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Uploading and Managing Your Knowledge Base

Learn how to add documents, FAQs, and structured data to your agent's knowledge base for better responses.

Uploading and Managing Your Knowledge Base

Your agent's knowledge base is its domain expertise. The better your knowledge, the better your agent responds.

Knowledge Types

FAQ (Question & Answer)

Best for: Common customer questions, policies, quick references

Format:

  • Q: What are your business hours?
  • A: We're open Monday-Friday, 9 AM to 6 PM EST.

When to use: When visitors ask predictable questions

Structured Data

Best for: Product catalogs, pricing sheets, comparison tables

Format:

``

Product: Enterprise Plan

Price: $299/month

Features: Unlimited agents, Priority support, Custom integrations

``

When to use: When agents need to reference specific data points

Document

Best for: employee handbooks, policies, product guides, service guides, and onboarding documents

Supported formats: PDF, TXT, DOCX

When to use: When you have existing documentation to train on

How to Upload

1. Open your agent's detail page

2. Go to the Knowledge tab

3. Click Add Knowledge

4. Choose your type (FAQ, Structured, Document)

5. Enter the content or upload the file

6. Click Save

How Knowledge Retrieval Works

1. Upload: You add knowledge items.

2. Organize: Anakin prepares the content so it can be searched quickly.

3. Match: When a visitor asks a question, the agent looks for the most relevant source material.

4. Answer: The agent uses that material to write a clear, grounded response.

Best Practices

Do:

  • Keep answers concise and direct.
  • Use natural language that matches how people actually ask.
  • Update regularly with new information.
  • Include variations of the same question.
  • Add examples when helpful.

Don't:

  • Avoid uploading huge manuals when a shorter guide would be clearer.
  • Remove outdated information.
  • Avoid overly technical language for customer-facing agents.
  • Do not duplicate the same information.
  • Never include sensitive data such as passwords or keys.

Testing Your Knowledge

Use the Test tab to verify your agent retrieves the right information:

1. Ask questions your knowledge should answer

2. Check if the agent uses the correct source

3. Verify the response is accurate

4. Add missing knowledge if needed

Troubleshooting

| Issue | Solution |

|-------|----------|

| Agent doesn't use knowledge | Add more specific examples and source material |

| Wrong information retrieved | Re-check your source content |

| Responses are too generic | Add more specific details to knowledge |

| Agent ignores knowledge | Verify the knowledge is saved and active |