Knowledge Base overview

The Knowledge Base holds everything your AI agent should know that is not in your product catalog: shipping and delivery rules, returns and exchanges, payment options, store policies, opening hours, and the questions your team answers every day. When a customer asks, the agent searches the folders connected to it and writes its reply from the articles it finds. Open it from Agents → Knowledge.

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How it is organized

Onboarding creates your first folder, Business Knowledge Base, with the pages you selected from your website, and connects it to the agent it created. Those pages are live for the agent from the start. See Create folders and articles for what to do with them next.

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What the agent does with your articles

1. You connect one or more folders to an agent and publish the agent. See Connect knowledge to an agent.
2. When a customer message needs store knowledge, the agent searches the connected folders. Each folder is searched separately, and the folder’s description tells the agent what kind of question that folder answers.
3. The search returns the best-matching passages from published articles in that folder. The agent writes its reply from those passages.
4. Popcorn records which articles were matched and which were actually cited in the reply. This powers Used by AI on the Knowledge page and Sources in the Inbox.

Only published content takes part in step 3. A draft, an unsaved edit, or a restored-but-unpublished version never reaches the AI.

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The Knowledge page

The left rail lists All articles and each folder. Click a folder to browse it; the ⋯ menu on a folder offers Rename and Delete, and New folder sits at the bottom of the rail. On a phone the rail is replaced by a folder drop-down above the table. Search articles… searches article titles only, not their content. The table shows one row per article: The New article button opens three choices: Write from scratch, Import from a link, and Upload a document. The ⋯ menu at the end of a row offers Delete.

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Draft and published

An article’s state shows in its header, next to the folder name: Publishing is the only action that changes what the AI answers. Saving a draft, restoring an old version, or previewing never does. Deleting an article removes it from the AI immediately.

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Used by AI

Open an article to see the detail behind the badge:

• Matched N times: the article was returned by a search in the last 30 days, but the agent did not necessarily use it in a reply.
• Cited N times · last used time: the agent used the article when writing a reply.

Click the badge to open Recent conversations, a list of conversations that used the article, each with an Open conversation link. Conversations where the article was cited carry a Cited tag. In the Inbox, an AI reply that used knowledge shows a Sources (N) button under the message (or Knowledge Base when the search ran but no specific article was cited). It opens Message Source, which lists the Source Tool the agent used and, under Knowledge used, each Article it cited with the version number that was live at the time. See Inbox overview.

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Who can do what

Permissions are set per role on the Knowledge Base resource under Settings → Roles & Permissions:

• Owner, Admin and Manager have full access: create, edit, publish, restore and delete.
• Agent and Viewer can read articles but not change them.

Publishing needs the Publish permission; without it the Publish button is disabled with the message You don’t have permission to publish. Restoring an earlier version needs the Edit permission (You don’t have permission to restore versions). See Team and roles.

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Knowledge or a tool?

Knowledge is for facts that stay the same from one conversation to the next: policies, procedures, prices you write down, FAQs. For anything the agent has to look up live in another system, such as a booking, a loyalty balance, or a repair status, create a custom tool instead.

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Next steps