Knowledge hub

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

• 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

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

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

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

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.

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

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.

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

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

FAQ

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. 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?

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?

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

Set up your website chat widget or build and test an agent.