AI Knowledge is everything your agents know beyond the flow itself. Open Flow Agents → AI Knowledge Hub — the more your AI knows, the better it replies. The hub is organised into tiles:
- FAQ — questions your AI answers instantly.
- Product — your catalogue and prices, for product enquiries and recommendations (guide).
- Promo — current offers your AI can share.
- Calendar — appointment scheduling your AI can book (guide).
- Tone & persona — how your AI sounds and behaves.
- Topics to avoid — things your AI must never discuss.
Watch the walkthrough
Working with FAQ entries
- Add Entry — create question-and-answer pairs.
- Import → From text / From Word — paste content or upload a Word document, and AI turns it into entries for you. Generated entries wait under the Pending tab so you can approve them before the agent uses them.
- Import → From CSV — upload a spreadsheet (CSV or Excel) and choose how to handle it: import the rows exactly as written, or let AI write FAQs from the content.
Reviewing pending drafts
Entries the AI drafts for you — from a document, a spreadsheet or your own conversations — wait under the Pending tab until you approve them. Each card shows the draft’s question and answer and, for drafts taken from a conversation, the customer message and agent reply it came from.
When a draft asks something your FAQs already cover, the card says so:
- Already in your FAQs lists the approved entries that ask the same question. Click Merge to open that entry for editing with the draft shown beside it. Use draft answer copies the draft’s wording into the answer if it reads better; saving keeps one FAQ and removes the draft.
- Also pending review lists the other drafts asking the same question. Click Keep this, discard N to remove those copies and keep the draft in front of you — you confirm the list first.
Approve puts a draft straight into your FAQs; Delete drops it. Select several drafts with the checkboxes to approve or delete them together. Questions your FAQs already answer are not drafted again, so the list stays short over time.
Importing a ready-made FAQ spreadsheet
If your file already has question and answer columns, choose Import rows as FAQs — every row is imported exactly as you wrote it, even for files with hundreds of entries.
- Upload the file. Columns are matched to Question, Answer and Category automatically — adjust the matching if needed. A category column fills each entry’s Categories.
- Review the preview: how many entries will be added or updated, plus any rows that can’t be imported (for example a duplicated question or a missing answer).
- Apply changes — the import runs in the background and you’re notified when it’s done. Imported entries are approved and ready for your agent straight away.
Re-uploading a file later updates the entries whose question matches and adds the new ones — it never removes existing FAQs.
Organise entries with categories
Give FAQ and Promo entries one or more Categories (e.g. Delivery, Pricing) when you create or edit them — type a new category or pick an existing one, and filter the list by category as your library grows. Entries without a category count as general knowledge.
Categories become powerful in the flow designer: a flow step can restrict the agent to answering only from the categories you choose — see Building the conversation flow.
Your knowledge powers two things: FAQ answering (the agent can answer a knowledge question at any point in a conversation, then return to the flow) and knowledge query steps you place in the flow yourself. When a customer asks several questions in one message, the agent answers each of them — in the order they were asked — before carrying on.
Entries work in any language — the agent answers in the customer’s language even if the entry was written in another.
Note: an OpenAI API key (added under Settings → Integrations → AI Providers) is required for the AI to search and use these entries.