TAIBLES User Guide

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Section 2.2: Adding Knowledge to Your Agent ​

Your chatbot works—but it's giving generic answers. Let's teach it about YOUR business by uploading your FAQ, policies, and product information!

Why Knowledge Matters ​

Right now, your AI is like a friendly assistant who doesn't know anything about your company. It can have conversations, but it can't answer specific questions like:

  • "What's our refund policy?"
  • "Do we ship to Canada?"
  • "What ingredients are in product X?"

The solution: Give your AI a knowledge collection—a set of documents it can search before answering.

💡 What You'll Learn

By the end of this section, you'll have:

  • ✅ Created a knowledge collection
  • ✅ Uploaded your company documents into it
  • ✅ Added a "Search Knowledge" column to your table
  • ✅ Tested responses with YOUR information

Step 1: Create a Knowledge Collection ​

Knowledge lives in its own section, separate from your tables, so several tables and assistants can share the same documents.

Here's how:

  1. Click "Knowledge" in the sidebar
  2. Click "Create Collection"
  3. Give it a name like Company Knowledge and a short description
  4. Open the new collection

Create Collection

A set of documents your AI can search

Shared, not owned

A collection lives in the Knowledge section, so any table or agent can search it. Update a document once and everything that consults this collection gets the new answer.

💡 💡 Think of It Like This

A collection is a filing cabinet. Your tables and assistants don't own it—they consult it. Update a document once, and everything that searches this collection gets the new answer.

Step 2: Fill It With Your Information ​

Inside your collection, click "Add Documents". The menu gives you three ways to get information in:

Option 1: Upload Documents (Easiest) ​

Choose "Upload Documents" and drag in your files:

  • FAQ documents
  • Product guides
  • Policy documents
  • Support manuals

Manage Knowledge Base

Upload documents, add web pages, or type information

Drag and drop files here

or click to browse

Supported: PDF, Word (.docx), Text (.txt), Markdown (.md)

Uploaded Documents (3)

FAQ_2024.pdf

245 KB

Uploaded

Return_Policy.docx

89 KB

Uploaded

Product_Guide.pdf

1.2 MB

Uploaded

💡 Pro Tip

Start with your FAQ document! It's usually the best source for common customer questions and answers.

3 documents in knowledge base

Option 2: Scan Your Website ​

Choose "Scan Website" and give it a starting URL. TAIBLES crawls the site in the background and adds the pages as it processes them—you can keep working while it runs.

You control how deep it goes and how many pages it may read, so you can start with just your help centre rather than the whole site.

Great for: Public-facing content you already maintain on your website

Option 3: Ingest From HubSpot ​

If your content lives in HubSpot, choose "Ingest from HubSpot" to pull in blog posts and pages directly.

💡 ✨ Pro Tip

Start with your FAQ! It's usually the best source of customer questions and answers. Upload it first, then add other documents as needed.

Step 3: Add a Search Knowledge Column ​

Now let's have your table consult that collection before the AI answers.

Here's how:

  1. Go back to your Customer Conversations table
  2. Click "Add Column"
  3. Pick "Search Knowledge" from the "AI" category
  4. Configure it:
    • "Knowledge Collection" - Choose Company Knowledge
    • "Search Query" - Reference your question column, so each row searches for what that customer asked
    • "Result Count Limit" - 5 is a good starting point
  5. Under "Dependencies & Run Order", make it depend on your question column so it runs as soon as a question arrives
  6. Click "Save Column"

Manage Knowledge Base

Upload documents, add web pages, or type information

Drag and drop files here

or click to browse

Supported: PDF, Word (.docx), Text (.txt), Markdown (.md)

Uploaded Documents (3)

FAQ_2024.pdf

245 KB

Uploaded

Return_Policy.docx

89 KB

Uploaded

Product_Guide.pdf

1.2 MB

Uploaded

💡 Pro Tip

Start with your FAQ document! It's usually the best source for common customer questions and answers.

3 documents in knowledge base

What just happened? Every time a question arrives, this column searches your documents and puts the most relevant passages into the row—ready for the AI column to read.

Step 4: Let the AI Use What It Found ​

Your AI column needs to know that the search results exist.

  1. Open the menu on your AI Answer column header and choose "Configure column"
  2. Under "Dependencies & Run Order", add the "Search Knowledge" column, so the AI waits for the search to finish
  3. Update the "User Prompt" so it includes both the customer's question and the search results
  4. Adjust the "System Prompt" to tell the AI how to use them:
You are a helpful customer service assistant.
Answer using the provided knowledge excerpts.
If the excerpts don't cover the question, say so rather than guessing.
Always be clear and friendly.
  1. Click "Save Column"

Configure Column

AI Answer

This column waits until both of these have finished

Customer Question
Knowledge ResultsSearch Knowledge
How the AI should behave, for every row
What to ask about this specific row — reference the question and the knowledge results

Ready with knowledge ✨

Every row now searches your documents first, and the AI answers using what it found.

The order of events for every new question:

  1. The question arrives in the row
  2. "Search Knowledge" finds the most relevant passages from your documents
  3. The AI column reads the question and those passages
  4. It answers using your information

Step 5: Test with Specific Questions ​

Time to see the difference!

Here's how:

  1. Click "Add Row" in your table

  2. In the Customer Question column, type a question YOUR documents can answer:

    • If you uploaded an FAQ: "What's your return policy?"
    • If you added product info: "What ingredients are in [product name]?"
    • If you added shipping info: "Do you ship to [country]?"

  3. Press Enter and watch!

Customer Conversations

With knowledge search enabled

Knowledge Search: ON
Customer Question AI Answer Status
What's your return policy?
Our return policy allows returns within 30 days of purchase. Items must be in their original packaging and unused. To initiate a return, please contact our support team with your order number. Refunds are processed within 5-7 business days after we receive the returned item.

📚 Sources used:

  • •Return_Policy.pdf - Section 2.1
  • •FAQ_2024.pdf - Question 15
 Complete

🎉 Notice the Difference!

  • ✓The AI gave a specific answer based on YOUR return policy (30 days, original packaging, 5-7 day refund)
  • ✓The response cites which documents it used (Return_Policy.pdf, FAQ_2024.pdf)
  • ✓No generic answer—this is accurate, company-specific information!

What you'll see:

  • The "Search Knowledge" cell fills with the passages it found
  • The AI cell then answers using them
  • Click either cell to see exactly what was retrieved and what was written

💡 🎉 The Magic Moment

Your AI just answered a question using YOUR specific business information! It's no longer giving generic answers—it knows about your company.

And because you can see the search results in their own column, you can tell why it answered the way it did.

The Shortcut: Knowledge for Assistants ​

If you're building an assistant rather than a table, it's simpler: open the assistant, find the "Knowledge" card, and click "Add". Pick an existing collection or create one on the spot, and the assistant can search it from then on. No columns to wire up.

The same collections are available either way.

Managing Your Collection ​

Your knowledge isn't static—you can update it anytime from the "Knowledge" section:

  • Add more - "Add Documents" again, any time
  • Remove outdated material - Delete the document from the collection
  • Re-scan a website - Run the scan again to pick up changes

💡 ⚠️ Important

Updating documents changes future answers. Rows that already have an answer keep it—re-run those cells if you want them redone with the new information.

Best Practices for Knowledge ​

1. Keep It Organized ​

Name your documents clearly:

  • ✅ "Return Policy - Updated 2024"
  • ✅ "Product Catalog - Electronics"
  • ❌ "Document1.pdf"
  • ❌ "Untitled.docx"

2. Use Clear Language ​

Your documents should be:

  • Clear and concise
  • Well-formatted with headings
  • Free of jargon or abbreviations
  • Written for customer understanding

3. Keep It Updated ​

Set a reminder to:

  • Review the collection monthly
  • Update when policies change
  • Add new products/services immediately
  • Remove discontinued items

4. Test New Content ​

After adding documents:

  1. Ask test questions about the new information
  2. Check the "Search Knowledge" cell to confirm the right passage was found
  3. Adjust if needed

5. Don't Overload ​

Start with:

  • FAQ (most important!)
  • Key policies (return, shipping, privacy)
  • Top 5-10 products

Add more as needed.

Advanced Tips ​

Multiple Collections ​

Create separate collections for different purposes:

  • Product Info - Technical specifications, features
  • Policies - Returns, shipping, terms of service
  • Support Guides - Troubleshooting, how-tos

Then add more than one "Search Knowledge" column, each pointing at a different collection, and let the AI column read whichever ones matter.

If the AI keeps missing the right passage:

  • Raise the "Result Count Limit" so it sees more candidates
  • Sharpen the "Search Query"—search for the customer's question, not the whole conversation
  • Split very large documents into focused ones

Showing Sources ​

Because the retrieved passages live in their own column, you can include them in your reply, or ask the AI in the "System Prompt" to name the document it used:

"According to our Return Policy, you can return items within 30 days of purchase."

What's Next? ​

Your AI now has knowledge! But what if you want it to DO things, not just SAY things?

In the next section, you'll learn how to:

  • Give your AI tools (search contacts, send emails, create tickets)
  • Make your AI take actions based on conversations
  • Build multi-step workflows

Continue to Section: Giving Your Agent Tools →

Quick Troubleshooting ​

My AI isn't using the knowledge

  • Check that the AI column depends on the "Search Knowledge" column
  • Check that your prompt actually includes the search results
  • Make sure documents finished processing

The search finds nothing

  • Check that your documents contain the information
  • Check the "Search Query"—is it referencing the right column?
  • Try rephrasing the question

The answer is from old information

  • Update the document in your collection
  • Re-run the cells you want redone; old rows keep their old answers

Knowledge search is slow

  • Very large documents? Break them into smaller ones
  • Check that ingestion finished completely

🎉 Congratulations! ​

You just:

  • ✅ Created a knowledge collection and filled it with your documents
  • ✅ Added a "Search Knowledge" column that finds the right passage per row
  • ✅ Connected it to your AI column
  • ✅ Tested accurate, specific responses

Your AI agent is now significantly smarter! It knows about YOUR business and can answer questions accurately based on YOUR information.

This is huge! Most chatbots give generic, unhelpful answers. Yours now gives accurate, company-specific information automatically.

Ready to make your agent even more powerful? Let's give it tools in the next section!

Previous: Creating Your First Chatbot
Continue to Section: Giving Your Agent Tools →

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