Knowledge Base

Use Knowledge Base when your agent needs stable reference material that is too large or too changeable to keep directly inside Instructions.

For the Consultation Desk example, the knowledge base is a good place for service definitions, routing rules, intake notes, and handoff expectations that should stay consistent across conversations.

Choose the Right Storage

Use this quick rule:

If the knowledge is...	Put it here
Small, always needed every turn, and unlikely to change often	Attachments
Larger reference material that should be searched when relevant	Knowledge Base
The latest public information outside your workspace	Web Search

Step 1: Prepare a Focused Folder

Before you add the tool, create or reuse a folder that contains only the material this agent should search.

Good knowledge base material is:

• Narrow enough to retrieve cleanly
• Written around one domain or use case
• Easy for the operator to maintain

Avoid uploading loose, noisy source material when a condensed version would work better.

Step 2: Add Knowledge Bases in the Agent Editor

In Editor, open Tools, click Add Tool, choose Knowledge Bases, then select the folder or files the agent should search.

Knowledge Base is workspace-scoped

The agent can only use knowledge that exists in the same workspace. If the folder is missing from the picker, check whether the content was created in another workspace or whether the folder is still empty.

Step 3: Write a Narrow When to Use

Tell the agent exactly when it should search this material.

Example:

Use this knowledge base when the user asks about consultation types, routing rules, or handoff expectations that should stay consistent across conversations.

This works better than a vague instruction such as:

Use the knowledge base when needed.

Step 4: Test Retrieval in Live Test

Test with prompts that should clearly trigger the knowledge base.

Examples:

• What is the difference between the Initial Consultation and the Specialist Consultation?
• When should Consultation Desk recommend a human callback instead of choosing a consultation directly?

Check for two things:

• The agent actually uses the knowledge base
• The answer stays faithful to the source material instead of improvising

Operator Tips

• Split folders by use case when it improves retrieval quality.
• Keep each folder focused. One clean folder is better than one giant mixed dump.
• If a rule must apply on every turn, it usually belongs in Instructions or Attachments, not only in Knowledge Base.
• After you update important source files, retest the agent with real examples.

Common Mistakes

Putting every document into one folder

This makes retrieval noisier and harder to debug.

Using Knowledge Base for live information

If the answer depends on what changed today, use Web Search instead.

Hiding core rules only inside files

If the agent must follow a rule every time, keep that rule in Instructions too.

Next Steps

• Web Search
• Call Agent
• Back to Tool Configuration