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What is the knowledge base?

The knowledge base is where you store the content your agents use to answer questions: policies, FAQs, product or service info, and internal guides. Agents search this content and use it in their replies so answers stay accurate and on-brand. You can add:
  • Documents — Upload files (e.g. PDF, Word) or paste text.
  • Links — Add URLs to web pages or internal docs.
  • Folders — Organize documents and links into folders.
Content is shared at the organization level. When you configure an agent, you choose which folders or items that agent can use.

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Where to manage the knowledge base

  • In AI Hub, look for Knowledge base (or Knowledge Base) in the menu or sidebar.
  • There you can create folders, upload documents, and add links.
  • When you edit an agent’s Persona, the Knowledge base tab lets you select which items that agent can use.

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Adding content

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Create a folder

  1. In Knowledge base, click New folder (or Create folder).
  2. Enter a name (e.g. “Policies”, “FAQs”, “Leasing”).
  3. Save. You can add documents and links inside it.

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Upload a document

  1. Open the folder where you want the file, or use the root.
  2. Click Upload (or Add document).
  3. Choose the file. Supported types usually include PDF, Word, and text. The file is processed so the agent can search it.
  4. Optionally give it a title or description.
  1. Click Add link (or Create link).
  2. Enter a title (e.g. “Rent payment policy”) and the URL.
  3. Save. The agent can use this URL as a source when answering.

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Linking the knowledge base to an agent

  1. Open AI Hub and select your agent.
  2. Open Persona and go to the Knowledge base tab.
  3. You’ll see your folders and items. Select the documents and links this agent should use (e.g. check the boxes for “Policies” and “FAQs” or for specific files).
  4. Save.
The agent will use only the content you selected. If you add new documents or links later, come back and select them here if you want this agent to use them.

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Best practices

  • Keep content up to date — When policies or FAQs change, update or replace the file or link so the agent doesn’t give outdated answers.
  • Use clear names — Name folders and documents so your team knows what’s inside (e.g. “Rent collection policy 2024”, “Maintenance request FAQ”).
  • Don’t overload an agent — Give each agent only the knowledge that’s relevant (e.g. tenant support gets tenant FAQs; internal ops might get different folders).
  • Test after changes — After adding or changing content, test the agent in the preview chat to confirm it uses the new content correctly.