Knowledge Base
Your Knowledge Base is the content your agent answers from. The rule is simple: better content means better answers. When a visitor asks something, your agent searches your Knowledge Base, finds the relevant part, and writes a natural reply based on what it finds. If the answer is not there, it honestly says so instead of guessing.
New agents automatically use everything in your Knowledge Base, so you can focus on adding good content and let your agent keep up.
The Knowledge Base Files tab showing the Add a file button, the tab row, and the Import tab
Think of the Knowledge Base as your best support agent's memory. If a great human agent would need that information to help someone, it belongs here.
Try It with Sample Content
Not ready to add your own content yet? Load a ready-made sample Knowledge Base and watch your agent answer real questions in seconds - before you upload anything.
Open an empty Files tab
On a new workspace, the Files tab shows a Try with sample content option beneath the import button.
Load the sample
Click Try with sample content. A small demo Knowledge Base for a fictional store loads instantly and is marked Customers can see, so your agent can use it right away.
Chat with your agent
Open your agent's Test tab and tap one of the suggested starter questions (like "What is your return policy?") to see it answer straight from the sample content.
Loading the sample again skips any file that is already loaded, so nothing is duplicated or overwritten. Jarvis can load it for you too, but not while any agent is on, because it would answer real customers with made-up content. It can also remove the sample, or delete any single file, but only after you tap a card that names exactly what goes. Neither has Undo, so the card says so.
Sample content is clearly labelled demo data. A banner stays at the top of your Knowledge Base while it is loaded, with a one-click Remove sample content button.
Remove the sample content before you turn your agent on, so it answers from your knowledge and not the demo store. The Add to your website tab reminds you if any sample content is still loaded.
Add a File
Open Files
Go to Knowledge Base in the sidebar and open the Files tab.
Create a new file
Click Add a file and give it a clear name, like "Return Policy."
Write and save
Write your article with headings and short paragraphs, then click Save. It is indexed and ready immediately.
Already have content elsewhere? Import pulls it in (you may know this as upload, scraping your site or bringing in docs) from files, Google Drive, Notion, a website, or email - and cleans up the formatting for you.
Organize and Control Access
Two settings decide who can see each file:
- Knowledge source - General content is available to the chat window and your team; per-client content is for your team only, on tickets for that client.
- Visibility - Customers can see files can be used in chat window answers; Team only files are for your team's eyes only (some people say public and private).
So a file is usable in customer chats only when it is in a general source and marked Customers can see. Use Team only or per-client for things like handover steps or sensitive notes. Freshly imported files start as Team only. After a website import you choose which of its files to share in Choose what your agent can share (the import's card and your dashboard take you there). Otherwise, on your agent's Knowledge tab, choose Share all with customers in the banner to switch everything at once, or flip an individual file's Customers can see / Team only pill.
Credentials Are Redacted Automatically
If a file contains a password, API key, or similar credential, it is redacted the moment the file is saved - stored and processed as a placeholder like <REDACTED_SECRET_1>, with the real value kept encrypted. When you open the file yourself, you see the real value; your agent's answers and the AI models only ever see the placeholder. There is no setting to get wrong - this is always on.
If your agent cannot find an answer you know exists, this is the usual reason - check the file is in a general source and set to Customers can see.
Rename and Move Files
Right-click a file and choose Rename or Move to.... A renamed or moved file keeps its sharing (Customers can see or Team only), its archive state and its history. Nothing is ever replaced: if a file with that name is already at the new place, the rename or move is refused and tells you which file is in the way. Renaming or moving a folder works the same way, and is refused as a whole if any file inside has its new place taken. Creating a file with a name that already exists is refused too; open the existing file and edit it instead.
When you upload several files at once and two share a name (for example faq.pdf and faq.docx in a ZIP), the second is saved as faq-2, never over the first. The result tells you the name it was saved under.
Jarvis can move and rename files and folders for you, up to 200 files in a folder move, and it follows the same rules. Every move has Undo.
Archive Files You Want to Keep but Not Use
Some files should stay on record without being used - an old version of a policy, a superseded price list. Right-click a file and choose Archive: it stays in your Knowledge Base, but no agent will use it in any answer, for customers or for your team, and it drops out of every agent's file counts. Archived files show a gray Archived tag. Right-click and Restore from archive to bring one back - it is re-indexed and usable again within moments. A suggested article that would update an archived file asks you to restore the file first.
This is different from marking a file Team only (your team still uses Team only files) and from removing it from one agent's selection (other and future agents would still use it). Archive means: keep it, use it nowhere.
Write Content That Answers Well
How you write has a direct effect on the answers your visitors get. A few habits that help most:
- Use clear headings. Break content into sections - your agent matches questions to headings.
- Phrase headings as questions people actually ask, like "How long does shipping take?"
- One topic per article. A focused "Returns" article beats one giant "Returns, Shipping, and Billing" page.
- Write plainly, the way you would explain it to a colleague. No need to write "for AI."
- Keep it current. When a policy changes, update the article - your agent always uses the latest version.
The Stats tab gives you a quick overview of your files and sources, and Unanswered questions (see Conversations and Quality) tells you exactly what to write next based on real visitor questions.
What's Next
If you have existing content to bring in, head to Import. If you would rather get your agent live first and add content as you go, jump ahead to Add Your Agent to Your Website.
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