Knowledge Base Overview
The Knowledge Base is a central component of your AI agent: it gives the agent the business information and product data it needs to serve customers. Here you will fill it with sources, link it to an assistant and test what the agent reads before replying.
Before you start, you need a sales assistant (your first one is created during onboarding and configured on the Agents page, see Create your first AI agent), an active subscription if you add a new knowledge base with the + button, and your content ready: a public feed URL, a native Google Sheet, native Google Docs, website pages or files.
Understanding knowledge base types
Each assistant is linked to one knowledge base. Every knowledge base has two sections:
- Business Knowledge: operational information that managers and staff typically know. Sources: FAQ, Business Documents, Business Files, Business Links.
- Product Knowledge (the Product Inventory section): your catalog. Sources: Products (a catalog managed in the app), Product Feed, Product Spreadsheet, Product Files.
Only Product Feed, Product Spreadsheet, Products and Instagram products (set up under Channels) land in the searchable, filterable product index. FAQ, Business Documents and uploaded files are background knowledge the agent reads when answering. Business Links are fetched live from your site when a question needs them.
Set up a knowledge base step by step
- Open Knowledge Base in the app (the page is titled Knowledge). Pick a knowledge base from the cards at the top or add one with +, up to 10 per account.
- In Business Knowledge, connect FAQ for recurring questions, Business Documents for native Google Docs, Business Files for uploads (up to 15 files, 7 MB each) or Business Links for web pages.
- In Product Inventory, click Connect on a source. For a Product Feed, enter the Product Feed URL and click Connect. For a Product Spreadsheet, grant Google Drive access, use Pick file, click Preview, fix any Not mapped column in Map Spreadsheet Columns (ID and Product Name are required) and click Confirm & Connect.
- Wait until the card shows Complete – N products and compare Loaded products and Total categories with your catalog.
- Open Agents in the sidebar (the Agent configuration page), expand Toolkit and pick the knowledge base in the dropdown of the Knowledge block.
- In the Editor, open the Context panel, type a typical client message and check which knowledge snippets come back. Then ask it in the Test dialog; replies there count toward your plan’s AI messages.
Options that matter
Product Feed and Product Spreadsheet connect dialogs share these settings:
- Feed language: the language closest to your product descriptions, so search matches word variations. It is set at connect time, like Index images; reconnect the source to change either.
- Enable auto-update (on by default): re-syncs the source about every hour.
- Index images (on by default): builds the index for image search.
- Agentic Search (off by default): step-by-step search for complex product discovery.
- Notify in Telegram on error (on by default): alerts your Telegram group when auto-update fails.
In the assistant’s Knowledge block, Strip knowledge base results from history cuts input tokens on large catalogs. Leave it off if your flow relies on re-reading earlier search results.
Common problems and how to fix them
- The agent answers from uploaded files but cannot filter products. Files are background knowledge. Load the catalog as a Product Feed, Product Spreadsheet or Products.
- The spreadsheet will not connect. Use a native Google Sheet, not an XLSX stored in Drive, and map the ID and Product Name columns.
- The import fails. Duplicate IDs fail the whole import; give every product a unique id.
- All products land in one category. Add categories to the feed, usually via the product_type field. If categorized products still collapse, contact MyChatBot support.
- The import is stuck. Click Refresh on the source, then re-import it.
- Product cards are blocked. An assistant on this knowledge base has the Altegio integration active.