> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/doubletick-ai/ai-agent/how-to-create-a-new-ai-agent/build-your-ai-agents-knowledge-base.md).

# Build your AI agent's knowledge base

Learn how to add FAQs, import FAQs in bulk, connect websites, upload files (PDF, Excel, CSV), and manage your agent's knowledge base so it can answer customer questions accurately.

#### What’s covered

* [Knowledge base overview](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#understanding-the-knowledge-base)
* [Managing FAQs](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#how-to-add-a-faq)
* [Adding and managing websites](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#adding-websites-to-your-knowledge-base)
* [Re-syncing web content](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#how-to-re-sync-a-website)
* [Uploading files (PDF, Excel, CSV)](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#how-to-add-files-to-your-knowledge-base)
* [Key takeaways](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#key-takeaways)
* [Frequently asked questions](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/how-to-build-your-ai-agents-knowledge-base#frequently-asked-questions)

#### Understanding the knowledge base

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FqnO3C7jVtF2YdfjAeREh%2Fimage.png?alt=media&amp;token=b1b602c7-81ac-41cd-93ab-9cc02a1a74e3" alt=""><figcaption></figcaption></figure>

The Knowledge tab is where you teach your AI agent what to say. It is divided into three sections:

* **FAQs**: Question-and-answer pairs you create manually for direct customer queries.
* **Websites**: Live web pages that your agent crawls and learns from automatically.
* **Files**: PDF, Excel, and CSV files you upload as-is, which the agent reads directly to answer customer queries.

Together, these sources create your agent’s central knowledge base—the core information it uses whenever it replies to a customer.

#### How to add a FAQ

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FiYXqaYTKLRxneDxaqLXz%2FUntitled%20design%20-%202026-08-24T170523.052.gif?alt=media&amp;token=cc0fb6b2-0d30-4d3a-897d-3baecc8f4dca" alt=""><figcaption></figcaption></figure>

FAQs are the most direct way to train your agent. Each FAQ connects a common customer question with the exact response you want to give.

* Make sure you are inside the Knowledge > FAQs section.
* Select the **Add FAQ** button at the top right.
* Type the question in the Question field exactly as a customer would ask it (e.g., "How do I reset my password?").
* Type your response in the Answer field. Keep it short and direct.
* Click Add FAQ to publish it to your list immediately.

#### How to import FAQs in bulk from Excel

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2Fnw6bZmvrB6G2JvdhJI9a%2FUntitled%20design%20-%202026-05-29T172852.353.gif?alt=media&#x26;token=3772cefb-49da-4ba7-9697-a7f9f72773b1" alt=""><figcaption></figcaption></figure>

If you have a large list of questions, you can upload them all at once using a simple spreadsheet.

* **Prepare your file**: Create an Excel sheet with questions in one column and answers in another column, then save it to your device.
* **Open import option**: In the FAQs tab, click the three-dot menu next to the Add FAQ button and select Import.
* **Upload file**: Select your Excel sheet from your device. All FAQ pairs will import directly into your agent's knowledge base.

#### How to edit an existing FAQ

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F99bsb5E9QNYnAUOe04ZK%2FUntitled%20design%20-%202026-05-29T173412.545.gif?alt=media&#x26;token=961c1f67-61c8-4cff-a32a-c88ab5989ebd" alt=""><figcaption></figcaption></figure>

* Find the question you want to update in your FAQ table.
* Click the Edit (pencil) icon on that row.
* Update the question or answer text in the form.
* Click Update FAQ to save your changes.

{% hint style="info" %}
**Tips for writing effective FAQs**\
Short, 2-to-3-sentence answers work best for AI agents to process and deliver quickly.\
Write questions using the real words and phrases your customers use, not internal team terminology.\
Aim to add 20 to 50 of your most common customer questions when building your initial knowledge base.
{% endhint %}

#### How to add a website to your knowledge base

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FFuvQnmRTTy85idwCCXTM%2FUntitled%20design%20-%202026-08-11T184642.409.gif?alt=media&#x26;token=620c53b5-2e41-4d11-8efb-9baf70dd96d7" alt=""><figcaption></figcaption></figure>

The Websites tab lets your agent learn directly from your online help center, product catalog, or landing pages. Once crawled, the agent refers to your web pages to answer customer questions.

1. Navigate to Knowledge > Websites and paste your URL into the Enter Website URL field.
2. Add request headers (if page is protected): If the page requires a login or authorization token:
   * Click the Settings icon next to the URL field.
   * Click + Add header under the request headers section.
   * Enter your key and value (e.g., `Authorization`, `Cookie`, or `API Key`).
   * Click Save.
3. Click Add website to begin crawling the page content.
4. Wait for the status to change from Queued to Done before testing customer questions against that web page.

#### How to re-sync the website

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FSBNrSIvbYyMhVQi7hkoV%2Fimage.png?alt=media&#x26;token=dfbfdb3b-3c91-4ad5-9125-bc17329f3fda" alt=""><figcaption></figcaption></figure>

Whenever you make updates to your live website, you should refresh the source so your AI agent stays up to date.

* Locate the URL row in the website management table.
* Click the Refresh icon on that row to trigger a fresh crawl.

#### How to add files to your knowledge base (<mark style="color:$primary;">New</mark>)

Your AI agent's knowledge base also supports PDF, Excel, and CSV files. You can upload these files as-is — no need to convert them into FAQs or web pages first — and the agent will use their contents directly to answer customer queries.

**File size limits**\
Files can technically be uploaded up to **20 MB**, but we recommend keeping each file under **5 MB** for best performance.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FmtWHBS7IvUlG3kNV0YBi%2FUntitled%20design%20-%202026-08-24T171237.055.gif?alt=media&amp;token=9b22d50e-1e61-45b5-81af-2a42d2af214e" alt=""><figcaption></figcaption></figure>

* Navigate to Knowledge > Files.
* Click Add file / Upload and select a **PDF**, **Excel**, or **CSV** file from your device.
* Wait for the status to change to Done before testing customer questions against that file's content.

{% hint style="info" %}
**Note**: Excel and CSV files are compressed on your device, so the size shown in your file's properties is not the size that counts. Once uploaded, DoubleTick decompresses the file into raw format so the AI agent can read it — and this decompressed size can be significantly larger than the on-device file size (for example, a 6–8 MB Excel file can expand to around 48 MB after decompression). Keep this in mind, especially if you're uploading multiple files.
{% endhint %}

#### Key takeaways

* FAQs work best for short, direct answers to common customer questions.
* Excel bulk imports allow you to set up hundreds of FAQs in a few clicks.
* Website crawling lets your agent learn automatically from public or protected pages.
* Always re-sync web sources whenever you update your live website content.
* PDF, Excel, and CSV files can be uploaded directly to the knowledge base.

#### Frequently asked questions

<details>

<summary>Which knowledge source should I use?</summary>

Use FAQs for exact answers to common questions. Use websites for live web content. Use files for existing PDFs, Excel files, or CSV files.

</details>

<details>

<summary>Can I import FAQs in bulk?</summary>

Yes. Upload an Excel sheet with questions in one column and answers in another.

</details>

<details>

<summary>When should I re-sync a website</summary>

Re-sync the website whenever you update its content. This keeps your agent’s answers current.

</details>

<details>

<summary>Can I add a password-protected website</summary>

Yes. Add the required request headers before crawling the website. For example, use `Authorization`, `Cookie`, or `API Key`.

</details>

<details>

<summary>What file types can I upload</summary>

You can upload PDF, Excel, and CSV files. The agent reads their contents directly.

</details>

<details>

<summary>What is the maximum file size</summary>

Files can be up to 20 MB. Keep each file under 5 MB for best performance.

</details>

#### Related articles

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[Set up your AI agent's instructions](/doubletick-ai/ai-agent/how-to-create-a-new-ai-agent/set-up-your-ai-agents-instructions.md)
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[Give your AI agent tools to take action](/doubletick-ai/ai-agent/how-to-create-a-new-ai-agent/give-your-ai-agent-tools-to-take-action.md)
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{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/y8fCEbKKiOvMeQjETKpL" %}
[Improve your AI agent with unresolved intents](/doubletick-ai/ai-agent/how-to-create-a-new-ai-agent/improve-your-ai-agent-with-unresolved-intents.md)
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---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## 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, and the optional `goal` query parameter:

```
GET https://learn.doubletick.io/doubletick-ai/ai-agent/how-to-create-a-new-ai-agent/build-your-ai-agents-knowledge-base.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

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.