What is the Knowledge Hub?
The Knowledge Hub is your AI's memory. Every time a customer asks a question, your AI searches the Knowledge Hub to find relevant information before responding. The better your Knowledge Hub, the better your AI performs.
Example: Customer asks "What's your return policy?" → AI searches Knowledge Hub for return policy info → AI provides accurate answer
Three Ways to Feed Information to Your AI
You can add knowledge through three source types, each with different strengths:
1. Custom Answers (Most Precise)
Custom Answers give you complete control over specific questions. Use these when precision matters.
When to use:
You need a very specific response to a common question
The AI needs to share links or files with customers
The AI isn't answering correctly on a particular topic
How to add:
Konvo AI → Knowledge Hub → Add New Source → Custom Answer
Add the question or intent (e.g., "Customer asks about shipping to Alaska")
Write instructions for the AI
Writing instructions (critical):
❌ Don't write: "Answer: 'We ship to Alaska for $15'"
✅ Do write: "Explain to the customer that we ship to Alaska. Shipping takes 7-10 business days and costs $15."
Why? The AI should understand instructions and respond naturally, not copy exact quotes.
You can include URLs in instructions:
"Explain to the customer that we ship to Alaska. Shipping takes 7-10 business days and costs $15. Share this tracking guide: https://yourstore.com/shipping-guide"
Optional: Attach files (for the AI to share, not read)
Click Add Files to upload documents
These files will only be shared when you instruct the AI to
Reference files in instructions using "/" (e.g., "share /oily-skin-guide")
If you want the AI to read and learn from files, use Documents instead
(Optional) Click Evaluate with AI to check quality
Save and Publish
Best for: Return policies, shipping specifics, product care instructions, troubleshooting steps, promotional campaigns
2. Documents (PDFs & Word Files)
Upload documents for the AI to read and learn from.
When to use:
Internal SOPs or brand guidelines
Product manuals and specifications
Size guides and charts
Legal policies (terms, privacy)
Detailed product information
How to add:
Konvo AI → Knowledge Hub → Add New Source → Documents
Upload your PDF or Word file
Wait for processing
The AI extracts text content (images are ignored)
Important:
Only text is read (images inside documents are ignored)
To update: download → edit → re-upload → wait for processing
Best for: Product catalogs, brand guidelines, detailed technical specifications, comprehensive policy documents
3. Website URL (Fastest Setup)
Connect your website and the AI automatically crawls and learns from your web content. This is the fastest way to give your AI context.
When to use:
Initial AI setup (fastest way to add context)
Product pages, FAQs, general policies
Company information and about pages
How to add:
Konvo AI → Knowledge Hub → Add New Source → Website
Enter your main URL
Choose crawling options:
All links: Crawl entire website
Only individual link: Just that specific page
Only the following paths: Specific paths (e.g., /products/, /support/)
All links, excluding paths: Entire site except specific paths (e.g., exclude /blog/)
Wait for crawl to complete
Review the list of crawled pages to verify
Re-syncing your website:
Your website content changes over time. Keep your AI updated:
Automatic: AI re-syncs every 7 days
Manual: Click three dots next to URL → Re-sync
Always re-sync after making changes to your website.
Best for: General company information, product descriptions, FAQ pages, shipping/return policy pages
Watch out for:
Outdated information if you forget to re-sync
Unwanted content being crawled (old blog posts with incorrect info)
Email addresses or contact info you don't want the AI to share
Managing Your Knowledge Sources
Toggle Sources On/Off
Activate or deactivate any source without deleting it:
ON: AI uses this information
OFF: AI ignores this information
When to use:
Temporary promotions or seasonal sales
Testing new information before full deployment
Pausing outdated content while you update it
Example: Black Friday sale with special discount codes. Create Custom Answer, turn ON during sale, turn OFF when sale ends.
For time-sensitive content: Include exact dates in instructions (e.g., "This promotion runs from November 24-27, 2024"). The AI has time awareness and knows when information expires.
Additional Actions
Each source has a menu with additional options:
Delete sources
Re-sync website URLs
Search Function
Use the search bar to find specific knowledge sources quickly.
Important: Search only looks at source titles, not content inside documents or URLs.
Example: Searching "return" finds a source titled "Return Policy" but won't find a document containing the word "return" unless "return" is in its title.
Managing Website Crawled Pages
When you click on a website URL source, you'll see:
Preview: Overview of the main URL
List of Children: All individual pages that were crawled
For each child page, you can:
Toggle ON/OFF individually (control which specific pages the AI references)
Re-sync individually (update just that page without re-crawling entire site)
Getting Started: Building Your Knowledge Hub
Step 1: Add your website URL
Include your main site
Important: Also add FAQ and policy pages as separate individual URLs (if the AI encounters a crawl blockage, it might miss important pages)
Example: Add main site with "All links", then separately add FAQ page and Return Policy page as "Only individual link"
Step 2: Test and identify gaps
Have conversations with your AI
Note where it doesn't have the right information
Step 3: Fill gaps with Custom Answers
Add Custom Answers for questions the AI struggled with
Fine-tune responses until accurate
Step 4: Add documents for complex topics
Upload product manuals, detailed guides, or internal SOPs
Provides depth for complex topics
Which Source to Use When
Need | Best Source | Why |
Quick setup & general context | Website | Fastest way to feed information |
Specific FAQ responses | Custom Answers | Most precise control |
Detailed product specs | Documents | Comprehensive text content |
Temporary promotions | Custom Answers (with toggle) | Easy to turn on/off |
Complex troubleshooting | Custom Answers | Step-by-step instructions |
Writing Good Custom Answer Instructions
✅ Do:
Use "Explain to the customer that..."
Use "Inform the customer about..."
Provide clear, direct instructions
Include specific details (dates, prices, timeframes)
❌ Don't:
Use "Answer: '[exact text]'"
Use "Say: '[exact text]'"
Force the AI to copy exact quotes
Example:
❌ Bad instruction:
"Answer: 'We offer free shipping on orders over $50. Standard shipping takes 3-5 business days.'"
✅ Good instruction:
"Explain to the customer that we offer free shipping on orders over $50. Standard shipping takes 3-5 business days. If they ask about expedited options, mention our express shipping (1-2 days) for $15."
Keeping Information Updated
Website sources: Re-sync after any website changes
Documents: Re-upload updated versions when information changes
Custom Answers: Edit directly in the platform (easiest to maintain)
Recommendation: Use Custom Answers for information that changes frequently. Much faster to update than documents or websites.
Time-Sensitive Information
For promotions, sales, or limited-time offers, always include exact dates in instructions.
Example:
"We're running a holiday sale from December 1-15, 2024. During this period, customers get 20% off all orders with code HOLIDAY20. After December 15, this promotion is no longer valid."
The AI has time awareness and will know when information expires.
How Your AI Uses the Knowledge Hub
Semantic Search (Not Just Keywords)
Your AI understands customer intent, not just exact words.
Example:
Customer asks: "Can I send this back if it doesn't fit?"
AI understands this is about returns/exchanges
AI searches Knowledge Hub for return policy information
AI responds based on that information
The AI matches meaning, not just words.
Knowledge Hub vs. Processes
If you're wondering when to put something in the Knowledge Hub vs. creating a Process (covered in article 2.4), the distinction is straightforward.
The Knowledge Hub is for information: things your AI looks up when customers ask questions. Processes are for actions: step-by-step workflows your AI follows to do something.
Example:
Knowledge Hub: Customer asks "What's your return policy?" → AI searches Knowledge Hub and explains the policy
Process: Customer says "I want to return my order" → AI triggers return process, gathers order info, checks eligibility, generates label
Troubleshooting
AI isn't providing correct information:
→ Add or update a Custom Answer with precise instructions
AI references outdated website content:
→ Re-sync your website URL source
AI can't find information you know exists:
→ Check if the source is toggled ON
→ Verify the information is text-based (not just images)
→ Consider creating a Custom Answer for that specific topic
AI shares unwanted contact information:
→ Check your website crawl for footer content or policy pages with email addresses
→ Exclude those paths or turn off those specific child pages
What to Explore Next
→ 2.2 AI Persona