Skip to main content
Who can use this?
  • Owners and Admins, and roles that can update AI agents.
  • Knowledge Base needs Essential or Advanced. Basic Chat AI Agents on Web Chat cannot use it.
The Knowledge Base is the file library the agent looks up before it answers. Upload FAQs, price lists, and policies. When a customer asks a question, the agent searches those files and answers from what it finds, instead of guessing.
Create and fill Knowledge Bases under Settings → AI → Knowledge Base. Then attach them to an agent on the agent’s Knowledge tab. You can attach up to 3 per agent.

​
Plan Availability

Essential file types: PDF, Word (.docx), CSV, Excel (.xlsx), text, Markdown, JSON. Advanced adds website URLs. Each file can be up to 15 MB.

​
How it works

  1. You upload files (or, on Advanced, add page URLs).
  2. Gallabox processes them. Status moves from Pending to Processing to Completed.
  3. During a chat, the agent searches those files and uses the matching passages in its answer.
If the files do not contain the answer, the agent will still try to reply from its Role, Goal, and Instructions. Tell it what to do when it does not know. Example: “If you cannot find it in the Knowledge Base, say you don’t know and offer to connect them with the team.”

​
Connect a Knowledge Base to an agent

1
Go to Settings → AI → Knowledge Base and create a Knowledge Base if you do not have one.
2
Add files (and URLs on Advanced). Wait until status is Completed. See Add Data Sources.
3
Go to AI Agents and Bots, open the Chat AI Agent, then open the Knowledge tab.
4
Select up to 3 Knowledge Bases and save.
Start with the 10 questions customers ask most. Upload the documents that answer those. Add more later. Clear headings produce better answers than a wall of text.

​
Example

You want the agent to answer pricing, features, and integrations.
1
Create a Chat AI Agent with use case FAQ.
2
Go to Settings → AI → Knowledge Base. Create a Knowledge Base and upload your pricing PDF, a features CSV, and (on Advanced) your FAQ page URL.
3
Wait until each source shows Completed.
4
Open the agent → Knowledge tab. Attach that Knowledge Base.
5
On Home, add: “Use the Knowledge Base for pricing, feature, and integration questions. If you cannot find the answer, say you don’t know and offer to connect them with sales.”
6
Test. WhatsApp and Instagram: Test Widget. Web Chat: widget preview on Web Widget. Ask “What’s your pricing?” and “Do you integrate with HubSpot?”

​
FAQs

Up to 3. Use that if you want product docs in one library, policies in another, and pricing in a third.
Small PDFs (under 10 pages): about 1 to 5 minutes. Large PDFs (over 50 pages): about 10 to 30 minutes. A website crawl depends on how many pages you add. Watch the status: Pending → Processing → Completed.
Yes. Open that document in Settings → AI → Knowledge Base and re-index it. Other files stay as they are.
Write it into Instructions. Example: “If you cannot find the answer, say: ‘I don’t have that yet. Let me connect you with our team.’” Then use @assignTo on WhatsApp or Instagram. For Web Chat, use a WhatsApp handoff.

​
In this section