Knowledge Base

The knowledge base is where you teach Resool's AI about your business. You add articles you write, pages from your website and documents such as PDFs and Word files; Resool reads and indexes them, and your AI Agents and AI Assist answer from this content and cite it. Your published articles can also appear in your website chat, where visitors can browse them and search for answers. Keep it up to date and the AI gives accurate, consistent answers in Arabic and English.

#Before you begin

#How to open the knowledge base

Click Content in the left menu, then Knowledge base. You see every source with its type, status and number of sections. Use the filter to show All, Articles, Web pages or Files.

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Content › Knowledge base

The knowledge base list with an article, a web page and a PDF file; their statuses (Ready, Indexing, Needs re-index) and section counts; the filter set to All; the Add button; and the "Try a question" card.

File: screenshots/knowledge-base-list.png

#How to add knowledge

Click Add and choose one of the options:

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Content › Knowledge base › Add

The "Add to the knowledge base" menu with Write an article, Add a web page, Upload files and Record a video, each with its short description.

File: screenshots/knowledge-base-add-menu.png

#Write an article

1. Choose Write an article.
2. Enter a Title and the Content. Plain text or Markdown both work.
3. Use headings (for example # Shipping, # Returns) to split topics. The AI cites these sections, so short, focused sections give better answers.
4. Click Publish.

#Add a web page

1. Choose Add a web page.
2. Paste a public page from your website into Page address, for example your FAQ or shipping policy.
3. Click Add. Resool reads the page and keeps a copy of its text.

The page must be public. Private or internal addresses, pages that return an error and pages that redirect too many times can't be added.

#Upload files

Choose Upload files and pick a PDF, Word (.docx), text, Markdown, CSV or HTML file up to 10 MB. Resool extracts the text from it.

#Record a video

Record a video opens Screen Recordings so you can explain something on screen and share the link.

#How indexing works

After you add or change a source, Resool indexes it in the background. The status shows where it is:

Click View on a source to see Text the AI reads: exactly what was extracted, and when it was last indexed. Click Re-index to read a web page again after you update it on your website.

#How to check what the AI would use

Use the Try a question card on the knowledge base page. Type a question your customers ask, for example "How long does delivery take?". Resool shows the sections it would use to answer. If nothing relevant is found, add an article that answers it.

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Content › Knowledge base › Try a question

The Try a question card with "How long does delivery take?" typed and two matching sections shown with their source titles and headings.

File: screenshots/knowledge-base-try.png

#Where the knowledge base is used

• AI Agents answer from every source, or only the sources you pick for each agent with Manage. See AI Agents.
• AI Assist writes suggested replies for your team from these sources. See AI Assist.
• Website chat can show your articles to visitors and let them search with Search AI, when turned on in the channel's settings. See Website Chat Appearance and Behavior.

#Notes and limitations

• Files up to 10 MB: PDF, Word (.docx), text, Markdown, CSV and HTML.
• Web pages must be public and reachable.
• Deleting a source stops the AI from using it right away.

#FAQ and troubleshooting

#My web page shows Failed.

What you can do:

• Open the page in a private browser window to check it's public and loads without signing in.
• Make sure the page has readable text (not only images).
• Try again with Re-index, or copy the text into an article instead.

#I updated my website but the AI still gives the old answer.

Click Re-index on that web page so Resool reads the new version.

#How should I organise articles?

One topic per article, with clear headings for each question or policy. Short sections help the AI find and cite the right answer.

#Does the AI use anything outside the knowledge base?

AI Agents answer from your knowledge sources and their instructions, and hand off when the answer isn't there. AI Assist can be allowed to use general knowledge with Reply outside the added knowledge source.

#What's next?

• AI Agents
• AI Assist
• AI Agent Hand-off and Testing