Upload Your Knowledge Base

Upload Your Knowledge Base

Without a knowledge base, your Synaptiq AI agent can only have generic conversations. With one, it becomes a product expert that answers visitor questions with accurate, specific information pulled directly from your documents. This guide covers how to upload, manage, and test your knowledge base.

Why the Knowledge Base Matters

When a visitor asks "What integrations do you support?" or "How does your pricing work?", the AI agent searches your knowledge base for relevant content and uses it to construct a grounded, accurate response. Without uploaded documents, the agent either gives a vague answer or triggers its fallback behavior.

The knowledge base directly impacts three things:

• Answer accuracy — The agent cites your actual product information instead of guessing
• Visitor trust — Specific, detailed answers make the agent feel knowledgeable and credible
• Qualification rate — Visitors who get useful answers stay in the conversation longer, giving the agent more opportunity to collect qualification data

Navigate to the Knowledge Base

1. Log into the Synaptiq dashboard at /admin
2. Click Knowledge Base in the left sidebar
3. You will see two sections: Documents (your uploaded files) and Web Pages (URLs you have pointed the agent to)

Upload Documents

Supported File Types

| Format | Extension | Max Size | Best For | |--------|-----------|----------|----------| | PDF | .pdf | 50 MB | Product guides, whitepapers, case studies, spec sheets | | Word | .docx | 25 MB | Internal docs, sales playbooks, proposal templates | | Plain Text | .txt | 10 MB | FAQ lists, scripts, structured data | | Markdown | .md | 10 MB | Technical documentation, README files | | CSV | .csv | 25 MB | Pricing tables, feature comparison matrices, structured data |

Note: Scanned PDFs (image-based) are supported — Synaptiq runs OCR to extract the text. However, OCR quality depends on scan clarity. Native (text-based) PDFs always produce better results.

How to Upload

1. Click the Upload Documents button in the top-right corner
2. Drag and drop files into the upload area, or click to browse your file system
3. You can upload multiple files at once (up to 20 files per batch)
4. Each file goes through a processing pipeline:
   • Parsing — Extracts raw text from the file
   • Chunking — Splits the text into overlapping segments (typically 500-1000 tokens each)
   • Embedding — Converts each chunk into a vector representation for semantic search
   • Indexing — Stores the vectors for fast retrieval during conversations

Processing time depends on file size:

| File Size | Typical Processing Time | |-----------|------------------------| | Under 1 MB | 5-15 seconds | | 1-10 MB | 15-60 seconds | | 10-50 MB | 1-5 minutes |

You can see the processing status next to each file: Processing, Ready, or Failed. A file must reach Ready status before the agent can use it.

Organize with Tags

After uploading, click on any document to add tags. Tags help you organize your knowledge base and can be used to restrict which documents the agent references in specific contexts.

Common tagging strategies:

• By topic: pricing, features, integrations, security, compliance
• By audience: enterprise, smb, technical, non-technical
• By product: core-platform, add-ons, api, mobile-app
• By freshness: current, outdated, needs-review

To restrict the agent to specific tags, go to AI Agent > General > Knowledge Scope and select which tags the agent should reference. This is useful if you have documents for multiple products or audiences and want to keep conversations focused.

Add Web Pages

In addition to file uploads, you can point the agent at live web pages. Synaptiq crawls the page, extracts the content, and indexes it just like an uploaded document.

1. Click Add Web Page in the Knowledge Base
2. Enter the full URL (e.g., https://yourcompany.com/pricing)
3. Choose the crawl depth:
   • Single page — Only indexes the URL you provide
   • Shallow crawl — Indexes the page and all pages it links to (one level deep)
   • Deep crawl — Follows links up to three levels deep (useful for documentation sites)
4. Click Add

Web pages are automatically re-crawled every 7 days to stay current. You can trigger a manual re-crawl by clicking the refresh icon next to any URL.

When to Use Web Pages vs. Documents

| Use Web Pages When... | Use Documents When... | |----------------------|----------------------| | Content is on your public website | Content is internal or not published online | | Content changes frequently | Content is static (e.g., a PDF spec sheet) | | You want automatic updates | You want full control over what the agent sees | | You have a docs site or blog you want the agent to reference | You have sales collateral, case studies, or whitepapers |

What to Upload First

If you are starting from scratch, prioritize these documents in order:

1. Product or Service Overview

A document that explains what you do, who you serve, and what problems you solve. This gives the agent foundational context for every conversation.

Example content to include:

• One-paragraph company description
• List of products or services
• Target audience and ideal customer profile
• Key differentiators

2. Pricing Information

Visitors ask about pricing more than almost anything else. Upload a document that covers:

• Plan names and what each includes
• Price points (or price ranges, if custom)
• Billing frequency (monthly vs. annual)
• Free trial details
• Enterprise or custom pricing process

Tip: If your pricing is complex or negotiable, upload a document that explains the process rather than specific numbers. For example: "Our pricing is based on the number of seats and usage volume. Plans start at $49/month. For teams over 50, we offer custom enterprise pricing — our sales team will prepare a proposal within 24 hours."

3. FAQ Document

Compile the 20-30 most common questions your sales team or support team fields. Structure it as a simple Q&A:

Q: Do you offer a free trial?
A: Yes, all plans include a 14-day free trial with full access to all features. No credit card required.

Q: What integrations do you support?
A: We integrate with HubSpot and Salesforce (CRM), Cal.com and Calendly (calendar booking), and any tool that supports webhooks. Pipedrive is coming soon. See our integrations page for the full list.

Q: How long does implementation take?
A: Most teams are up and running in under a day. Enterprise deployments with custom integrations typically take 1-2 weeks.

This format is highly effective because the chunking algorithm preserves Q&A pairs together, making retrieval extremely precise.

4. Feature Documentation

Detailed descriptions of your product's features and capabilities. For each feature, include:

• What it does
• Who it is for
• How to use it (briefly)
• Any limitations or requirements

5. Case Studies or Testimonials

If a visitor asks "Who else uses this?" or "Do you have experience in my industry?", the agent can reference case studies to provide social proof. Include customer name (if permitted), industry, problem, solution, and results.

Test Your Knowledge Base

After uploading documents, verify the agent can use them effectively.

Use the Knowledge Base Test Tool

1. Go to Knowledge Base > Test
2. Type a question in the test input (e.g., "What are your pricing plans?")
3. The tool shows you:
   • Retrieved chunks — The specific passages from your documents that were found relevant
   • Relevance scores — How closely each chunk matches the question (0.0 to 1.0)
   • Source document — Which file or URL each chunk came from
   • Generated answer — What the agent would say based on these chunks

This tool is invaluable for debugging. If the agent gives a wrong answer, the test tool shows you whether the problem is with retrieval (wrong chunks found) or generation (right chunks found but poorly synthesized).

Sample Questions to Test

Run these questions through the test tool and verify the answers are accurate:

• "What does [your product] do?"
• "How much does it cost?"
• "Do you integrate with [popular tool in your space]?"
• "What makes you different from [competitor]?"
• "Do you offer a free trial?"
• "How long does setup take?"
• "Is my data secure?"
• "Can I cancel anytime?"
• "Do you have customers in [industry]?"
• "What support do you offer?"

For each question, check:

• [ ] The answer is factually correct based on your documents
• [ ] The answer is specific, not generic
• [ ] The source chunks are from the right documents
• [ ] The relevance scores are above 0.6 for the top chunk

Fix Poor Results

If the agent is not finding the right information:

• Rephrase the content in your documents. If your pricing page says "Subscription tiers" but visitors ask about "pricing plans," the semantic match may be weak. Use the language your customers actually use.
• Break up large documents. A 100-page PDF with a table of contents may not chunk well. Consider splitting it into separate documents by topic.
• Add an FAQ. The Q&A format is the highest-signal format for retrieval because questions map directly to visitor queries.
• Remove outdated documents. Old content with stale information can surface ahead of current content. Delete or re-tag documents that are no longer accurate.

Managing Your Knowledge Base Over Time

Your knowledge base is not a set-it-and-forget-it asset. Keep it current:

• Review monthly. Check for outdated pricing, deprecated features, or stale case studies.
• Add new content after launches. When you ship a new feature or change pricing, upload updated documents the same day.
• Monitor the "Unanswered Questions" report. Under Analytics > Knowledge Gaps, Synaptiq logs questions where the agent could not find a relevant knowledge base match. This report tells you exactly what content to add next.
• Use version history. When you re-upload a document with the same name, Synaptiq keeps the previous version. You can view and restore old versions from the document detail page.

Limits by Plan

| Plan | Max Documents | Max Storage | Max Web Pages | Re-crawl Frequency | |------|---------------|-------------|---------------|-------------------| | Starter | 25 | 100 MB | 10 | Weekly | | Growth | 100 | 500 MB | 50 | Daily | | Enterprise | Unlimited | 5 GB | Unlimited | Hourly |

Next Steps

• Test Your First Conversation — Run a full end-to-end test with your configured agent and knowledge base
• Configure Your AI Agent — Fine-tune how the agent uses knowledge base content in conversations
• Connect Integrations — Route qualified leads to your CRM and calendar