AI Agent Knowledge Base

Once you've created a Knowledge Base, you can connect it to the following AI tools inside Ivorey™:

• Conversation AI - connect one or multiple Knowledge Bases to a bot so it can pull accurate answers from your content when responding to messages across SMS, email, chat, and WhatsApp.
  

• Voice AI - connect one Knowledge Base per agent so it can reference your content when answering inbound calls.
  

• Ask AI - you can create and attach a Knowledge Base through a guided chat conversation, using your Brand Voice, website, or manual content as the source. Ask AI can then connect the Knowledge Base to a Conversation AI bot or Voice AI agent for you. Refer to our Ask AI guide for the steps.

1. From the main Ivorey™ menu, go to AI Agents > Knowledge Base > and click the [+ Create knowledge base] button, in the top right corner

2. Give it a clear, descriptive Name (e.g. Client FAQs or Service Pricing) so you can easily find it later > (optional) give it a Description to provide more detail > and click [Add]

3. At the top left of the page, you can click the ✏ pencil icon, to edit the Knowledge Base name and description

4. To start adding sources, click to the relevant source tab

5. On the [Web Crawler] tab, you can add links to relevant website pages - these will be crawled/scanned for information for your AI tools to reference:

   1. Click on the [+ Add Website] button > and enter your URL

   2. Select the Mode, to choose how the AI should crawl this URL:

      1. Exact URL - crawl only the specific page you entered

      2. All URLs with the path - crawl all pages under the same URL path (e.g. yourdomain.com/services)

      3. All URLs in this domain - crawl every accessible page within the domain (e.g. yourdomain.com)

   3. If the mode is Exact URL, click [Train this Page]

   4. If the mode is All URLs with the path or All URLs in this domain, click [Select pages to train]

      1. Click on each page URL found on your sitemap, to review the page

      2. Search and select the pages you want to include > and click [Train Pages]

      3. (optional) Click [Discover by Crawling] to find any pages that might be missing from your sitemap > click [Select pages to train] when crawling is complete > select select the pages you want to include > and click [Train bot]

   5. For each selected and trained page, you will be able to:

      1. Click the Path URL, to review the live page

      2. See the Status - this should show as Trained if it was successfully crawled

      3. See the last Updated date

      4. Click the 📄 page icon, to view the information/data that has been pulled from the page (this is what your AI tool will reference) > you can edit any of the included text > and click [Save] if you’ve made any changes

      5. Click the [⟳] refresh arrows, to refresh the URL > the status should change to Getting data, until it has been fully scraped again, and change back to Trained when it’s done
         
         Note: You can turn on Auto-Refresh for website pages. Please refer to the How to Keep Your Knowledge Base Up to Date section below for the details.

      6. Click the 🗑 trash icon > and [Delete] to remove a page URL from the Knowledge Base
         
         Note: Any deleted pages will need to be manually re-added if needed.

      7. You can select multiple or all pages > click the [Bulk actions] drop-down > and select either [Refresh] or [Delete]

6. On the [FAQ] tab, you can add common questions and the correct answers, for your AI agents to access:

   1. Click [+ Add FAQ]

   2. Manually type/paste in your question > and answer > click Save

   3. For each added FAQ, you will be able to click the [↓] drop-down arrow, to view the answer > and:

      1. Click the ✏ pencil icon, to edit the question or answer > and click [Save]

      2. Click the 🗑 trash icon > and [Delete] to remove an FAQ
         
         Note: Any deleted FAQs can’t be recovered, and will need to be manually re-added if needed.

      3. You can select multiple FAQs > and click [Delete] to bulk-delete

7. On the [Table] tab, you can upload/import spreadsheets, for your AI tools to reference:

   1. Click the [+ Add Table] button > and select how to add your spreadsheet:

      1. Upload from Computer:

         1. Select or drag and drop your CSV file from your device > enter a Name for your table source > and click [Next]

      2. Import from Google Sheets:

         1. Select a connected Google Account from the drop-down > select the relevant Google Drive from the Directory drop-down > Search for and select your Google Sheet file > and click [Import Sheet]

   2. Select the columns you want to include > the Data Type for each column (e.g. string, number, date, boolean) > and if it’s Required > once done, click [Next]

   3. Click [Inspect errors] > and fix errors if any (e.g. null or empty rows) > then click [Done]

   4. For each uploaded/imported spreadsheet, you will be able to:

      1. Review the Name, Format, Number of Rows, Source (From Computer or Google Sheets), and it’s last Updated date

      2. Click on any table, to review the indexed columns and rows

      3. Click the [↓] down arrow icon, to download the CSV file to your device

      4. Click the ✏ pencil icon, to edit the name of the table > and click [Save] if changes were made

      5. Click the 🗑 trash icon > and [Delete] to remove a table
         
         Note: Any deleted tables can’t be recovered, and will need to be manually re-added if needed.

      6. You can select multiple tables > and click [Delete] to bulk-delete

8. On the [Rich Text] tab, you can add written content snippets, to either instruct your AI agents, provide context, or for the agents to reference directly:

   1. Click the [+ Add Rich Text] button > and enter a Name for this content (e.g. Context for Service Name Clients)

   2. Type out the content, instructions or context > and use the menu bar to format your text
      
      Note: Use clear headings to break your content into searchable sections - this will improve the quality of your AI agent’s answers.

   3. Click [Save] > and wait for Ivorey™ to scan and process your content

   4. For each added text Document, you will be able to:

      1. See the Status - this should show as Trained if it was successfully chunked

      2. See the last Created at date

      3. Click the ✏ pencil icon, to edit the name or content > and click [Save] if changes were made

      4. Click the 🗑 trash icon > and [Delete] to remove a text document
         
         Note: Any deleted documents can’t be recovered, and will need to be manually re-added if needed.

      5. You can select multiple documents > and click [Delete] to bulk-delete

9. On the [File] tab, you can upload/import documents, for your AI agents to reference:

   1. Click the [+ Add Files] button > and select how to add your document:

   2. Upload from Computer:

      1. Select or drag and drop your files from your device > and click [Upload Files]
         
         Note: You can upload multiple files at a time.

   3. Import from Google Drive:

      1. Select a connected Google Account > select the relevant Google Drive from the Directory drop-down > Search for and select your file > and click [Import file]
         
         Note: You can only select one file at a time.

   4. For each uploaded/imported file, you will be able to:

      1. Review the Name, Status, Size, Source (From Computer or Google Drive), and it’s Created at date

      2. Click the [↓] down arrow icon, to download the file to your device

      3. Click the 🗑 trash icon > and [Delete] to remove a file
         
         Note: Any deleted files can’t be recovered, and will need to be manually re-added if needed.

      4. You can select multiple files > and click [Delete] to bulk-delete

   5. For files imported from Google Drive, click the [⟳] refresh arrows, to Resync the file (this will sync any updates made to the live file) > the status should change to Processing, until it has been synced again, and change back to Processed when it’s done

10. On the [All] tab, you can now see a dashboard showing how many sources have been uploaded, for each type

    1. Click the [+] plus button on any source type, to quickly add a new source

1. From the main Ivorey™ menu, go to AI Agents > Knowledge Base > open the Knowledge Base you want to test
   
   Note: Wait for any newly added or updated content to finish processing before testing.

2. Click on the [Test Retrieval] widget, in the bottom right corner

3. In the main window, at the bottom, you will find a prompt box:

   1. To the right, select the relevant AI agent you want to test, from the drop-down - [Conversation AI] or [Voice AI]

   2. At the bottom, all of your Sources should be enabled > click any of them to deselect them, so that they will NOT be included in the test (e.g. you can test each one individually, or leave all selected to test them all)

   3. Type in a realistic question your clients might ask (e.g. "What is your refund policy?" or "How do I book an appointment?") > and click the [↗] send button - or select one of the pre-set prompt options

4. Review the results and the retrieved sources, to check that the content returned is relevant and accurate

   1. Click the [Show full content] button, to expand an answer

   2. Click the [Copy] button, to copy a result
      
      Note: Results show retrieved chunks - the specific sections of your content the AI identified as most relevant to the question, not necessarily the full document or source. Reviewing these chunks tells you exactly what your AI is drawing from.

5. If results are missing, incomplete, or returning the wrong content, use the retrieved sources to identify the issue - for example:

   1. No source is retrieved - confirm the content has finished processing > then add clearer wording that matches how clients phrase the question

   2. Wrong source is retrieved - update, remove, or clarify competing content that may be appearing more relevant than the correct source

   3. Answer is incomplete - add the missing details directly to the relevant Knowledge Base source

   4. Outdated content is retrieved - remove or update the outdated source

   5. Table data isn't returned - check that the table has finished processing and that the relevant columns are included

   6. Document content is missing - review headings and formatting - clear structure helps the AI parse content correctly > then re-upload or revise if needed

6. Update your Knowledge Base sources > click the [+ New] button, in the left side panel, to start a new chat > and keep testing until the results are correct:

   1. Test the same question phrased in different ways (clients won't always ask things exactly as you expect)

      1. If results improve when you rephrase the question, go back to your Knowledge Base > and add natural-language terms, synonyms, and clearer headings to your content so it matches how clients actually ask

   2. Test edge cases and the questions your clients ask most often

7. You can Search and review all of your test sessions, in the left side panel

8. Click the [X] button, in the top right corner, to close the Test Retrieval window

9. Retest after every significant Knowledge Base update - adding new sources, editing existing content, or removing outdated material can all affect what gets retrieved

1. From the main Ivorey™ menu, go to AI Agents > Knowledge Base > open the Knowledge Base you want to improve > and click on the [Knowledge Gaps] tab, in the top right corner

2. In the top right corner, you can see the total number of gaps identified that Need Answers, how many Times Asked for all, and the total number of gap Resolved So Far
   
   Note: Knowledge Gaps are populated from real conversations after your Knowledge Base is connected to a live AI agent. This will be empty until your agent has started handling queries.

3. On the Needs answers tab, in the left panel, click on each identified gap to review it - for each gap you can:

   1. See the total number of times the question was asked, and the total number of different ways it was asked (e.g. different phrasing for the same question)

   2. See the Top Ways People Asked This - use this to understand exactly what your clients are asking and how they phrase the question

   3. Click the [Archive] button > and [Archive Gap], to hide the identified gap without answering the question
      
      Note: Archived gaps can be restored.

   4. Click the [Add Answer] button > type in Your Answer > and click [Save & Add to Knowledge Base] to add a new FAQ directly from the gap

      1. Click the [Undo] button at the top, to remove the saved FAQ

4. On the Answered tab, you can review all of the previously identified gaps which you have answered and added FAQs for

5. On the Archived tab, you can review all archived gaps, to restore and answer if needed

6. If you don’t want to add an FAQ directly from Knowledge Gaps, you can manually update any existing source (e.g. a web page, document, or rich text entry) to include better coverage of that topic

7. Retest using the Retrieval Tester after making updates, to confirm the gap has been resolved

1. Open your Knowledge Base > select the Web Crawler tab

2. Click the main [Auto Refresh] button next to “URLs” to keep all your pages updated

3. Turn on Auto-refresh uploaded links within the given time > choose your preferred refresh frequency, either Daily, Weekly, or Monthly > and click [Save]
   
   Note: Daily refreshes suit pages that change often, such as pricing or availability. Weekly or monthly refreshes work well for larger or less frequently updated pages.

4. Once saved, you can click to [Manage Automation] any time, to adjust the frequency, or to toggle off Auto-refresh

Creating and training a Knowledge Base is free. However, the AI tools that use it (Conversation AI and Voice AI) have their own usage-based costs. Please refer to our Billing and Inclusions guide for the full breakdown.

Yes. A single Knowledge Base can be connected to multiple AI bots/agents at a time. This means you can reuse the same content across different agents while keeping their responses consistent. Any updates you make to the Knowledge Base will apply to all AI tools using it.

Note: While you can connect one Knowledge Base to multiple different Voice AI agents, each Voice AI agent can only be connected to a single Knowledge Base at a time.

Knowledge Bases support CSV, PDF, DOC, DOCX and MD file types. However, it’s important to note that during upload, only text is extracted. Any embedded images inside files and documents are skipped.

Please make sure your documents use clear headings, as Ivorey™ uses heading structure to break content into searchable sections, which improves the quality of answers your AI tools give.

Any newly added content in a Knowledge Base is generally available to your AI agents within a few minutes. Larger documents or full website crawls may take a little longer to fully process. You can check the status inside the Knowledge Base once content has been added, and use the Retrieval Tester to confirm it's working correctly before going live.

No. Deleting a Knowledge Base is irreversible. We recommend disconnecting outdated or irrelevant Knowledge Bases from your AI agents, rather than deleting them entirely, unless you're certain you no longer need the content.

No, they test different things. The Retrieval Tester checks whether your Knowledge Base content can be found and returned correctly. Testing your Conversation AI bot checks the broader conversation experience, including bot goals, prompts, actions, and response behaviour. We recommend doing both before going live.

A Knowledge Gap is flagged when your AI agent struggles to give a confident, accurate answer based on what's currently in your Knowledge Base. This can include:

• Missing answers - questions where the AI had no relevant content to draw from at all

• Low confidence responses - questions where the AI found some content, but wasn't confident it was the right answer

• Repeated unanswered questions - questions that have come up multiple times without a satisfactory answer