Knowledge bases

A knowledge base is a collection of documents and web pages that your AI agents, and the AI copilot in the inbox, answer from. Each file or page you add is a source. IconEngage reads it, splits it into passages and indexes it in the background, so the AI can find the right passage and cite it.

Create a knowledge base

1. Go to Automation › AI agents › Knowledge.
2. Click New knowledge base.
3. Enter a Name (under 120 characters) and, optionally, a Description (for your team, not the AI).
4. Click Create.

Your organisation can have up to 50 knowledge bases. The list shows each one's Name, Sources (for example "3 of 4 ready", with how many are waiting, indexing or failed), Indexed chunks and Updated.

Add a source

1. Open the knowledge base.
2. Click Add source.
3. Under Kind, choose:
   • Upload a file: a PDF, Word (.docx), plain text (.txt), Markdown (.md) or HTML file. The dialog shows the size limit per file.
   • Fetch a web page: an https address on a public site. The page is fetched by IconEngage, not from your browser.
4. Enter a Name: what a citation calls it. For a file, it defaults to the file's name.
5. Choose the File, or enter the Page address.
6. Click Add (or Fetch).

For a file, you see the upload's progress, then "Uploaded. Indexing starts shortly." For a page, "Queued. The page is fetched shortly."

Source status

The knowledge base page also totals Indexed chunks, Sources, Ready, Waiting, Indexing and Failed.

When a source fails, its page says why, for example:

• The file is not the type that was declared, or not one this product reads.
• Over the per-source size limit.
• The page could not be fetched: it timed out, would not connect, or answered an error.
• The address was refused: only https on a public host, and redirects are never followed.
• Reading the file took longer than the five-minute limit.
• Nothing to index: the file has no text layer (a scanned PDF, for instance).

Update a source

Sources are versioned. A version never changes once created; answers always come from the latest Ready version of each source.

1. Open the source (click its name in the knowledge base).
2. Click Upload a new version (for a file) or Fetch the page again (for a web page).

Only one version can be waiting or indexing at a time. The source page lists every version with its Status, Type, Size, Chunks, Created and Ready at, and marks the Latest. Older versions are retired automatically.

Rename or delete

• To rename a knowledge base or change its description, open it and click Rename.
• To delete a source, open it and click Delete source. Every version and its indexed passages are removed. Answers that already cited it keep the source's name as text.
• To delete a whole knowledge base, open it and click Delete knowledge base. This is refused while a published agent uses it: publish those agents without it first.

Citations

When an agent or the copilot answers from your knowledge, it shows its sources. Each citation names the source, which version and passage were read (for example "v2 · chunk 3"), and an excerpt. Click it to open the source's page. Because answers use the latest ready version at the time, the cited version may since have been superseded.

You see citations in an agent's test results (see Build an AI agent) and in the AI copilot.