Knowledge
Feed your agents your own content so answers come from your business, not guesswork.
Knowledge is what makes your AI answer from your business instead of guessing. Every chat widget and call agent can be attached to a knowledge base, and answers come back with inline citations. The sidebar section is Knowledge, and its pages are Overview, Documents, Sources, Web Crawler, and Settings.
This is the highest-leverage section in the product. An hour spent here beats a day spent editing prompts. It is hidden from agents and supervisors.
Step 1 — Create a knowledge base#
Press Add Knowledge Base in the top right, give it a Name and a Description, then Create.
Most workspaces need only one. Create several when you have genuinely separate domains — different brands, or a public FAQ versus internal procedures — because a widget attaches to exactly one.
The Overview tiles summarise everything: Total Knowledge Bases, Active Sources, Total Documents, Last Sync, and Embedding Status.
Step 2 — Crawl your website#
Go to Knowledge → Web Crawler. Under Start New Crawl, enter a Website URL (example.com or the full address), pick your Knowledge Base, and press Start Crawl.
Show Settings exposes the controls, which are already set sensibly:
| Setting | Default | Range |
|---|---|---|
| Max Depth | 5 | 1–10 |
| Max Pages | 100 | 1–1000 |
| Delay (ms) | 1000 | 0–10000 |
| Chunk Size | 1000 | 100–5000 |
| Respect robots.txt | on | |
| Follow external links | off |
Jobs appear below with live progress — pages found, pages processed, and a percentage — and can be filtered by running, pending, completed, failed, or cancelled. A running job can be Stopped; a finished one can be deleted.
One important limitation: the crawler skips PDFs, Word files, and other documents linked from your pages. It reads HTML. Anything in a file has to be uploaded in the next step.
Step 3 — Upload the documents that are not on your website#
Knowledge → Documents. Pick your knowledge base on the left, then Upload File.
Supported files are PDF, Word (.docx), and plain-text formats such as .txt, .md, and .csv.
Anything else is read as raw text, which usually produces gibberish or an empty document without reporting an error — so check the document after uploading. Legacy .doc files are the common casualty; resave them as .docx.
This is usually where the answers your customers actually want live: price lists, policies, warranty terms, delivery rules. Add Manually is there for writing an answer directly, which is the fastest fix when you spot a gap.
Step 4 — Generate embeddings#
Back on Knowledge → Overview, each card shows Embeddings: followed by its state. Press the button beside it.
| State | Button | Meaning |
|---|---|---|
| No Documents | Generate Embeddings | Nothing to embed yet |
| Not Generated | Generate Embeddings | Content exists but has never been embedded |
| Needs Update | Update Embeddings | Documents changed since the last run |
| Complete | Regenerate Embeddings | Up to date |
Content is not searchable until this finishes. A knowledge base full of documents with no embeddings answers nothing — this is the single most common reason a widget "ignores" content that is plainly there.
Watch for Needs Update afterwards. Every time you add or edit a document, the card flips to that state and you need to run it again.
Step 5 — Attach it, then test it#
Attach the knowledge base to a widget when you create or edit it — see Chat for chat widgets and AI Calls for voice.
Then ask your widget a question only your documents can answer.
If the answer is vague, add content — do not rewrite the prompt. A missing fact cannot be prompted into existence, and the fastest fix is almost always a short manual document that states the answer plainly.
Keeping it current#
Two mechanisms, and they are different:
Sources (Knowledge → Sources) are recurring feeds. Add Source takes a Type (Website, Sitemap, RSS Feed, API Endpoint), a Name, a URL, and a Sync Frequency of Manual, Daily, Weekly, or Monthly. Use these for content that changes.
Settings (Knowledge → Settings) holds per-knowledge-base retrieval options: Chunk Size, Chunk Overlap, Language, and Auto-update sources and embeddings. Leave Auto-update on and the maintenance mostly takes care of itself.
Where to go next#
- Every field, limit, status, and the retrieval settings explained: Knowledge manual
- Chat — attach the knowledge base to a widget
- AI Calls — attach it to a voice agent
- FloGPT for Shopify — embed your product catalogue
If you sell on Shopify, each knowledge base card has a Shopify catalogue toggle. Switch it on and your products are embedded too, so the AI can answer about stock and specifications. It needs a connected Shopify store — see Integrations.