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Knowledge Base
3 min
Created by Maria Malheiro on 11/9/2026 6:54 PM
Updated by Maria Malheiro on 11/10/2026 9:57 AM

The Knowledge Base feature allows you to create and configure a Knowledge Base (KB) for an artificial intelligence assistant. In simple terms, it works like a customized "instruction manual" or "external brain" that you provide to your AI agent so it can consult the information before responding to users.

  • To access this feature, go to Zenvia Customer Cloud > AI Agents.

  • Click Knowledge Bases.

Create, edit, and manage your knowledge bases. Click Create knowledge base +.

  1. Name: Enter a name to identify the knowledge base.

  2. Tool name: Define the name of the tool that will be used by the agent. For example: support_manual.

  3. Description: Add a description explaining when the agent should consult this knowledge base.

  4. Click Save to upload the documents that will be used as information sources.

  5. Wait for the files to be processed and indexed. Once the knowledge base has been indexed, it will be available for agents to use. Associate the knowledge base with the agent when creating a new version.

1. Understanding indexing statuses

After documents are uploaded, the platform tracks the processing of each file through status updates.

Status

Description

Pending

The document has been uploaded and is waiting to be processed.

Processing

The platform is indexing the file.

Indexed

Processing is complete, and the document is available for consultation.

Failed

Processing was not completed. You need to check the file and fix the issue.

The knowledge base can only be used by an agent once it has been indexed.

2. How to update knowledge base documents

If you need to update a document's content, replace the corresponding file in the data source. After the replacement, the platform will start a new indexing process.

⚠️ Attention:   A file can only be replaced when the data source status is Indexed or Failed.

3. What to do when a document is not indexed?

If a document has the Failed status, check the following:

  • Whether the file exceeds the 25 MB limit.

  • Whether the file format is different from PDF, DOCX, or plain text.

To fix the issue:

  1. Check the file size.

  2. If it exceeds the limit, reduce its size or split the content into smaller files.

  3. If necessary, convert the document to one of the supported formats.

  4. Replace the file in the data source.

  5. Wait for a new indexing attempt.