Knowledge Bases

Knowledge Bases

Knowledge is the material Quickly searches and cites when it needs to ground an answer in your own content rather than general reasoning. Policies, contracts, runbooks, product documentation, and past decisions all belong here.

Who can use it: Owner, Admin, Manager, Member · Availability: Capacity-based

When to Use Knowledge Instead of a File

Uploading a file into a conversation is the right move for a one-off question about one document. A knowledge base is the right move when the material is something the workspace will need repeatedly, or when an agent or playbook has to reach it without a person in the loop.

How Retrieval Works

Quickly searches across the documents in a base and pulls the passages relevant to the question, rather than reading every document end to end. That is why how you prepare material matters: clear headings, one topic per document, and tags that match how people actually ask.

Tags and Scope

Tags and labels narrow what a search considers, which keeps answers precise as a base grows. If two documents contradict each other, retrieval has no way to know which is current, so retiring superseded material is part of maintaining a base.

How to create a knowledge base

1. Ask a Manager, Admin, or Owner to click + Create and choose a base for one audience, process, or topic.
2. Use a clear name and description such as "Support refund policy" or "Enterprise onboarding docs".
3. Avoid mixing unrelated departments or customers in one base.

How to upload and prepare documents

1. Managers, Admins, and Owners can drag files into the upload zone or click browse to select them when Knowledge write capacity is available.
2. Wait until the document status shows Ready.
3. Fix or remove files marked Failed before relying on the base.

How to understand knowledge search

1. Quickly breaks large documents into smaller passages.
2. When a user asks a question, Quickly finds passages that are closest to the meaning of the question.
3. The answer is stronger when the base contains clean, specific, non-conflicting source material.

How to use tags and labels

1. Managers, Admins, and Owners can add tags your team would naturally use: product names, regions, plan tiers, teams, policy types, or customer segments.
2. Use tags to help Quickly find relevant material even when a user does not ask with exact document wording.
3. Split or retag documents when searches bring back the wrong source.

How to test a knowledge base

1. Ask realistic questions in Chat after documents are Ready.
2. Check whether the answer uses the expected source material.
3. If answers are noisy, remove duplicates, archive stale docs, or narrow the base.

How to use knowledge in playbooks and agents

1. Attach the relevant base to the workflow or agent context.
2. Use it when repeatable work needs source-backed answers or document-specific extraction.
3. Review outputs periodically when source documents change.

Good to Know

• Knowledge availability is governed by workspace storage, document, ingestion, and chunk capacity.
• Members can review Knowledge that is visible to the workspace. Manager, Admin, or Owner access is required to create bases, upload content, tag documents, move documents, replace documents, or delete Knowledge assets; write capacity gates new and replacement content.

Related

• Entities and Records for structured records, which is a different job from document retrieval.
• Agents and Workforce for giving one agent its own memory rather than sharing a workspace base.
• Billing and Plans for how Knowledge storage is metered separately from file storage.