How to feed the Knowledge Center

The Knowledge Center is the information base the Smart Funnel agent checks during conversations. The more complete and well organized it is, the more the agent answers with real context instead of making things up. This guide shows how to add each type of content, how to structure it for the AI, and how to manage the base day to day.

Available on: All plans.

Who can do it: Admins.

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What the Knowledge Center is

It's a centralized information base that Smart Funnels check during conversations. When a lead asks a question, the agent searches the Knowledge Center and answers based on facts instead of improvising.

For example, the lead asks “What's the price of the Enterprise plan?”. The agent searches the Knowledge Center, finds the price table, and answers with the price and what's included.

The Knowledge Center is shared across all Smart Funnels: you fill it once and every agent gets access.

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What you need before you start

• Your company's documentation organized (policies, FAQs, pricing, processes)

• Links to the relevant content you want to index

• Product images, videos, or audio (optional)

• Clarity about what can be shared with the AI. If it's confidential, check first

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Content types

Processing status

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Add Markdown text

Editable text is ideal for content that changes often, such as FAQs, policies, and pricing.

1. In the Knowledge Center, click Add knowledge and select Write manually

2. Fill in the Name (e.g., “Integration FAQ”), which works as an identifier

3. Add a short Description of what the content covers (optional, but recommended)

4. Write the content in the editor

5. Click Create knowledge

Example of a well-structured FAQ in Markdown:

# Pricing FAQ

## Plans and prices
**What is the difference between Starter and Professional?**
- Starter: up to 1,000 contacts, 1 user
- Professional: up to 10,000 contacts, 3 users
- Enterprise: custom, talk to the sales team

**Is there a discount for annual payment?**
Yes, for those who pay 12 months in advance.

## Onboarding
**How long does setup take?**
3 to 5 days for SMB, 2 to 4 weeks for Enterprise.

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Add documents (PDF/DOCX)

Documents are great for static content, such as contracts, guides, and whitepapers.

1. Make sure the file is PDF or DOCX and is 50 MB or less

2. If it's a PDF, confirm it has selectable text, not just a scanned image

3. In the Knowledge Center, click Add knowledge and select PDF or DOCX

4. Select the file on your computer

5. Fill in the Name and Description

6. Click Upload and wait for the status to change to Ready (1 to 5 minutes)

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Add media (image, video, audio)

Adding media to the Knowledge Center lets the agent understand and reference that content, for example describing an image or using a video transcript to answer.

1. In the Knowledge Center, switch to the Media center tab

2. Click the Add media button

3. Select the file on your computer

4. Enter the file name and description

5. Click Upload

Processing long videos can take longer, up to about 10 minutes.

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Frequently asked questions