Knowledge base
Feed the guide your docs, FAQs, and policies so its answers are grounded in your product — with sources.
Recorded tours teach the guide how to do things in your app. The knowledge base teaches it facts: pricing, policies, limits, terminology, FAQs. Feed it your docs and the guide answers from them — and says where an answer came from — instead of guessing.
Everything lives in the admin dashboard's Knowledge page, scoped per site.
Adding sources
Three ways to add knowledge, all from the Knowledge page:
Upload files. Drag in PDF, DOCX, Markdown, or plain-text files — help-center exports, policy docs, product specs.
Add a URL. Paste a docs page and it's fetched and indexed. Flip on Crawl the whole site to pull in a bounded crawl starting from that URL instead of just the one page.
Paste text. For anything that doesn't live in a file — a refund policy, an internal FAQ answer, "things support says ten times a day."
Each source shows a live status — Queued → Ingesting → Ready (or Failed, with the reason inline). Ingestion usually takes under a minute; the guide starts answering from a source as soon as it's Ready.
Crawls are bounded
A site crawl grabs the most important pages, not your entire domain. If a specific page matters and the crawl didn't reach it, add it individually with Add URL — individual pages always win.
How the guide uses it
When a user asks a question, the guide draws on your knowledge sources, your recorded tours, and what's visible on the current page — together, not separately:
- Facts come from your sources, with attribution. Answers that lean on a doc name it briefly ("per the Billing FAQ"), so users know it's your content, not model guesswork.
- A matching tour beats a prose answer. If a recorded tour covers the "how do I…" being asked, the guide offers to walk the user through it rather than describing steps in text.
- It says "I don't know" honestly. Claims about your product — prices, limits, plans, policies — only come from your content or the visible page. If nothing covers the question, the guide says so instead of inventing an answer.
Small knowledge bases get the fast path
If everything you've added fits in a compact budget, the Knowledge page shows Fast path active — the guide carries your entire knowledge base into every answer, so nothing can be missed by a search step. Larger knowledge bases show Retrieval mode, where the guide searches per question. Both work well; you don't need to do anything either way.
Keeping it fresh
When your docs change, re-index from the same page:
- ↻ on a source re-fetches and re-indexes just that source. It's also the retry button for a Failed source.
- Re-sync all re-fetches everything (crawls re-crawl, files re-parse). Unchanged content is skipped automatically, so re-syncing is cheap — do it whenever you ship meaningful docs changes.
Deleting a source removes its content from the guide immediately.
Finding the gaps
The dashboard's Questions page collects the questions users asked that the guide couldn't answer well — summarized down to short intent phrases (no message contents or personal data are stored). It's the to-do list for your knowledge base: each recurring intent is either a doc worth adding here or a flow worth recording as a tour.