Knowledge Base

The Knowledge Base (KB) is a centralized repository of facts, FAQs, and policies specific to your workspace. It serves as the “source of truth” for Margaret (the chat assistant) and any connected ElevenLabs voice agents.

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Managing Entries

You can manage your knowledge base in Settings → AI → Knowledge Base. Each entry consists of:

• Title: A descriptive name for the fact (e.g., “Refund Policy”).
• Body: The actual content/text of the fact.
• Tags: Used for categorization. Common tags include kb for general knowledge and memory for facts saved by Margaret.

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Manual Creation

Admins can manually add, edit, or delete entries directly from the settings dashboard. This is the best way to seed the KB with existing documentation or FAQ lists.

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Workspace Memory

When you tell Margaret to “remember” something, she creates an entry in the knowledge base with the memory tag. This allows her to recall that information in future conversations.

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How it’s used

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Margaret (Chat)

When Margaret processes a request, she performs a semantic search against your KB. If a relevant match is found, the content is injected into her context window as a “grounding fact,” ensuring her responses are accurate to your business policies.

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ElevenLabs (Voice)

Switchbord can automatically push your knowledge base to an ElevenLabs conversational agent. This ensures that your voice agents have the same information as your chat assistants. See ElevenLabs KB Sync for setup instructions.

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Best Practices

• Be concise: Break down large documents into smaller, thematic entries (e.g., one entry per FAQ question).
• Use clear titles: Margaret uses titles to help weight the relevance of an entry during search.
• Keep it updated: Periodically review entries to ensure they reflect current business policies.
• Approval Gate: Remember that any changes Margaret proposes to the KB (via memory) require a human admin to click Approve before they are saved.