Knowledge and Chat Widget

Knowledge gives your agents trusted information to answer from, such as FAQs, policies, and service details. The Chat Widget puts an agent on your website as a chat bubble. This guide covers both, for anyone preparing an agent for customers.

Before you begin

• Plan and tier: Knowledge may not be included on every sub-account tier. If a knowledge base is Paused, its subscription needs to be reactivated.
• Role: you need edit access to create knowledge bases, add sources, and change the widget.
• An agent: the widget is powered by an agent. Create one first. See Build and operate an AI agent.
• Content you're allowed to use: current FAQs, service descriptions, approved policies, and product guides. Leave out private folders, old exports, and anything with passwords or personal data.

Create a knowledge base

1. Open Chat & Voice → Knowledge.
2. Select New knowledge base.
3. Enter a Name and an optional Description (optional), then select Create.

Keep each knowledge base focused on one audience or topic, for example "Clinic FAQ for patients". Small and accurate beats big and messy.

Add sources

Open the knowledge base, then select Add source (or Upload documents / Add website from the list page).

1. In New Source, enter a Name that tells a teammate what it is, such as "Pricing FAQ – Sept 2026".
2. Choose a Source type:
   • Website – enter the Website URL or Start URLs (one per line). Set Crawl depth (0–10) to control how many links deep Spacebrain follows. Start low.
   • Documents – under Upload documents, add TXT, PDF, HTML, DOC, DOCX, EPUB, or MD files. You can drag files onto the box.
3. Select Create source. You'll see Source saved. Processing may continue in the background.

What you should see

Each source shows a status:

Select Refresh sources to update the list. If an upload fails partway, select Retry uploads. Files that already uploaded are skipped.

Keep knowledge accurate

• Remove outdated sources instead of adding a newer copy next to them. Conflicting sources confuse agents.
• Note who owns each source and when to review it. Keep that list somewhere your team can find it.
• Test with the words customers actually use, including misspellings and indirect questions.
• Tell the agent in its prompt to say it doesn't know when the knowledge doesn't cover a question.

Uploading a document doesn't prove the agent will find the right answer. Always test.

Connect knowledge to an agent

1. Open Chat & Voice → Agents and select your agent.
2. Open the Knowledge tab and choose the knowledge bases this agent may use.
3. Save, then retest the questions that depend on it.

If you attach more than one, check for different versions of the same policy.

Add the Chat Widget to your website

Open Chat & Voice → Chat Widget. The page lists each Agent and whether its Widget is Live or Off.

1. Select Set up (or Configure if it's already on) next to the agent. This opens the agent's Widget tab.
2. Turn the widget on. The switch shows Widget enabled.
3. Choose a Theme: Midnight, Light, Ocean, Sunset, Forest, or Custom. With Custom, you can change Accent, Bubble, Panel BG, and Panel text.
4. Under Identity, add an Avatar image, a Greeting (above the title), and a Bubble icon.
5. Under Copy & Layout, set the Title, Subtitle, Footer text, and Position (Bottom right or Bottom left).
6. Under Channels, choose which options visitors see, such as the Voice tile, Chat tile, or Callback form.
7. Optionally, under Help, turn on Let visitors search your help and add Common questions (one per line). You can also select Generate to write Questions & answers from the agent's knowledge base.
8. Select Save Widget Settings.
9. Under Embed Snippet, select Copy. You can also select Copy embed on the Chat Widget list.
10. Paste the snippet into your website's HTML, or wherever your site builder lets you add custom code.

Test before you go live

• Try it on a test or hidden page first.
• Check it loads without slowing the page, and that it opens and closes properly.
• Try it on a phone, with a keyboard, and in a private browser window.
• Confirm it uses the right agent, and that a visitor can reach a person when needed.
• Add a privacy notice if your site needs one, and don't show the widget on pages where it doesn't belong.

If something goes wrong

FAQ

How often is website content updated?

Don't assume changes to your site show up automatically. After you update your site, test the answers that depend on it. If they're out of date, edit the source or add it again.

Can I use one knowledge base for several agents?

Yes. Attach it on each agent's Knowledge tab.

Does the widget work on any website?

It works on most sites that let you add custom code. Some site builders need the snippet in a specific settings area.

Related guides

See Knowledge Hub for workspace-wide knowledge, and Calendar and Meeting notes for booked calls.

Next step

Let your agent book appointments or send texts: Calendar booking and in-call SMS actions.