Even though they sit next to each other in the sidebar, Knowledge base and Documents solve different problems and shouldn’t be confused:
- Knowledge base is what the AI knows: the files you upload for the agent to consult when answering your customers. The screen itself sums up the most important rule: the AI only knows what’s here, and each agent only uses what’s assigned to it — the distribution by tags is explained in section 3.
- Documents is what the platform generates: templates (a booking sheet, a contract…) that the AI fills in with data from each conversation, and the list of documents already created from them.
In other words: you upload a PDF with your rental terms to the Knowledge base so the AI can answer questions about them; and you use Documents so that, at the end of a conversation, the AI generates and delivers a booking sheet already filled in with that specific customer’s data.