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Dashboard manual · Intelligence

AI knowledge base: teach your company with text, FAQ, website and files

"Base de conhecimento" (Knowledge base) is the dashboard item where you teach the AI about your company: everything registered there becomes the source of truth for answers, and what is not in the base it passes to the team instead of making things up.

Who can use it

RoleWhat you see and do
OwnerSees and does everything: adds, edits, pauses, activates and deletes sources, fills in the outline and tests the base.
AdminSame access as the Owner on this screen.
AgentSees the item in the menu, the list of sources and the outline, and can use "Teste a base" (Test the base). Adding, editing, pausing or deleting returns a refusal notice.

Screens

"Base de conhecimento" (Knowledge base)

The "Base de conhecimento" (Knowledge base) screen is for registering, testing and organizing the information sources the AI uses to answer leads.

Address in the dashboard: /app/conhecimento

The "Base de conhecimento" (Knowledge base) screen in the demo account, with sample data and blurred values.

"O que a sua IA sabe" (What your AI knows)

Summary of the base at the top of the screen.

  • Fixed text: whatever is added becomes the source of truth; when the AI does not know, it refers the lead to a specialist and never makes things up.
  • fontes ativas (active sources) indicator: how many sources the AI is using.
  • trechos indexados (indexed chunks) indicator: how many pieces the content was split into for search.

Imported spreadsheet notice

Appears for the Owner and the Admin when "Base avançada" (Advanced base) is available and there is an imported spreadsheet that a sync can replace.

Buttons and actions

"Ver a comparação" (See comparison)Owner, Admin
With the "Base avançada" (Advanced base) module turned on, opens the sync creation already set up with this spreadsheet.
"Conhecer o módulo" (Explore the module)Owner, Admin
Without the module turned on, opens the "Base avançada" (Advanced base) module page.
  • Title Você importou ‹arquivo› em ‹data›. Trocar pela sincronização?

"Roteiro da base" (Base outline)

The topics that the account's industry calls for in the base. Accounts with no industry do not see this card.

Buttons and actions

"Preencher" (Fill in)
On a topic that is still empty, opens the text form with the topic already in the title and the cursor in the content. No empty source is created before you save.
  • Overall badge ‹n› a preencher or Tudo preenchido (All filled in).
  • Each topic with the badge Preenchido (Filled in) or A preencher (To fill in).

Add knowledge / Edit source

A source's form. When you click Edit in the list, it slides up with the source loaded.

Fields and filters

"Título da fonte" (Source title)required
The name of the source in the list.
"Conteúdo" (Content)required
In the "Texto" (Text) and FAQ types, the content itself. In the FAQ, each question starts with P: and each answer with R:.
"Endereço da página" (Page address)
In the "Página do site" (Website page) type. When editing, leaving it blank keeps the text already imported (the screen shows how many characters); pasting the address re-imports from scratch.
"Arquivo" (File)
In the "Arquivo" (File) type, when creating. If the file does not fit in a single source, the notice explains what to do.
"Onde esta fonte vale" (Where this source applies)
Appears when more than one account is connected (or when the source already has a restriction). With none checked, it applies to all accounts; when you check some, only the chosen ones can see it. A disconnected account appears with (desconectada) (disconnected) and the check is kept.

Buttons and actions

"Texto" (Text)
Type for pasting any content: about the company, policies, catalog.
FAQ
Type for ready-made questions and answers, in the P: and R: format (question and answer).
"Página do site" (Website page)
Type that imports the text of a web address right away.
"Arquivo" (File)
Type for uploading PDF, DOCX, MD, TXT, XLSX or CSV files, up to 10MB.
"Adicionar à base" (Add to the base)Owner, Admin
Saves the new source and splits it into chunks. Shows Indexando… (Indexing…) and then how many chunks were indexed.
"Salvar e reindexar" (Save and reindex)Owner, Admin
When editing, saves the changes and rebuilds the chunks.
"Cancelar" (Cancel)
When editing, clears the form without saving.
  • When it comes from "Preencher" (Fill in), the phrase Preenchendo o tópico do roteiro da base: escreva o que a IA precisa saber sobre isso. (Filling in the base outline topic: write what the AI needs to know about it).

Sources

The list of everything that is registered.

Buttons and actions

"Pausar" (Pause)Owner, Admin
Removes the source from the AI's answers without deleting it. On a paused source the button becomes "Ativar" (Activate).
"Ativar" (Activate)Owner, Admin
Puts the paused source back into the answers.
"Editar" (Edit)Owner, Admin
Loads the source into the form at the top.
"Excluir" (Delete)Owner, Admin
Removes the source from the base right away, with no confirmation window.
  • Colored tag for the type: "Texto" (Text), FAQ, "Página" (Page) or "Arquivo" (File).
  • Line ‹n› trecho(s) · atualizada ‹data› · ‹contas›, where the accounts are todas as contas (all accounts), the names of the selected accounts or conta removida (account removed).
  • Status badge: Ativa (Active), Pausada (Paused) or Erro (Error).

Test the base

Side panel that shows the snippets the AI would use to answer a question.

Fields and filters

"Pergunta de teste" (Test question)
Write the way a customer would write.
"Testar como" (Test as)
Appears with more than one connected account. Base inteira (todas as contas) (Entire base (all accounts)) or a specific account, to check the slice it sees.

Buttons and actions

"Testar" (Test)
Searches for the most relevant snippets. While searching, it shows ….
  • Results in cards: the first one marked "MAIS RELEVANTE" (MOST RELEVANT) and the following ones TRECHO ‹n›.
  • No result: the AI would use only the persona and the catalog offers; the guidance is to add the content to the base.

Screen states

Loading
Gray block in place of the source list and the outline.
Nothing here yet
Nenhuma fonte ainda — adicione acima o que a sua IA precisa saber (quem vocês são, o que vendem, políticas, dúvidas frequentes). (No sources yet — add above what your AI needs to know: who you are, what you sell, policies, frequently asked questions.)
If something goes wrong
Não foi possível carregar as suas fontes (Could not load your sources), warning that none was deleted, with a button to try again. The indicators show —.
Outline did not load
Não foi possível carregar o roteiro da base (Could not load the base outline) — the sources remain in effect, with a button to try again.
Paused source
Notice Fonte pausada — a IA deixa de usá-la (Source paused — the AI stops using it).
Deleted source
Notice Fonte removida da base (Source removed from the base).
File of an unsupported type
Notice Escolha um arquivo PDF, DOCX, MD, TXT, XLSX ou CSV (Choose a PDF, DOCX, MD, TXT, XLSX or CSV file).
Failure to save
The reason returned in Portuguese, or Não foi possível salvar a fonte. Confira o conteúdo. (Could not save the source. Check the content.)

Step by step

How to teach the AI about my company

  1. Open "Base de conhecimento" (Knowledge base) in the menu.
  2. Under "Adicionar conhecimento" (Add knowledge), leave the "Texto" (Text) type selected.
  3. Fill in "Título da fonte" (Source title) and paste the text into "Conteúdo" (Content).
  4. Click "Adicionar à base" (Add to the base).

How to register frequently asked questions for the AI

  1. Choose the FAQ type.
  2. Give it a "Título da fonte" (Source title) and write in "Conteúdo" (Content) each question starting with P: (for pergunta, question) and each answer with R: (for resposta, answer), separated by a blank line.
  3. Click "Adicionar à base" (Add to the base).

How to import the website content for the AI

  1. Choose the "Página do site" (Website page) type.
  2. Fill in "Título da fonte" (Source title) and paste the link into "Endereço da página" (Page address).
  3. Click "Adicionar à base" (Add to the base) and check in the list how many snippets came in.
  4. If little text comes in, paste the content as "Texto" (Text).

How to upload a PDF or spreadsheet to the base

  1. Choose the "Arquivo" (File) type.
  2. Select the file in "Arquivo" (File) (PDF, DOCX, MD, TXT, XLSX or CSV, up to 10MB).
  3. Click "Adicionar à base" (Add to the base).

How to test whether the AI can answer a question

  1. In the "Teste a base" (Test the base) panel, write the question in "Pergunta de teste" (Test question).
  2. With several accounts, choose in "Testar como" (Test as) which account to simulate.
  3. Click "Testar" (Test) and read the "MAIS RELEVANTE" (MOST RELEVANT) snippet.

How to make a document apply to only one number

  1. Open the source with Editar (or create a new one).
  2. Under "Onde esta fonte vale" (Where this source applies), check only the desired accounts.
  3. Click "Salvar e reindexar" (Save and reindex) and check with "Testar como" (Test as).

How to fill in the base outline for my industry

  1. On the "Roteiro da base" (Base outline) card, click "Preencher" (Fill in) on the topic A preencher (To fill in).
  2. Write the content and click "Adicionar à base" (Add to the base). The topic changes to Preenchido (Filled in).

Frequently asked questions

Does deleting a source ask for confirmation?

No. "Excluir" (Delete) removes it right away. If the removal is only temporary, use "Pausar" (Pause).

Which files does the base accept?

PDF, DOCX, MD, TXT, XLSX and CSV, up to 10MB per file.

If the website changes, does the base update on its own?

No. The text is imported at the time of registration. Edit the source and paste the address again to re-import.

What is the number of indexed snippets for?

It shows how many pieces the content was split into for the search. A source with zero snippets has no text the AI can use.

Why don't I see the "Onde esta fonte vale" (Where this source applies) field?

It only appears when more than one account is connected or when the source already has a saved slice.

Can the agent test the base?

Yes. Testing is open to the whole team; registering and changing sources is for the Owner and the Admin.

Why doesn't the "Roteiro da base" (Base outline) card appear?

It only exists when the account has an industry chosen in "Configurações" (Settings).

What does the "Erro" (Error) badge on a source mean?

That the content could not be read or split into snippets. Edit the source or submit the content another way.

Help center guide

"Base de conhecimento" (Knowledge base)

Everything your AI knows. What is here it answers; what is not, it does not make up — it passes to a specialist.

This is the source of truth for your AI. Delivery time, service area, exchange policy, what is included: everything it answers comes from here. And the reverse also holds, which is the most important part — about what is not here, it does not risk a guess: it forwards to a specialist. A short base does not make the AI dumb, it makes it quiet.

The screen, part by part

On screen: Screen of the "Base de conhecimento" (Knowledge base) with the summary, the add-content form, and, on the right, the "Teste a base" (Test the base) panel. On the left you teach; on the right you check whether it learned. The two halves work together.

  1. The screen's rule, and the two numbers: "fontes ativas" (active sources) is how much content is live right now. "trechos indexados" (indexed passages) is how many pieces your text was split into so it can find the right part quickly — large text becomes many passages, and that is good.
  2. Where the content comes from: "Texto" (Text), FAQ, "Página do site" (Website page) and "Arquivo" (File). The chosen type changes the field right below: paste the content, write in the P: / R: format, enter an address, or attach a document.
  3. Title and content: The title is required and is how the source appears in the list: Return policy helps, Document 2 does not. The content fits about 200 thousand characters per source — around 50 pages.
  4. "Adicionar à base" (Add to the base): Saves and puts the source live immediately. When editing one that already exists, the button becomes "Salvar e reindexar" (Save and reindex) — meaning it relearns the new text instead of adding to the old.
  5. Test the base: The working tool of this screen. Ask the way a customer would and see the passages it would use to answer. Nothing here is sent to anyone.
  6. The list of sources: Everything that is already live, with the type, how many passages it generated, and when it changed. This is where "Pausar" (Pause), "Editar" (Edit) and "Excluir" (Delete) are — and this is where the screen's risk lives.

The base outline for your industry

With the account's industry selected, the "Roteiro da base" (Base outline) card lists the topics your industry calls for (services and prices, hours, what to bring on the day…). Each topic appears as "A preencher" (To fill in) until it becomes a source. "Preencher" (Fill in) opens the source form with the topic in the title: write what the AI needs to know and save. The topic becomes "Preenchido" (Filled in); if you delete the source, it goes back to "A preencher" (To fill in).

On screen: "Roteiro da base" (Base outline) card: the topics for the Real estate industry, some filled in and others still to fill in, each with the "Preencher" (Fill in) button. The outline for the Real estate industry: what has already become a source and what is still missing.

The four ways to teach

All four really work and can coexist in the same base. The choice is about where the content already is today:

"Texto" (Text)
Paste anything: who you are, what you sell, policies, terms. It is the most flexible format and the one that works best when you write in your own words.
FAQ
Ready-made questions and answers, in the format P: on the first line and R: on the next, with a blank line between pairs. Good when you already have the questions mapped out.
"Página do site" (Website page)
Enter a public https address and the content is copied immediately. What is stored is today's text, not the page: if it changes, edit the source and paste the address again to reimport.
"Arquivo" (File)
PDF, DOCX, MD, TXT, XLSX or CSV, up to 10MB. Ideal for a catalog, terms table, and manual that already exist as a document. A spreadsheet goes in one row per sentence ("Product: Losartan 50mg · Price: 12.90"), with the first row as the header — that is how the customer's question finds the right row. About a thousand rows fit per file (it depends on the size of each row): a larger list is split by group, one file per group, and the screen tells you right away how many fit. Removing columns the AI does not use to answer — barcode, internal messages — makes much more fit. Name the column after what it holds: with "Discount: 20%" the AI understands right away, "Notes: 20%" is ambiguous. Only the price list? Its place is the catalog, which also imports spreadsheets.

Test before the customer does

The "Teste a base" (Test the base) panel is what turns this registration screen into a tool. Use it every time you add content — it takes ten seconds and it is the only proof that it learned what you meant to teach.

  1. Ask the way a customer would: "do you guys deliver in curitiba?", not "logistics coverage area". The crooked question is exactly the one that arrives on WhatsApp.
  2. Read what came back: The passages appear in order, with "MAIS RELEVANTE" (MOST RELEVANT) at the top. If the first passage answers the question, the AI will too.
  3. If "Nenhum trecho relevante" (No relevant passage) appears, content is missing: For that question it has nothing to say and will forward it to a human. Write the missing piece and test again — you have just discovered what the gap is.
  4. Repeat with the day's five questions: Delivery time, price, payment method, warranty, service region. By covering these five, you remove most of the team's pointless handoffs.

A document that applies to only one account

If you serve through more than one account, each document can apply only to the accounts you check. This is the case for anyone with two brands or two franchises in the same dashboard: the exchange policy applies to everyone, but only the branch should answer about the branch's menu.

The choice is in the form, under "Onde esta fonte vale" (Where this source applies), and appears when more than one account is connected — with a single account there is nothing to separate. When editing a source that already has a scope, the choice appears anyway, so you can undo it. Each source in the list shows its scope: todas as contas or the names of the checked accounts.

Test as an account
In the "Teste a base" (Test the base) panel, the Testar como field asks the question through the eyes of a specific account — that is how you check the scope before the customer checks it for you. Base inteira shows everything.
The simulator and campaigns see everything
They do not go out through a specific account, so there is nothing to scope. The scope applies where it matters: in the reply to the lead, which always arrives through an account.
If the account is disconnected
The source is not deleted and the selection remains saved — the list shows the account with the note (desconectada). When the same account is reconnected, the scope applies again on its own.

The same reasoning exists for the AI's voice: each account can have its own persona. It is in Personas A/B.

Pause and delete

When the goal is just to take something out of circulation — the promotion ended, the policy is being rewritten, the document expired — use "Pausar" (Pause). The source gets the "Pausada" (Paused) tag, is ignored completely while it stays that way, and "Ativar" (Activate) restores everything. It is reversible, and it covers almost every case in which someone would click "Excluir" (Delete).

  • "Pausar" (Pause): takes it offline, brings it back whenever you want, nothing is lost.
  • "Editar" (Edit): fixes the content and relearns it in place of the old version.
  • "Excluir" (Delete): deletes it for good. Save the text first if it does not exist anywhere else.

When it does not save

The screen always shows the same generic message when something goes wrong, so you find the cause by elimination. In this order:

  • Unsupported file format. PDF, DOCX, MD, TXT, XLSX, and CSV are accepted. Images and presentations are not — copy the text and paste it into "Texto" (Text). An old .xls spreadsheet (or a Google one) will not open: save it as .xlsx or .csv and upload it again.
  • File larger than 10MB. A PDF full of images easily goes over. Export only the pages that matter.
  • A PDF that is a photo of paper. A scanned document has no text to read; type or paste the content by hand.
  • Text over the limit. If it goes past about 200 thousand characters, split it into two sources by topic — it works better that way, too.
  • An address that does not respond, or a page without readable text. Check that the address opens in the browser over https, with no password and no cookie banner covering the page.

Who can change things

  • Adding, editing, pausing, and deleting: account Admin or Owner.
  • Reading the sources and using "Teste a base" (Test the base): anyone on the team — and it is worth encouraging, because the people who handle conversations know what is missing.

In the dashboard: "Abrir a Base de conhecimento" (Open Knowledge base)