Teammates.ai: Knowledge Base Management | Help Center

What Is the Knowledge Base?

The knowledge base is the information your AI teammates reference when answering questions. Both Raya and Adam draw from it to provide accurate, on-brand responses. The better your knowledge base, the fewer escalations and the higher customer satisfaction. You can add knowledge through file uploads (PDFs, Word, text) or by crawling your website.

File Uploads

Upload documents directly to the knowledge base. Supported formats include PDF, DOCX, TXT, and CSV. Each file is processed and indexed so your AI teammates can search and retrieve relevant information during conversations.

1. Navigate to the Knowledge Base
   Open your teammate's module (Raya or Adam) and click "Knowledge Base" in the sidebar.

2. Upload files
   Click the upload button and select one or more files from your computer. Files are processed automatically — you will see a progress indicator while indexing is in progress.

3. Verify
   Once processed, test by asking your AI teammate a question related to the uploaded content in the Playground.

Website Crawling

Enter your website URL and Teammates.ai will crawl your pages and extract the content into the knowledge base. This is useful for FAQs, product pages, and documentation that already exists on your website. You can re-crawl at any time to pick up new content.

Knowledge Gaps

When your AI teammate encounters questions it cannot answer from the knowledge base, those questions are logged as knowledge gaps. Review the Knowledge Gaps section in your Workspace to identify missing topics and add the relevant content. Filling knowledge gaps directly reduces escalation rates.

Pro Tip

Check your knowledge gaps weekly. A single well-written document can eliminate dozens of escalations.

Best Practices

For the best results:

• Use clear, concise language — avoid internal jargon your customers would not understand.
• One topic per document — smaller, focused documents produce better retrieval than large, multi-topic files.
• Include FAQs — if customers ask the same questions, add them directly to the knowledge base.
• Keep content current — outdated information leads to incorrect answers. Update or remove old documents regularly.
• Test after changes — use the Playground to verify your AI teammate answers correctly after adding or updating knowledge.

Frequently Asked Questions

What file formats are supported?
PDF, DOCX, TXT, and CSV files are supported. Each file is automatically processed and indexed for retrieval.

Is there a file size limit?
Individual files should be under 50 MB. For larger documents, split them into smaller, topic-focused files for better results.