Knowledge Base
Knowledge Base is where you prepare reference material so the agent can retrieve it cleanly later.
The main job here is not just uploading files. It is deciding which material is focused enough to help the agent make better decisions.
What belongs in a good folder
For Consultation Desk, strong folders are usually narrow and purposeful.
Good examples:
- service definitions
- routing rules
- callback and handoff expectations
- short policy references that are still too long for
Instructions
Weak examples:
- raw interview transcripts
- giant mixed folders with unrelated content
- outdated duplicates from several different owners
Choose the right home before you connect the file
The same document does not belong everywhere.
| If the file should... | Best home |
|---|---|
| Be followed every turn | Instructions |
| Be searched only when relevant | Knowledge Base |
| Be used only after it is cleaned up | Keep it out for now |
Build the folder around operator questions
Instead of asking, What files do we have?, ask:
- What questions should the agent answer more reliably?
- What decisions should it make more consistently?
- What references should a human operator trust the agent to cite?
That leads to better folders than uploading everything you can find.
Connect the folder to the agent
After the data is prepared, add it through the Knowledge Base tool in the agent editor.
The handoff is:
- prepare the folder here
- select it in
Tools - write a clear
When to Use - test with real questions
File names matter
The agent sees each file's name as a signal, and retrieval quality drops fast when the names are generic. Treat filenames as short, self-describing labels:
- Good:
consultation-routing-rules-2026.md,callback-escalation-policy.md,pricing-enterprise-tier.pdf - Weak:
final_v3.docx,doc1.pdf,Untitled.md,export.csv
A descriptive name helps the agent pick the right file, helps operators spot stale duplicates, and makes it easier to cite sources when the agent answers.
Images in knowledge base files
Images inside KB files (for example, diagrams or screenshots embedded in a Markdown or PDF reference) are retrievable. The agent can surface them in its reply by emitting standard Markdown image syntax — the chat surface will render them inline:
If you want the agent to show a specific diagram, tell it so in Instructions or in the Knowledge Base tool's When to Use (for example: When the user asks about routing, show the routing diagram using Markdown image syntax). Without that hint, the agent may describe the image in words instead of showing it.
Keep the source clean
A few practical habits help a lot:
- prefer concise reference files over giant exports
- remove stale duplicates
- split very different topics into separate folders when the agent should use them differently
- do not upload raw transcripts when a distilled summary would be stronger
When the source changes
If the original file changes in a meaningful way, refresh the connected copy on purpose. Do not assume the agent is already seeing the newest version.