Knowledge Base Setup

The Knowledge Base lets you upload documents that ground your AI chatbot and Weave assistant in your business's specific information — product details, FAQs, policies, pricing.

What it does

When a customer asks your AI chatbot a question, it searches your Knowledge Base first and answers using your content instead of generic AI responses.

Supported file types

Type	Max size	Notes
PDF	10 MB	Text-based PDFs only (not scanned images)
TXT	5 MB	Plain text
DOCX	10 MB	Microsoft Word
MD	5 MB	Markdown
CSV	5 MB	Tabular data (FAQ format works best)

Setup steps

1. Navigate: Sidebar → Knowledge Base (BookOpen icon)
2. Upload documents: Click "+ Upload" → select files → wait for processing
3. Processing: Spun chunks your documents into searchable segments (takes 10-60 seconds per file)
4. Verify: Ask Weave a question that your document should answer — confirm it pulls from your content
5. Connect to chatbot: In Auto-Replies → AI response nodes automatically use the Knowledge Base

Best practices for good AI answers

Structure your content well

• Use clear headings — helps the AI find relevant sections
• FAQ format works best — Q: [question] A: [answer]
• Keep answers concise — 1-3 paragraphs per topic
• Include variations — "What's the price?" / "How much does it cost?" / "Pricing"

What to upload

• ✅ Product FAQs
• ✅ Pricing tables
• ✅ Return/refund policies
• ✅ Service descriptions
• ✅ How-to guides
• ✅ Contact information and hours

What NOT to upload

• ❌ Internal-only documents (the AI might share them with customers)
• ❌ Entire legal contracts (too long, AI won't navigate well)
• ❌ Image-heavy PDFs (text extraction misses visual content)
• ❌ Duplicate content (confuses ranking)

How the AI uses it

1. Customer sends a message matching your chatbot trigger.
2. AI embeds the question as a vector search query.
3. Top 3-5 matching chunks are retrieved from your Knowledge Base.
4. AI generates a response grounded in those chunks.
5. If confidence is low, the AI can say "I'm not sure, let me connect you with a human."

Organization-level vs global

• Your KB — only available to your organization's chatbot
• Global Spun KB — Weave assistant uses Spun's feature knowledge (separate from your uploads)

Monitoring

• Sidebar → Knowledge Base → Activity — see which documents are being cited
• Settings → AI Logs — audit trail of all AI responses and their sources

Common issues

"The AI gives wrong answers" → Your document probably has contradicting info. Remove duplicates and consolidate.

"The AI says 'I don't know' even though I uploaded the answer" → Check that your document was processed (green checkmark). Try rephrasing the content to match how customers would ask.

"Can customers see my raw documents?" → No — the AI generates responses based on your docs, it doesn't share the documents directly.

Related

• AI Chatbot — feature reference
• Auto-Replies — trigger configuration
• Automations & Bots — full automation guide