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Knowledge Base

The Knowledge Base is the information repository that powers your agents. It contains the facts, policies, and content that agents reference during conversations to provide accurate, helpful responses.

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How It Works

When a user asks a question, the agent:
  1. Analyzes the user’s intent
  2. Searches the Knowledge Base for relevant information
  3. Synthesizes a response using retrieved content
  4. Delivers the answer in the agent’s voice and style
User: "What are your office hours?"
         ↓
Agent searches Knowledge Base
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Finds: "Office hours: Mon-Fri 9am-5pm, Sat 10am-2pm"
         ↓
Agent: "We're open Monday through Friday from 9 to 5, 
        and Saturdays from 10am to 2pm."

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Content Types

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FAQs

Structured question-and-answer pairs: 
{
  "question": "Do you accept walk-ins?",
  "answer": "Yes, we accept walk-ins but appointments are recommended to minimize wait times."
}

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Documents

Unstructured text content like policies, guides, or descriptions:
  • PDF documents
  • Word files
  • Plain text
  • Markdown

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Structured Data

Tabular information for specific lookups:
ServiceDurationPrice
Consultation30 min$100
Follow-up15 min$50
Procedure A60 min$500

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Website Content

Import content directly from your website: 
Source URL: https://yoursite.com/services
Crawl Depth: 2
Update Frequency: Weekly

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Adding Content

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Manual Entry

1

Navigate to Knowledge Base

Open your Crew and select the Knowledge Base tab
2

Add Entry

Click Add Entry and select FAQ, Document, or Data
3

Enter Content

Fill in the content with clear, accurate information
4

Categorize

Tag entries with categories for organization

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Bulk Import

Upload multiple entries via CSV: 
category,question,answer
Hours,What time do you open?,We open at 9am Monday through Friday
Hours,Are you open weekends?,Yes we are open Saturday from 10am to 2pm
Pricing,How much is a consultation?,Initial consultations are $100

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API Upload

curl -X POST https://api.usecrew.ai/v1/knowledge-base \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "crew_id": "crew_12345",
    "entries": [
      {
        "type": "faq",
        "question": "What insurance do you accept?",
        "answer": "We accept most major insurance providers including Blue Cross, Aetna, and United."
      }
    ]
  }'

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Organization

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Categories

Group related content for easier management:
  • General — Business hours, location, contact info
  • Services — What you offer and how it works
  • Pricing — Costs, payment options, insurance
  • Policies — Cancellation, returns, privacy

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Priority

Set priority levels to control which content takes precedence:
PriorityUse Case
HighCritical info that must be accurate (hours, pricing)
NormalStandard FAQs and content
LowSupplementary information

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Versions

Track changes to knowledge base entries over time: 
Entry: "Office Hours"
├── v3 (current): Mon-Fri 9-5, Sat 10-2
├── v2: Mon-Fri 9-5
└── v1: Mon-Fri 8-4

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Best Practices

Agents speak responses aloud. Write naturally:
  • ❌ “Hours: M-F 9-5”
  • ✓ “We’re open Monday through Friday, 9am to 5pm”
Vague answers lead to bad experiences:
  • ❌ “Prices vary”
  • ✓ “Consultations are 100,follow−upsare100, follow-ups are 50”
Stale information erodes trust. Schedule regular reviews.
Ask your agent the questions customers actually ask.

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Knowledge Base Limits

PlanEntriesDocumentsStorage
Starter10010100 MB
Professional1,0001001 GB
EnterpriseUnlimitedUnlimitedCustom

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Troubleshooting

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Agent gives wrong answers

  1. Check if the correct information exists in the Knowledge Base
  2. Verify the entry is in the right category
  3. Test the specific question in the playground
  4. Adjust entry wording to match how users ask

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Agent says “I don’t know”

  1. The information may not exist—add it
  2. The question phrasing may not match—add variations
  3. Priority may be too low—increase it

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Next Steps