Knowledge Base

Overview

The Knowledge Base is the foundation of accurate responses. When a customer asks a question, Ensoras searches your knowledge base for relevant content and uses it to craft an informed answer.

Navigate to Automation > Knowledge Base in your project sidebar.

Adding Knowledge

Click New Knowledge Item to add content. You can add knowledge in three ways:

Text Content

Write or paste content directly:

1. Set the Content Type to Text
2. Enter a descriptive Title (e.g., "Return Policy" or "Shipping FAQ")
3. Type or paste your content in the text area
4. Click Create

Best for: FAQ entries, policy documents, quick reference information.

File Upload

Upload documents for Ensoras to extract and index:

1. Set the Content Type to File
2. Enter a descriptive Title
3. Upload your file (PDF, TXT, or Markdown, up to 10MB)
4. Click Create

The content is automatically extracted from the file and split into searchable chunks.

Best for: Existing documentation, product manuals, policy PDFs.

Web Page URL

Point Ensoras to a web page and it will scrape the content:

1. Set the Content Type to URL
2. Enter a descriptive Title
3. Paste the full webpage URL
4. Click Create

Ensoras fetches the page content and indexes it automatically.

Best for: Existing help center articles, product pages, published documentation.

Managing Knowledge Items

The Knowledge Base Table

The Knowledge Base page shows all your items in a table with:

You can filter items by type (File, Text, URL) and by active/inactive status.

Enable and Disable Items

Toggle items on or off without deleting them. Disabled items are not included in searches but their content is preserved. This is useful when:

• You want to temporarily remove outdated information
• You are testing whether certain knowledge improves or hurts responses
• You have seasonal content that is only relevant at certain times

Update Content

• Text items: Edit the content directly
• File items: Upload a new version of the file
• URL items: Re-scrape the page to get updated content

Delete Items

Remove items permanently when they are no longer needed.

How Ensoras Uses Knowledge

When a customer sends a message, Ensoras can search your knowledge base using the Knowledge Base Search tool (attached to workflows). Here is what happens:

1. The customer's message is analyzed for key topics and questions
2. Ensoras searches your knowledge base using semantic matching
3. The most relevant chunks are retrieved
4. Ensoras uses those chunks to craft an accurate response

The response is grounded in your actual documentation, not made up. If Ensoras cannot find relevant knowledge, it will say so rather than guess.

What to Add First

Start with the content that will have the biggest impact:

1. FAQ - Your most frequently asked questions and answers
2. Return and Refund Policy - One of the most common support topics
3. Shipping Information - Delivery times, costs, tracking instructions
4. Product Information - Specs, features, compatibility details
5. Troubleshooting Guides - Common issues and solutions

Best Practices

Use Clear Titles - Name items descriptively so you can find them later. "Return Policy - US Customers" is better than "Policy Document 3."

Keep It Current - Update knowledge items when your policies or products change. Outdated knowledge leads to incorrect responses.

Be Comprehensive - The more relevant content you add, the better Ensoras can answer questions. Cover all the topics your customers commonly ask about.

Test Coverage - After adding knowledge, test by asking Ensoras common customer questions. If it cannot answer something well, add more content on that topic.

Avoid Duplication - Do not add the same information in multiple items. This can confuse the search and lead to inconsistent answers.

One Topic Per Item - Group related content together but keep each item focused on a single topic. "Shipping FAQ" and "Return Policy" should be separate items.

Next, learn how to automate support with Workflows.