AI knowledge base

Teach the AI about your company: fill in context and rules, upload files and websites and generate the texts automatically with one click.

The knowledge base is what the AI knows about your business: who you are, what you offer, service hours and how it should behave. The better it is filled in, the better the answers.

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When to use

• Before turning on the AI for the first time.
• When you change hours, services or company rules.
• When you notice inaccurate answers and want to fix the source.

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Before you start

• Have permission to edit the company (administrators).
• Have company materials at hand: presentation, catalog, frequently asked questions or the website address.

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Where to find it

Go to Company settings and open the AI tab. It has two sections: Knowledge Base and AI configuration.

If the Apply this setting to all channels option is off, the Knowledge Base section and the text fields disappear from this screen. In that case, context and rules are defined in each integration, in the Artificial Intelligence tab.

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AI configuration fields

Field	What to fill in
AI Name	How the agent introduces itself, for example, a virtual assistant with its own name.
Main AI Objective	The type of service. See the objectives in Service agent.
About the company	Description of the business, services, differentiators, address, business hours and lunch break.
Service rules	What the AI should or should not do: tone of voice, discounts it cannot offer, subjects it should forward to the team.

Write the business hours in About the company, for example “We are open Monday to Friday, from 8 a.m. to 6 p.m., with lunch from 12 p.m. to 1 p.m.”. The AI takes the scheduling times from it.

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Generate the texts from files and websites

Instead of writing everything, you can upload materials and let the AI build the first draft.

1. Enter the websites

   In the Company URLs field, write the addresses of the main pages, one per line. The AI reads those pages.

2. Upload the files

   In Company files, attach PDF, DOC, DOCX, TXT or MD. The limit is 10 MB per file, with a maximum of 8 files.

3. Save the page

   Save before generating. Files that were just uploaded are only used after being saved.

4. Generate the fields

   Click Generate fields with AI and confirm in Generate AI content. The AI will use the URLs and the files to fill in About the company and Service rules.

5. Wait for the notice

   The screen shows AI generation started and you can keep working. When it finishes, a notification arrives in the bell (it may appear in English). Reload the page to see the new texts.

6. Review and save

   Read the texts, fix whatever is needed and save.

Generation replaces the current content of these two fields. If you have already written something important, copy it before generating.

If the company’s subscription is suspended or canceled, the button is unavailable and the screen asks you to regularize the subscription.

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Best practices

• Be specific in the rules. “Never promise a delivery date” works better than “be careful”.
• Write what the AI should do when it does not know something, for example, call an agent.
• Review the base whenever your service changes.
• Avoid pasting sensitive customer data into the texts.

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Frequently asked questions

I clicked generate and nothing changed on the screen.

Generation runs in the background. Wait for the completion notification and reload the page. If the notification says the profile could not be generated, check that the addresses are correct and that the files open normally, and try again.

Does the AI read all uploaded files on every answer?

No. It answers based on the texts in About the company and Service rules. The files and websites are used to generate those texts. For that reason, keep those two fields complete and up to date.

Can I have different rules per channel?

Yes. Turn off Apply this setting to all channels and fill in the Artificial Intelligence tab of each integration.

Service agent

Turn on the AI on the channels.

General settings

Adjust AI times and calendar.