Upload and manage knowledge

Knowledge bases are the source material your agents use to answer accurately. A knowledge base can contain files, website content, and manual Q&A.

#Where knowledge lives

There are two places you will see knowledge:

• Knowledge in the main sidebar: create and manage knowledge bases for the workspace.
• Agent Settings → Knowledge Base: attach existing knowledge bases to a specific agent.

Creating a knowledge base does not automatically make every agent use it. Attach it to the agents that need it.

#Supported sources

Use:

• Files such as PDFs, manuals, policies, FAQs, and text documents.
• Website URLs for docs, support pages, product pages, or public resources.
• Manual Q&A for exact, high-frequency answers.

For structured operational data, use modules instead of knowledge. For example, use Orders for product catalogs and Spreadsheet for operational rows.

#Create a knowledge base

1. Go to Knowledge.
2. Create a knowledge base.
3. Add source material.
4. Wait for processing to complete.
5. Open the target agent.
6. Go to Knowledge Base.
7. Select the knowledge base under Knowledge Association.
8. Save changes.

#Website ingestion

When adding a URL, the wizard can discover subpages. Select only pages that contain useful content.

Avoid ingesting:

• Login pages.
• Checkout pages.
• Search result pages.
• Duplicate pages.
• Marketing pages with little factual content.

#Manual Q&A

Use Q&A when the response must be exact.

Good Q&A:

• Question: “What is your refund window?”
• Answer: “Refunds are available for unused items within 30 days of purchase.”

Bad Q&A:

• Question: “Refund?”
• Answer: “Depends.”

#Processing status

Documents may show processing states while Nexaflow chunks content and creates embeddings. Do not test immediately after upload if the document is still processing.

#Updating knowledge

When a policy changes:

1. Update or replace the source document.
2. Remove outdated duplicates.
3. Re-test the agent in Playground.
4. Check sessions for repeated unanswered questions.

#Best practices

• Use clear headings.
• Split unrelated topics into separate documents.
• Keep policy dates visible.
• Remove conflicting old versions.
• Add examples for edge cases.
• Test with real customer phrasing.

#Related guides

• Grounding basics
• Configure agent settings
• Testing, sessions, and traces