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What is Knowledge Base?

The Knowledge Base allows you to upload information that your AI agents can reference during conversations. By providing your agents with access to company policies, product documentation, FAQs, pricing information, and other critical content, you enable them to answer questions accurately and consistently.
Three ways to add knowledge:
  • Upload Documents - PDF, DOCX, DOC, TXT, HTML, EPUB files
  • Add URLs - Web pages and online documentation
  • Free Text - Direct text entry for quick content

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How It Works

When you add items to your Knowledge Base, the system processes and indexes the content for semantic search. During conversations, your agents automatically retrieve relevant information based on the context, enabling them to provide accurate, up-to-date responses. Knowledge Flow:
  1. Upload - Submit text, URLs, or documents
  2. Processing - System extracts and indexes content
  3. Availability - Agents can access information during calls
  4. Retrieval - AI finds relevant content based on conversation context

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Common Use Cases

Customer Support
  • Company policies and procedures
  • Return and refund policies
  • Product specifications and features
  • Troubleshooting guides
Sales and Information
  • Pricing and plan information
  • Product catalogs and descriptions
  • Feature comparisons
  • Service availability and coverage
Operations
  • Business hours and locations
  • Shipping and delivery information
  • Account management procedures
  • Contact information and escalation paths

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Getting Started

Choose your implementation path based on how you want to manage knowledge:

Configure in Dashboard

Upload and manage knowledge items using the web interface. Perfect for adding documents, URLs, and text content visually.

Integrate via API

Manage knowledge programmatically using the Hamsa API. Ideal for automated content updates and bulk operations.

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Learn More

Creating Items

Learn how to add different types of knowledge

Managing Items

Search, filter, edit, and organize your knowledge base

Status Tracking

Understand processing states and troubleshooting

Best Practices

Optimize your knowledge base for better agent performance

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Best Practices

Content Quality
  • Use clear, concise language
  • Structure information logically with headings and lists
  • Include specific details rather than vague descriptions
  • Keep content focused on one topic per item
Organization
  • Use descriptive names that clearly indicate content
  • Include dates for versioned content
  • Group related content logically
  • Review and update regularly to maintain accuracy
File Management
  • Keep document sizes reasonable (under 5MB when possible)
  • Split large manuals into focused chapters
  • Use well-formatted documents with clear structure
  • Choose focused web pages over entire websites
Performance
  • Aim for 100-2,000 characters for text items
  • Break long content into multiple smaller items
  • Remove outdated or unused items
  • Monitor which items agents actually reference