Knowledge Base

The knowledge base is the business information your AI agent draws on when it answers customers. The better your knowledge, the more accurate and on-brand your AI agent’s replies will be.

How it works

When a customer asks a question, WazBot finds the most relevant parts of your knowledge and gives them to the AI agent as context. The AI agent then answers using that information instead of guessing.

Types of knowledge sources

Documents

Upload files such as product sheets, policies, price lists, and FAQs. WazBot reads the content so your AI agent can reference it.

Web pages

Point WazBot at a public URL — for example your website or help center — and it will use that content as knowledge.

Manual entries

Write answers directly for questions customers ask often, when you want full control over the wording.

Availability

The exact source types, file formats, and limits available to you depend on your plan and the current version of the application. If a source type is not shown in your workspace, it may not be enabled for your plan.

Adding knowledge

Open your business workspace and go to the knowledge section.
Choose a source type — upload a document, add a URL, or write a manual entry.
Give the entry a clear title so it is easy to manage later.
Save. WazBot processes the content and makes it available to your AI agent.

Organizing knowledge

Keep each entry focused on one topic so the AI agent can retrieve it precisely.
Use descriptive titles (for example, “Returns policy” rather than “Doc 1”).
Remove outdated documents so the AI agent never answers from stale information.

Updating & removing knowledge

When your information changes — new prices, updated hours, a revised policy — update or replace the relevant entry. Changes take effect for new conversations once processing is complete.

Testing your knowledge

After adding knowledge, test your AI agent with real questions customers are likely to ask. If an answer is wrong or missing, check that the information actually exists in a knowledge source and is written clearly. See AI Agent Config for how to test and refine agent behavior.

Troubleshooting

Symptom	What to check
AI agent doesn’t use my document	Confirm the document finished processing and contains readable text (not only images).
Answers are outdated	Replace or remove the old entry; the AI agent uses whatever is currently stored.
AI agent says it doesn’t know	Add a knowledge entry that clearly covers the question, then test again.
Web page not imported	Make sure the URL is public and reachable without a login.

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