Knowledge Base Management
Build and maintain Raya's knowledge base so she gives accurate, on-brand answers across every channel.
What It Is
The knowledge base is Raya's source of truth. It contains your product documentation, FAQs, policies, and any other content Raya needs to answer customer questions accurately. When a customer asks a question, Raya searches the knowledge base, retrieves the most relevant information, and combines it with your policy instructions to compose a response. A well-maintained knowledge base is the single biggest factor in Raya's answer quality.
Supported Source Types
Raya accepts a wide range of file formats and web sources. Upload documents directly or link to live web pages that Raya syncs automatically.
| Source Type | Formats |
|---|---|
| Documents | PDF, DOC, DOCX, PPTX, XLS, XLSX, TXT |
| Structured Data | Markdown, CSV, JSON |
| Web Content | HTML pages, Web URLs (live sync available) |
How It Works
Raya processes your knowledge base in four steps.
- 1
Upload or link sources
Add documents by uploading files or pasting web URLs. Each source becomes a searchable knowledge entry.
- 2
Processed and indexed
Raya processes each source, extracting text and splitting it into searchable chunks. This happens automatically after upload.
- 3
Raya retrieves relevant snippets
When a customer asks a question, Raya searches the indexed knowledge base and retrieves the most relevant snippets.
- 4
Combines with policy instructions
Raya combines retrieved knowledge with your policy instructions (tone, escalation rules, response length) to compose a final answer that matches your brand voice.
Setup Steps
Set up Raya's knowledge base in five steps.
- 1
Navigate to Knowledge Base settings
In the Dashboard, go to your Raya employee and select the Knowledge Base tab.
- 2
Upload files or add web URLs
Click "Add Source" and either upload files or paste a URL. You can add multiple sources at once.
- 3
Wait for processing
Raya processes and indexes each source. Processing time depends on file size, typically a few seconds for small documents and up to a minute for large files.
- 4
Configure auto-sync (optional)
For web URLs, enable auto-sync to keep Raya's knowledge current. Choose a sync cadence: every 1, 6, 12, or 24 hours.
- 5
Test with a sample question
Send Raya a question that should be answered from your knowledge base. Verify the answer is accurate and references the correct source.
Configuration
Manage each knowledge source with the settings below.
| Setting | Description | Options |
|---|---|---|
| Source Name | Display name for the knowledge source | Custom string |
| Source Type | Format of the uploaded content | File upload or Web URL |
| Auto-Sync | Automatically re-index web URL sources | On / Off (default: Off) |
| Sync Cadence | How often Raya re-indexes web sources | 1h, 6h, 12h, 24h (default: 24h) |
| Status | Processing state of the source | Processing, Ready, Error |
Tips for Better Answers
Write knowledge base content in a clear question-and-answer format when possible. Use short, specific paragraphs rather than long blocks of text. Keep product names, pricing, and policies up to date. Remove outdated content promptly, as stale information causes incorrect answers. Add entries for your most common customer questions first for the biggest impact on day one.
Limitations
Individual file uploads are limited to 50 MB per file. Password-protected PDFs must be unlocked before upload. Web URLs behind login walls or CAPTCHAs cannot be synced. Raya does not extract text from images embedded in documents (e.g., scanned PDFs). For best results, use text-based document formats.
Frequently Asked Questions
Can I use the same knowledge base across chat, email, and WhatsApp?▾
What happens when Raya cannot find an answer in the knowledge base?▾
How often should I update the knowledge base?▾
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