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Knowledge bases let you store reference material that your agents can access during calls. Instead of cramming everything into the prompt, you can upload documents, write articles, or import content from external sources — and the agent pulls in the relevant information when it needs it.

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What You Can Add

Simple AI knowledge bases support several content sources:
  • Text — write articles directly in the editor with relevant information
  • Files — upload documents (PDFs, text files, etc.) and Simple AI extracts the content automatically
  • Websites — provide a URL and Simple AI pulls the page content
  • External imports — import an existing knowledge base from Kustomer or Zendesk

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How Agents Use Knowledge Bases

When an agent is connected to a knowledge base, it can search and retrieve relevant content during a conversation. For example, if a customer asks about your return policy and that policy is in the knowledge base, the agent finds and references it in its response. You can attach multiple knowledge bases to a single agent. This is useful when different types of information live in different places — for example, one knowledge base for product details and another for support policies.

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Creating a Knowledge Base

  1. Go to the Knowledge Base section in the dashboard
  2. Create a new knowledge base and give it a name
  3. Add content — text, files, websites, or external imports
  4. Attach the knowledge base to the agents that need it
When you upload files, Simple AI automatically extracts and indexes the content. You can also manually edit any of the extracted fields or add more information.

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Help Center

If you want to make your knowledge base content available to customers directly, you can publish it as a public help center. This gives you a searchable, branded support site powered by the same content your agents use. See Knowledge Base and Help Center for how to set up and publish a help center, and the Help Center Public API for embedding it on your website.

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Best Practices

  • Separate by topic — create different knowledge bases for different areas (billing, product, onboarding) so you can attach only the relevant ones to each agent
  • Be specific — add concrete facts, policies, and procedures. Avoid vague descriptions of processes
  • Keep content current — update your knowledge bases when policies or product details change. Agents always use the latest version
  • Test with calls — after adding content, make a few test calls to verify the agent retrieves and communicates the information correctly

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Video Tutorial