Knowledge Base
The Knowledge Base is where you teach your AI agent what to say. Upload documents or write content manually, and Mojeeb's AI uses that information to answer customer questions across all connected channels. Each agent has its own knowledge base, so you can train different agents with different content for different business needs.
How does the knowledge base work?
Your AI agent uses the knowledge base as its primary source of information when responding to customer messages. When a customer asks a question in any conversation, the AI searches your knowledge base for relevant content and crafts a natural response based on what it finds.
You can add knowledge in two ways:
- Upload documents — Upload PDF, Word, Excel, CSV, or text files. Mojeeb extracts the text and automatically splits it into structured knowledge entries using AI.
- Write manually — Create knowledge entries directly with a title and rich text content.
How do I access the knowledge base?
Go to Setup in the sidebar. The Agent Knowledge page shows all knowledge entries for the currently selected agent, organized as expandable accordion cards. A test chat panel on the right lets you try your agent's responses based on the current knowledge.
The page shows two sections:
- Main Instructions — The agent's primary system prompt and behavior rules
- Knowledge — All your knowledge base entries with a count (e.g., "Knowledge (17)")
How do I upload a document?
- Click the three-dot menu (⋮) at the top of the knowledge base page
- Select Add Knowledge
- Switch to the Document Upload tab
- Select a file from your computer
- Click Upload
The document is sent for processing immediately. You will see a confirmation with the file name and size. Processing happens in the background — you can continue using the dashboard while the document is being processed.
What file formats are supported?
| Format | Extension | Max Size |
|---|---|---|
| Plain text | .txt | 10 MB |
.pdf | 10 MB | |
| Microsoft Word | .docx | 10 MB |
| Microsoft Excel | .xlsx | 10 MB |
| Microsoft Excel (legacy) | .xls | 10 MB |
| CSV | .csv | 10 MB |
Not supported: Legacy Word format (.doc) — convert to .docx before uploading.
How does document processing work?
After uploading, the document goes through three stages:
- Validating — The file is checked for valid format and size
- Parsing — Text is extracted from the document:
- PDF: Page by page with page markers
- Word (.docx): Paragraph by paragraph
- Excel (.xlsx/.xls): Cell by cell, across all sheets (each sheet labeled separately)
- CSV: Row by row with headers from the first row
- Text (.txt): Direct UTF-8 read
- AI Processing — The extracted text is sent to Mojeeb's AI, which splits it into meaningful knowledge base entries with titles and bodies
Processing typically takes a few seconds to a couple of minutes depending on the document size. The status updates in real time — you do not need to refresh the page.
If processing fails (for example, a scanned PDF with no selectable text), an error message explains what went wrong. The system automatically retries up to 2 times on transient failures.
What happens to Excel and CSV files?
Excel and CSV files are converted to pipe-delimited table format. For Excel files with multiple sheets, each sheet is labeled and processed separately (e.g., "--- Sheet: Sales Data ---"). Headers from the first row are used as column names. Pipe characters inside cell values are replaced with semicolons to avoid conflicts.
How do I add knowledge manually?
- Click the three-dot menu (⋮) at the top of the knowledge base page
- Select Add Knowledge
- Stay on the Manual Entry tab (default)
- Enter a title for the knowledge entry
- Write the content using the rich text editor
- Click Save
The entry appears immediately in your knowledge base list and becomes available to the AI agent.
How do I edit or delete knowledge entries?
Each knowledge entry in the list is an expandable card:
- Expand — Click the chevron arrow to view the full content
- Edit — Click the edit icon (pencil) to modify the title and content. Only manually created entries can be edited. Document-sourced entries are read-only.
- Delete — Click the trash icon and confirm. The entry is permanently removed.
How do I track document processing status?
After uploading a document, you can monitor its progress in real time. The processing status updates automatically via Supabase real-time subscriptions — no need to refresh. You will see:
- Pending — Waiting to start processing
- Processing — Currently extracting text and generating knowledge entries (with a progress percentage and current step name visible)
- Completed — Processing finished successfully. New knowledge entries appear in your list automatically.
- Failed — An error occurred. Check the error message for details.
You can cancel a pending or in-progress upload by clicking the cancel button on the processing job.
Processing jobs expire automatically after 24 hours. Up to 10 documents can be processed concurrently.
How does the AI use my knowledge base?
When your AI agent receives a customer message, it:
- Searches your knowledge base entries for relevant information
- Uses the matching content to generate a natural, contextual response
- If no relevant knowledge is found, the AI flags the conversation as "uncertain" and marks it for human attention in the Conversations page
The more comprehensive your knowledge base, the better your AI agent responds. Adding content about your products, services, policies, FAQs, and processes improves response quality.
Changes to your knowledge base take effect immediately — the agent cache is automatically refreshed when entries are added, updated, or deleted.
Can I test my knowledge base?
Yes. The Agent Knowledge page includes a test chat panel on the right side. Type a message to test how your agent responds based on its current knowledge base and instructions. This lets you verify your knowledge content before customers interact with the agent.
Tips for an effective knowledge base
- Organize by topic — Group related information in the same documents
- Use clear headings — Structured documents produce better AI responses when chunked
- Be comprehensive — Cover all common customer questions
- Update regularly — Remove outdated information and add new content as your business evolves
- Include FAQs — Question-answer format works exceptionally well for AI retrieval
Common questions
How many knowledge entries can I have?
The number of knowledge entries depends on your subscription plan. Each agent has its own knowledge base with separate limits.
Can I upload multiple documents?
Yes. You can upload multiple documents one at a time. Each document is processed independently and may generate multiple knowledge entries. Up to 10 documents can be processed simultaneously.
What happens if my document is too large?
Documents larger than 10 MB are rejected at upload time with an error message. If a document's extracted text exceeds 500,000 characters, the content is truncated with a notice. Consider splitting very large documents into smaller files.
Can I edit entries created from documents?
No. Document-sourced knowledge entries are read-only. If you need to modify the content, delete the entry and add a new manual entry with the corrected information.
Does deleting a knowledge entry affect past conversations?
No. Deleting a knowledge entry only affects future AI responses. Past conversations that used that knowledge are not modified.
What if my PDF contains only images?
PDFs that contain only scanned images (no selectable text) cannot be processed. The system will report an error stating the PDF appears empty or contains only images. Use OCR software to convert the PDF to a text-based format before uploading.