# Knowledge base

In addition to individual customer questions, you can provide your AI Agent with a knowledge base containing your own content, such as FAQs, product information, or process descriptions. 

The agent uses this content to better understand inquiries and derive suitable answers. The knowledge base can be expanded or updated at any time.

<figure><img src="/files/2810b125b2de3b73eda0a07efde7a076c193a223" alt=""><figcaption></figcaption></figure>

### Optimally prepare documents for the knowledge base

So that your AI Agent can process the uploaded documents as effectively as possible, you should keep the following things in mind when preparing them.

#### **Structure & format**

* Use a clear structure with meaningful headings
* Use running text instead of scanned documents
* Avoid tables if possible or convert them into running text
* Images and graphics are not evaluated by the AI Agent

#### **Content optimization**

* For extensive content, split it into several thematic documents
* Automatically generated document titles should not be changed manually
* Avoid duplicates with customer questions already stored

### Automatically captured knowledge

When creating an AI Agent, content from the stored company website can be automatically imported. This information serves as the basis for the agent's context and initial customer questions.

### Expand and update the knowledge base

The knowledge base of your AI Agent can be expanded and updated at any time. New documents, revised FAQs, or changed product information are automatically taken into account in future conversations.

If answers seem incomplete or unsuitable, you can specifically revise the underlying content. Clear topic structures and unambiguous wording help the agent reliably assign information and output it appropriately.

### Knowledge base vs. playbooks – What is the difference?

The knowledge base and playbooks serve different functions in the AI Agent.

{% columns %}
{% column %}
**Knowledge base:**\
Determines, **what** the AI Agent can say.

In other words, which information, facts, and answers are available to it.
{% endcolumn %}

{% column %}
**Playbooks:**\
Determine, **how** the AI Agent proceeds.

In other words, which steps are carried out in a conversation, for example capturing callback details or forwarding a request to an employee.
{% endcolumn %}
{% endcolumns %}

Both areas interact and complement each other: The knowledge base provides the content, while playbooks control the structure and flow of the conversations.

{% hint style="info" %}
In the **Enterprise plan** knowledge sources and processes can be mapped in even greater detail. [Learn more.](/documentation/en/plans-and-costs/enterprise-tarif-leistungen-und-einfuhrungsprozess.md)
{% endhint %}


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.sipgate.com/documentation/en/behavior/wissensdatenbank.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.