Managing your Knowledge Base

Last updated: February 25, 2026

Your Knowledge Base (KB) is where your AI Agent looks when a customer asks a general question. It's a library of documents: FAQs, product information, policies, and anything else the agent should know, organised into folders.

This article explains how the Knowledge Base is structured and how to manage it. For adding content, use the guides below:

Structure: KB, Folders, and Documents

A Knowledge Base has two layers:

  • Folder (also called a source): a grouping of related documents, usually representing a single data source, e.g. "FAQs", "Product Catalogue", or "Shipping Policies".

  • Document: a single piece of content the agent can retrieve and reference in a response.

When a customer asks a question, the agent searches across all documents in its assigned folders to find the most relevant answer.

Three ways to add content

  • Upload in bulk: import a CSV file to create many documents at once. Best for large or regularly updated content sets.

  • Create manually: write individual documents directly in the dashboard. Best for small additions, corrections, or custom content.

  • Via API: push content programmatically using the Engaige API. Best for automated pipelines or large-scale integrations.

Creating a Knowledge Base

  1. Go to Training > Knowledge.

  2. Click + New Knowledge Base in the top-right corner.

  3. Give it a clear name (e.g. "Customer Support KB - English").

  4. Save. You can now start adding folders and documents.

Assigning a Knowledge Base to an agent

  1. Go to AI Agents and open the agent you want to configure.

  2. Navigate to the Behavior tab.

  3. Under Knowledge Base, select the KB you want the agent to use.

  4. Save.

Each agent can be assigned multiple folders at a time. If you manage content for multiple brands or languages, use the agent behavior tab to select the corresponding folder: allowing them to share folders while for instance pulling product information from a folder per country enabling you to assign the right folder to the right agent.

Tips

  • Organise by source, not by topic. Use folders to represent where content comes from (e.g. "Help Center Export", "Product Feed", "Manual FAQs") rather than creating one folder per topic. This makes it easier to replace a full folder when the source data changes.

  • Shopify users: connecting Shopify automatically creates a Shopify Products folder in your KB, synced nightly. You don't need to manage product content manually. See📄 Connecting Shopify to connect your store right now.

  • Keep documents focused. One clear topic per document helps the agent retrieve the right answer more reliably. Avoid mega-documents that cover many unrelated questions.

  • Policies take priority over Knowledge. If a customer's request matches a Policy, the agent follows the Policy and may not consult the KB at all. The KB is the fallback for general questions that don't trigger a Policy.