Skip to content

Setting Up Knowledge Bases

Before you Begin

A Knowledge Base is a collection of articles that AI Agents reference to provide accurate responses to customer questions and resolve issues during contact flows. Articles are the specific content pieces inside of your Knowledge Base. Inside a Knowledge Base, you can see your articles, article type, association, and tags.

  • You need an Admin permission level to create, edit, or delete Knowledge Bases.
  • Plan your Knowledge Base structure. There is a 10-knowledge base limit per organization and fewer, well-organized Knowledge Bases with strong tagging outperform many fragmented ones.

Limits and Constraints

  • You can have up to 10 Knowledge Bases at one time.
  • The maximum total size per Knowledge Base is 5 GB.

Step-by-Step Instructions

Add Knowledge Base

  1. Go to CxPortal.
  2. In the left menu, expand Knowledge Management.
  3. Click Knowledge Bases. The Knowledge Base list page shows your Knowledge Bases, their Type, and Connection.
  4. In the upper right corner of the screen, click Actions.
  5. Click Add New Knowledge Base.
  6. Enter Knowledge Base name and S3 bucket.
  7. Click Create Knowledge Base.

Note: You can only have 10 Knowledge Bases at one time. The maximum total size per Knowledge Base is 5 GB.

After your Knowledge Base is created, you can add articles. You can add a single article or add multiple articles at once.

To add a single article:

  1. On your Knowledge Base screen, select the Knowledge Base title. This takes you to the articles page.
  2. In the upper right corner of the screen, click Actions.
  3. Click Add New Article.
  4. Select a Knowledge Base to add the article to and click Continue.
  5. Enter the article name.
  6. Enter content into the content box or click Upload File to browse and upload a file from your computer.
  7. You can type and edit directly into the content box. As you input content, you can see the markdown text on the left and a preview of the edited text on the right. The content is saved as a .txt file. Additionally, you can select a template and manually fill in the content sections.
  8. You can upload .txt, .html, .docx, and .pdf files directly from your computer. If you upload a .html file, you can edit the code in the content box.
  9. Once you add your content, click Create Document.

To add multiple articles at once:

  1. On your Knowledge Base screen, select the Knowledge Base title. This takes you to the articles page.
  2. In the upper right corner of the screen, click Actions.
  3. Click Upload Multiple Files.
  4. Select a Knowledge Base to add the articles.
  5. Drag and drop files into the content box or browse your computer and choose files to upload.
  6. Click Upload Files.

Note: The file size limit for articles is 1 MB.

Sync a Knowledge Base

You can sync your Knowledge Base directly with Connect Agents.

  1. Open CxPortal.
  2. On the left menu, expand Knowledge Management and then click Knowledge Bases.
  3. In the upper right corner of the screen, click Actions.
  4. Click Sync Knowledge Bases.
  5. A pop-up appears with a confirmation message to sync your Knowledge Bases from Connect Agents. Review the warning and click Continue & Sync.

Search for a Knowledge Base

  1. On the Knowledge Bases screen, enter the name of the Knowledge Base in the search bar.
  2. (Optional) Use the Tag filters on the left side of the screen to find your Knowledge Base.

Edit Knowledge Base

  1. On the Knowledge Bases screen, select the title of the Knowledge Base you want to edit.
  2. In the upper right corner of the screen, click Actions.
  3. Click Edit Knowledge Base.
  4. Choose the Knowledge Base from the dropdown and click Continue.
  5. Edit the Knowledge Base details.
  6. Click Save Changes.

Delete a Knowledge Base

  1. On the Knowledge Bases screen, click the three dot menu (...) on the right side of the Knowledge Base you want to delete.
  2. Click Delete Knowledge Base.
  3. Review the confirmation message and click Delete Knowledge Base.