The knowledge base holds reusable product and company information: product guides, FAQs, release notes, integration instructions, and answers your team has already agreed on. The Assistant can search these articles alongside customer records.

Add or edit an article

Open Tuning → Knowledge base.
Create an article and give it a descriptive Name.
Write or paste the content into the editor, using headings and links to make it easy to navigate.
Save it, then open it again to check the content.

Members can read articles. Creating and editing knowledge requires a Builder, Admin, or Owner role.

Synced articles

Articles imported from an external knowledge source are read-only in Cust: their name and content must be maintained in the source system. Where configured, integrations such as Pylon supply articles to this collection.

Exclude or retire content

Turn on Exclude from AI search when an article should remain stored but should not be used in AI search. This setting is also available for synced articles. Use it for outdated or irrelevant material while you update the authoritative source.

Keep versions, dates, and limitations clear in the article itself. Remove or exclude superseded instructions rather than leaving several conflicting answers searchable.

For tone, use Communication style. For a repeatable procedure, use Guidance or a skill.

Open the knowledge base