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A knowledge base gives an assistant approved information about your products, policies, opening hours, prices, and other business topics. When a caller asks a related question, the assistant can use the most relevant parts of your content instead of guessing.

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How it works

Everything you add is split into short passages and indexed. During a conversation, the caller’s question is matched against that index, and only the best-matching passages are handed to the assistant as background for its answer — not the whole document, and not the whole knowledge base. That has one practical consequence: the assistant only ever sees the passages that matched. If the answer to a question is spread across three documents, or the condition that qualifies it sits in a different section than the fact itself, the retrieved passage may be true but incomplete. Writing each topic as a self-contained section is what makes retrieval reliable — see below.

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Create and connect a knowledge base

1

Create

Open Knowledge bases → New, enter a name, and add a short description of the content.
2

Add content

Upload PDF, DOCX, HTML, or text files. You can also add text, document URLs, or a website source.
3

Wait until content is ready

Each item shows its status. If an item cannot be processed, open it to see what needs to be changed.
4

Test

Use RAG Search to ask real customer questions and preview the passages an assistant would find. Improve any document that comes back unclear or contradictory.
5

Connect an assistant

Select the knowledge base in the assistant editor. No prompt change is required.

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Write content that answers well

  • Use a clear heading for each topic.
  • Keep the facts and conditions needed for an answer in the same section.
  • Put important numbers in text, not only in complex tables.
  • Remove outdated or contradictory copies.
  • Prefer one subject per document where practical.
  • Watch latency on very large knowledge bases, especially many heavy PDFs — converting core content to text files usually processes and retrieves faster.

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Import a website

Add a website source with a root URL. You can limit it to selected path prefixes, exclude unwanted sections, and set the maximum number of pages to import. Run the import once, or enable automatic synchronization to check the site again at your chosen interval. Only new or changed pages use import credits. Give each auto-refresh source a custom name when you add it. This is the name shown under Auto Refresh; it does not change the website URL or connected folder. Choose Edit on the source later to rename it or change its refresh settings. Choose Load pages on a website source to view paths whose indexing is complete. Loading this list only reads the current index; it does not refresh the website or use credits. For API or MCP access, use GET /knowledge-bases/{id}/crawl-sources/{sourceId}/pages or list_crawl_source_pages. Both return only ready, indexed pages and never start a refresh or use credits. Website imports:
  • follow pages on the same host,
  • respect website crawling rules,
  • work best with pages whose main text is present in HTML, and
  • skip unsupported or oversized pages.
If a site loads all meaningful text only after JavaScript runs, add its content as documents or direct text instead.

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Cloud drive sync

Add a Google Drive, OneDrive, Box, Dropbox, or SharePoint folder as a knowledge-base source that stays up to date automatically, the same way a website source does. Connect the account under Automations → Connections first if it isn’t connected yet — an OAuth sign-in, not a pasted key — then add the folder as a source and pick that connection. SharePoint additionally requires the document library’s drive ID — a folder path alone isn’t enough to list its contents. Run a sync once, or turn on auto-sync to check the folder again on your chosen interval. Only new or changed files use sync credits. Cloud drive sync is Beta: turn on Beta Features under Settings → Workspace before the cloud-drive options appear. It is gated by its own plan feature, separately from website crawling, and billed per synced file at twice the per-page website-crawl rate — listed as KB cloud drive sync file on the Usage page, where you can check your current rates. For API or MCP access, use GET/POST /api/v1/knowledge-bases/{id}/drive-sources, GET/PATCH/DELETE /api/v1/knowledge-bases/{id}/drive-sources/{sourceId}, and POST /api/v1/knowledge-bases/{id}/drive-sources/{sourceId}/run, or the MCP tools list_drive_sources, create_drive_source, update_drive_source, delete_drive_source, run_drive_source.

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Self-learning FAQ (Beta)

The FAQ (Beta) tab appears once Beta Features is on under Settings → Workspace. Question-and-answer pairs can be written directly under Entries — a lighter alternative to uploading a document. Independently of that, the Inbox collects factual customer questions that did not have a useful knowledge result. Review a proposed answer, edit it, and select Approve & publish before it becomes part of the knowledge base. Assistant-generated proposals are never published automatically. Depending on the assistant setting, Famulor can collect only the question, prepare a private draft, or share a clearly tentative answer during the conversation.

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Availability and limits

The number of knowledge bases and access to website import depend on your plan. If your plan’s included number of knowledge bases isn’t enough, buy additional slots from Settings → Plan as the Extra Knowledgebases add-on, priced per knowledge base per month. Current per-knowledge-base limits are: Website imports are billed in credits per new or changed page, at the workspace’s KB crawl / auto-sync page rate — current rates are on the Usage page. The source shows progress and any action needed if the available credit balance is exhausted.