# Knowledge hub

> Add documents and websites so AI Copilot, voice and chat agents, and Orbit answer from your own approved information, then test the answers.

Canonical: https://help.spacebrain.ai/platform/knowledge-hub/
Last modified: 2026-09-25T00:00:00.000Z

Knowledge is the approved information your AI uses to answer questions: price lists, service descriptions, policies, FAQs and your website. When you add it to a knowledge base, your AI can look things up instead of guessing. This guide is for anyone who sets up AI Copilot, voice or chat agents.

## Before you begin [#before-you-begin]

* **Role:** you need permission to edit the module you're working in.
* **Prepare your sources:** use current, approved documents. Remove passwords, private customer details and anything customers shouldn't hear.
* **Supported files:** PDF, DOCX, TXT, HTML, Markdown and more. Each area lists the exact types it accepts.
* **Websites:** the pages must be public, without a login.

## Two places to manage knowledge [#two-places-to-manage-knowledge]

Spacebrain has two knowledge areas. Both are called **Knowledge** in the sidebar.

| Where                        | What it's for                                                                                                                                              |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **AI Copilot → Knowledge**   | Knowledge bases that give Copilot and your agents trusted context. It also has the **Pages & procedures** tab for [Orbit memory](/platform/orbit-memory/). |
| **Chat & Voice → Knowledge** | Trusted documents and websites your agents use during conversations.                                                                                       |

Adding a source in one place doesn't automatically make it available to every assistant. Always check which knowledge bases an agent actually uses on its **Knowledge** tab, and test it.

## Add knowledge for AI Copilot [#add-knowledge-for-ai-copilot]

1. Open **AI Copilot → Knowledge**. Make sure the **Source documents** tab is selected.
2. Select **Create Knowledge Base**. Give it a clear name, such as "Pricing and plans 2026". The default chunking settings suit most documents. Only change them if you know you need to.
3. Open the knowledge base. On the **Documents** tab, select **Upload Document**.
4. In **Add Document**, choose **Upload File** (PDF, DOCX, XLSX, PPTX, HTML, Markdown or TXT) or **Add Text** to paste text. Select **Upload** or **Add Document**.
5. To add a website, select **Crawl Website**, enter the **Website URL**, set **Max Depth** and **Max Pages**, and select **Start Crawl**.

**What you should see:** each document shows a status. It moves from pending or processing to **ready**. A crawl shows on the **Website Crawls** tab, moving through **Queued**, **Crawling** and **Processing** to **Completed**. That tab updates by itself every 30 seconds.

The **Sales use** column shows whether a document is approved for customer use, such as **Customer approved**, **Internal guidance** or **Needs review**.

### Test the answers [#test-the-answers]

1. In the knowledge base list, select **Test RAG** on a row.
2. Type a question whose answer is in your documents and select **Search**.
3. Check the **Knowledge Base Results**. They should quote the right document.

To test a full Copilot reply rather than a search, use **AI Copilot → Test AI**. See [AI Copilot](/account/ai-copilot/#preview-and-test-before-auto).

## Add knowledge for voice and chat agents [#add-knowledge-for-voice-and-chat-agents]

1. Open **Chat & Voice → Knowledge** and select **New knowledge base**. Enter a **Name** and select **Create**.
2. Under **Add sources**, select **Upload documents** or **Add website**.
3. For a website, enter the **Website URL** and choose a **Crawl depth**. 0 reads only that page. Higher numbers follow more links.
4. For documents, upload TXT, PDF, HTML, DOC, DOCX, EPUB or MD files, or drop them onto the page.
5. Select **Create source**.

**What you should see:** **Source saved. Processing may continue in the background.** Each source shows **Processing** and then **Ready**. If it shows **Needs attention**, processing failed. Select **Refresh sources** to update the list.

### Connect knowledge to an agent [#connect-knowledge-to-an-agent]

1. Open the agent in **Chat & Voice → Agents**.
2. Open its **Knowledge** tab.
3. Under **Knowledge Bases (Optional)**, tick the knowledge bases the agent should use from **Available Knowledge Bases**.
4. Save the agent, then test it with a question from your documents.

**What you should see:** a summary of how many knowledge bases are selected and a note that the agent can look them up during calls. If the list says **No knowledge bases available**, create one first. For a full walkthrough, see [build and test an agent](/examples/agent-build-and-test/).

## Keep answers current [#keep-answers-current]

* Update sources when prices, services, policies or opening hours change.
* Upload the new version and wait until it's ready before you delete the old one.
* Use names that show which version is current, such as "Returns policy – Sept 2026".
* A knowledge base shows **Paused** if the subscription lapses. Select **Manage subscription** to reactivate it.

### Worked example: update your price list [#worked-example-update-your-price-list]

1. Open the knowledge base with your prices.
2. Upload "Price list – Oct 2026" and wait until it's ready.
3. Test it: ask "How much is the monthly plan?" and check the answer uses the new price.
4. Delete "Price list – Sept 2026".
5. Ask the same question again to confirm the old price is gone.

## If something goes wrong [#if-something-goes-wrong]

| What you see                     | What to do                                                                                             |
| -------------------------------- | ------------------------------------------------------------------------------------------------------ |
| A source stays in processing     | Wait a few minutes, then refresh. Don't upload the same file again, or you'll get duplicates.          |
| **Needs attention** or **error** | Check the file isn't password protected or empty, then upload it again.                                |
| Website pages are missing        | Check the pages are public, and increase the crawl depth or page limit.                                |
| The agent can't answer           | Check the right knowledge base is ticked for that agent and that the answer is really in the document. |
| Answers disagree                 | Look for two documents saying different things. Remove the outdated one.                               |

## FAQ [#faq]

### Which knowledge area should I use? [#which-knowledge-area-should-i-use]

Start from the module you're setting up: **Chat & Voice → Knowledge** when you're working on agents, and **AI Copilot → Knowledge** for Copilot and [Orbit memory](/platform/orbit-memory/). Then open the agent's **Knowledge** tab to confirm which knowledge bases it can use, and test it with a real question.

### Does the AI read the whole document? [#does-the-ai-read-the-whole-document]

It searches your documents and uses the parts that best match the question. Clear headings and one topic per document help it find the right part.

### Can customers see my documents? [#can-customers-see-my-documents]

Customers can't browse your knowledge bases, but the AI may quote from them in its answers. Only add information you're happy for customers to hear.

## Next step [#next-step]

Set up your [website chat widget](/chat-and-voice/knowledge-and-chat-widget/) or [build and test an agent](/examples/agent-build-and-test/).