Knowledge Bases Overview

Knowledge bases are how your agents know about your business. They are searchable collections of information — company policies, product details, process guides, customer data, and anything else your agents need to answer questions accurately and make good decisions.

What knowledge bases are

A knowledge base is a searchable index of entries. Each entry has a title, content, and keywords. When an agent needs information during a conversation, it searches the relevant knowledge base and uses the results to inform its response.

Without knowledge bases, agents can only rely on their general training and the persona you wrote. With knowledge bases, they have access to your organisation’s specific information — the details that make their answers accurate and useful.

Try asking your agent

“Search our knowledge base for the warranty terms on Rinnai hot water systems.”

“Save this to the knowledge base: Our standard callout fee is $120 for the first hour, then $80 per hour after that. Emergency after-hours rate is $180 per hour.”

Default indexes

Every Sprigr Teams organisation comes with three pre-built knowledge bases:

Shared Knowledge

The main company-wide knowledge base. This is where you put information that any agent might need:

• Company policies and procedures
• Product and service descriptions
• Pricing information
• FAQs and standard responses
• How-to guides and process documentation

Any agent with access to Shared Knowledge can search it during conversations.

Agent Discoveries

When agents learn something new during a conversation — a customer preference, a process detail, a resolution that worked — they can save it here using the sprigr_write tool. Over time, this becomes an ever-growing library of insights that all agents can draw from.

Note

Agent Discoveries is populated by agents themselves, not by you. It grows organically as agents interact with users and each other. You can review and manage entries from the Managing Indexes page.

Agent Directory

An automatically maintained index of all agents in your organisation — who they are, what they do, and how to reach them. Other agents (and your companion agent) use this to figure out which specialist to delegate a task to.

You do not need to maintain this manually. It updates as you create, modify, and remove agents.

How agents search

When an agent searches a knowledge base, Sprigr Teams uses hybrid search — a combination of two approaches:

• Keyword search — Finds entries that contain the exact words or phrases the agent is looking for. Fast and precise for specific terms like product names, job numbers, or policy titles.
• Semantic search — Understands the meaning behind the query and finds entries that are conceptually related, even if they use different words. For example, searching for “employee time off” would match entries about “annual leave policy” or “vacation requests”.

The two approaches are combined to give agents the best of both worlds — precision when exact terms match, and flexibility when the user phrases things differently.

Keywords matter

When adding entries to a knowledge base, include relevant keywords and synonyms. If your company calls something a “work order” but customers say “job”, add both terms as keywords. This dramatically improves search accuracy. See Managing Indexes for more details.

Use cases

Company documents

Upload your employee handbook, safety policies, operational procedures, and company guidelines. Agents can instantly answer questions like “What is our refund policy?” or “How do I submit a leave request?”

Product and service info

Add your product catalogue, service descriptions, pricing sheets, and technical specifications. Agents can help customers find the right product, provide accurate pricing, and explain features.

Process guides

Document your internal workflows — how to process a return, onboard a new client, schedule a technician, or close out a job. Agents follow these guides step by step when helping users.

Customer data

Store customer profiles, account details, and interaction history. Agents can look up a customer’s past orders, preferences, and outstanding issues to provide personalised service.

Next steps

• Managing Indexes — Learn how to add, edit, search, and delete entries in your knowledge bases.
• Tools Reference — See how agents use sprigr_search and sprigr_write to interact with knowledge bases.
• Creating Agents — Set up agents that can use your knowledge bases to answer questions.
• Agent Settings — Configure which knowledge bases each agent has access to.