The Knowledge Base is the central content store that powers your AI assistant's responses. It holds two types of items — Q&A pairs that you author manually and document chunks that the platform extracts from uploaded files — and gives curators a unified workspace to search, filter, edit, rate, and govern every entry across the entire tenant.
The Knowledge Base page in Text Search mode, with the seeded Employee Handbook entries visible.
Key Concepts
- Q&A pairs — manually authored questions and answers. Each pair has a question (what the user might ask) and an answer (what the assistant should respond with).
- Document chunks — when you upload a file (PDF, DOCX, XLSX, etc.) to a content pack, the system splits it into chunks. Each chunk contains a portion of the document with its page numbers and section heading.
- Content packs — containers that group Q&A pairs or document chunks together. Every knowledge item belongs to a content pack.
- Status workflow — items move through statuses that control visibility: Draft (hidden from users), Approved (live), Needs Attention (flagged for review), and Discarded (soft-deleted).
- Search index — the runtime indexes Q&A and document content separately. The Sync Index action rebuilds both indexes so curator changes become available to the assistant.
Search Modes
The toolbar exposes two search modes via a toggle on the left of the search field. Switch between them by clicking the magnifying-glass icon (Text Search) or the sparkles icon (AI Search).
The search-mode toggle, the AI search input, and the Sync Index / Sync Status actions.
Text Search
Text Search is the default mode. As you type in the search field, results filter in real time across the question, answer, title, and chunk content fields. Combine it with the Filters popover to narrow by tag, item type, status, sensitivity, rating, and sort order. Active filters appear as chips beneath the toolbar so you can clear them individually or click Clear All to reset.
AI Search
AI Search runs a hybrid keyword-plus-vector semantic search across the entire tenant knowledge base. Use it when you cannot remember the exact wording of an item, want to find paraphrased duplicates, or need to discover items by intent rather than by keyword.
AI Search returns ranked semantic matches with confidence labels, highlighting query terms in the title and preview.
Each result card shows:
- A type badge (Q&A or Document) with an icon
- A confidence chip combining the qualitative label (Low / Medium / High) and the normalized score percentage
- The current status of the underlying item
- For document chunks, the chunk position within the source file (
Chunk 3/12) - The title and content preview with highlighted query terms
- An optional caption generated by the search service
The result list is sorted by relevance — semantic reranker scores always outrank keyword fallbacks, so a strong meaning-based hit will appear above a coincidental keyword match. The colored bar on the left of every card mirrors the confidence level so you can scan a busy result set quickly.
AI Search is unscoped by default — it surfaces every item in the tenant index regardless of who can currently see it at runtime. This is intentional: curators need to find any item, including drafts and discarded entries, to maintain quality.
Running an AI Search
Switch to AI Search
Click the sparkles icon in the search-mode toggle. The query field updates to the AI Search variant with a "Search semantically across the entire knowledge base" placeholder.
Type a natural-language query
Enter a question, paraphrase, or topic — anything from a single keyword to a full sentence. The query field accepts up to 500 characters.
Run the search
Press Enter or click the arrow button on the right of the field. A loading indicator replaces the arrow while the search runs; the response usually arrives within a couple of seconds.
Open a result
Click any Q&A card to open it in the details modal where you can edit, change status, or review history. Document chunk hits open in preview mode — to edit the underlying chunk, switch to Text Search and find the parent document.
Filter chips for status and item type carry over from the toolbar, but tag, sensitivity, and rating filters only apply to Text Search. To narrow AI results further, refine your query instead of stacking filters.
Advanced Filters
Click Filters in the toolbar to open the filter panel, available in both search modes.
The filters popover lets you narrow results by tag, item type, status, sensitivity, rating, and sort order.
| Filter | Options |
|---|---|
| Tags | Multi-select from predefined vocabulary plus custom tags created in your tenant |
| Item Type | All, QnA, Document |
| Status | All, Approved, Needs Attention, Draft, Discarded |
| Sensitivity | All, Public, Standard, Sensitive, Secret |
| Rating | All, 5 stars through 1 star |
| Sort | Relevance, Newest, Oldest |
Creating a Q&A Item
Open the Add Dialog
Click Add Q&A in the top-right corner of the Knowledge Base page.
The Add Q&A dialog with fields for question, answer, and content pack selection.
Enter the Question and Answer
Type the question your users might ask in the Question field and the response the assistant should provide in the Answer field. Both fields are required.
Select a Content Pack
Choose a content pack from the Content Pack dropdown. Only Q&A-type packs appear in this list.
Create the Item
Click Create. The item is saved with Draft status. A success notification appears and the dialog closes automatically.
Write questions in natural language that matches how your users actually ask. For example, use "How do I request time off?" rather than "Time Off Request Procedure."
Viewing and Editing Items
Click any Q&A card to open the details modal. The modal exposes two tabs at the top:
- Details — the editable view with status and sensitivity badges, quick-action buttons (Approve, Flag for Attention, Discard), inline-editable question and answer fields, rating, tags, and metadata.
- History — a chronological list of every prior version. The Compare button (enabled once two or more versions exist) opens a side-by-side diff view where you can pick a base version and a comparison target to inspect exactly what changed and who changed it.
For document chunks, the modal includes chunk navigation buttons (Previous / Next) to step through all chunks from the same source file, with a "Chunk N of Total" indicator.
You must save changes before navigating between chunks or switching tabs. The navigation buttons are disabled while you have unsaved edits.
Quick Status Actions
Each Q&A card has a three-dot menu with quick actions:
- Approve — marks the item as live and visible to users.
- Discard — soft-deletes the item from user-facing searches.
- Flag as Needs Attention — marks the item for curator review.
Deleting an Item
Open the item's details modal and click Delete at the bottom-left. This permanently removes the item and cannot be undone.
Deleting a Q&A item or document chunk is permanent. Export your content first if you need a backup.
Syncing the Search Index
After making changes to knowledge items, click Sync Index in the toolbar to rebuild the search and vector indexes. This ensures both Text Search and AI Search return up-to-date results, and that the runtime assistant sees the latest content.
To monitor a sync that is already in flight or review past sync runs, click Sync Status to navigate to the Sync Status page on the Knowledge Packs section. Each sync operation records its trigger source, duration, and outcome.
Uploading Documents
Documents are uploaded through Knowledge Packs. When you upload a file to a document-type knowledge pack, the system automatically:
- Parses the file content (supported formats: PDF, DOCX, PPTX, XLSX, PNG, JPG, TIFF, BMP).
- Splits the content into semantic chunks with page numbers and section headings.
- Creates individual document chunk items in the Knowledge Base.
Each chunk can then be reviewed, edited, approved, or discarded independently.
The maximum file size for uploads is 200 MB. CSV files are supported for Q&A-type content packs only.
Field Reference
Q&A Item Fields
| Field | Description | Required |
|---|---|---|
| Question | The question users might ask | Yes |
| Answer | The response the assistant provides | Yes |
| Content Pack | Which collection this item belongs to | Yes (at creation) |
| Status | Controls visibility: Approved (live), Draft (hidden), Needs Attention (flagged), Discarded (removed) | Yes |
| Sensitivity | Access level: Public, Standard, Sensitive, or Secret | No (defaults to Public) |
| Rating | Curator quality assessment from 1 to 5 stars | No (defaults to 0) |
| Tags | Categorization labels from a predefined vocabulary plus custom tags | No |
Document Chunk Fields
| Field | Description | Editable |
|---|---|---|
| Title | Document filename (without extension) | Yes |
| Content | The text content of this chunk | Yes |
| Chunk Index | Position within the source document (e.g., Chunk 3 of 12) | No |
| Page Numbers | Which pages of the source document this chunk spans | No |
| Section Heading | Detected heading from the document structure | No |
| Status | Same status workflow as Q&A items | Yes |
AI Search Result Fields
| Field | Description |
|---|---|
| Type | Q&A or Document — controls which icon and color the badge uses |
| Confidence | Normalized score from 0 to 100% with a qualitative label (Low / Medium / High) |
| Status | Current lifecycle status of the underlying item |
| Chunk position | For document hits, the chunk index and total count from the source file |
| Title | The Q&A question or the document title, with query terms highlighted |
| Preview | The first ~3 lines of the answer or chunk content, with query terms highlighted |
| Caption | Optional extractive caption produced by the semantic reranker |
Related Pages
- Knowledge Packs — create content pack containers and upload documents
- Guardrails — set safety policies that evaluate user input
- Conversation Logs — see how the assistant uses knowledge items in responses
- Confidence Thresholds — tune the minimum scores the runtime accepts before answering from a knowledge item