How to add knowledge sources for your AI Employee

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Navigate to Settings > AI Employee and open the Knowledge Base tab to upload documents, add website URLs, and enter custom text snippets.

    Who this article is for

    This article is for administrators and content managers responsible for training the AI Employee.

    Overview

    The AI Employee relies entirely on the knowledge sources you provide. It does not browse the live internet or guess answers. Providing clear, accurate, and comprehensive business information is the most critical step in ensuring high-quality AI responses.

    Before you begin

    • Gather your business documents and FAQs
    • Ensure website URLs are publicly accessible
    • Format complex information into simple Q&A pairs

    Step 1: Step 1: Access the Knowledge Base

    Navigate to Settings > AI Employee and click on the 'Knowledge Base' or 'Training' tab.

    Step 2: Step 2: Add Website URLs

    Input the exact URLs of your website pages that contain relevant information (e.g., Pricing, Services, About Us, FAQ). The AI will scrape these pages to build its knowledge. Note: The AI cannot scrape pages behind a login screen.

    Step 3: Step 3: Upload Documents

    Upload PDF or text documents containing company policies, product manuals, or detailed service descriptions. Ensure the text within these documents is selectable (not just image scans).

    Step 4: Step 4: Add Custom Text Snippets

    Use the custom text area to paste specific rules, current promotions, or internal guidelines that aren't available on your public website. This is ideal for temporary offers or specific handling instructions.

    Step 5: Step 5: Sync the Data

    After adding new sources, click the 'Sync' or 'Train AI' button. The system needs a few minutes to process and index the new information before the AI can use it.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Providing accurate knowledge improves answer quality, but it does not guarantee perfect responses in every scenario. Always test the AI after updating its knowledge sources.

    Important clarification

    Adding too much contradictory information (e.g., uploading an old pricing PDF alongside a new website URL) will confuse the AI. Always remove outdated sources when adding new ones.

    Resolution guidance

    Why isn't the AI using the information from the URL I provided?

    The URL might be blocking scrapers, or the page might rely heavily on JavaScript to render content. Try copying the text directly into a custom text snippet instead.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.