

When a question has one correct answer and you want the AI to always give that specific answer, use a Q&A pair. This gives you the most control over the response.

Keep It Current​

An outdated Knowledge Base leads to incorrect or misleading answers. Make updating your Knowledge Base a regular part of your workflow, especially after major business changes.

note

The quality of your AI agents is directly tied to the quality of your Knowledge Base. Investing time in building a thorough, accurate Knowledge Base pays off in better visitor experiences and more effective automation.

Next Steps​

To understand how AI interactions are tracked and billed, learn about AI Credits.