The Knowledge Base (KB) is where you store the help content that powers Aily’s answers. When a customer asks a question through any connected channel, Aily searches the Knowledge Base for the best matching content and uses it to respond, instantly, without agent involvement.
Keeping your Knowledge Base accurate and well-organized directly improves the quality of Aily’s answers, reduces repetitive support volume, and helps customers find answers on their own.
To access the Knowledge Base, go to Sidebar → Knowledge Base.
What the Knowledge Base Does
The Knowledge Base serves two purposes simultaneously:
It powers Aily AI. When your Knowledge Base is connected to an Aily assistant, every published document becomes a source the AI can draw on when answering customer questions. The more accurate and complete your content, the better Aily’s responses.
It serves as your help center content library. Documents can be published publicly as help articles, shared with customers directly via link, or kept internal for agent reference. The Knowledge Base is the single source of truth for your team’s support content.
How the Knowledge Base Is Organized
The Knowledge Base uses a two-level structure:
Collections are folders that group related articles together. Think of them as topic areas or product sections — for example, Getting Started, Billing, or Troubleshooting. Every document lives inside a collection.
Documents are the individual articles inside a collection. Each document contains the help content your customers and Aily will use to answer questions.
A well-organized collection structure makes it easier to maintain content over time and helps Aily identify the right article for a given customer question.
How the Knowledge Base Connects to Aily
Creating and publishing documents does not automatically make them available to Aily. You need to explicitly connect your Knowledge Base to an Aily assistant before the AI can use the content.
Once connected, Aily references your published documents when generating responses. If a customer asks something your Knowledge Base covers, Aily pulls from the relevant article rather than generating a generic answer.
For setup instructions, see Connecting a Knowledge Base to Aily.
Quick Start: Building Your First Knowledge Base
If you are setting up the Knowledge Base for the first time:
- Create a collection for one topic area to start
- Add a document inside that collection
- Write the content using the same words your customers use — clear steps, expected outcomes, and direct answers
- Publish the document to make it available
- Connect the Knowledge Base to your Aily assistant so it can use the content when responding
For a full walkthrough, see Create Your First Knowledge Base.
Knowledge Base Sub-Articles
| Article | What it covers |
| What Is a Collection in the Knowledge Base? | How to create and organize collections |
| Create Your First Knowledge Base | Step-by-step setup guide for new knowledge bases |
| Connecting a Knowledge Base to Aily | How to link your KB to an Aily assistant |
| Sharing Documents in the Knowledge Base | How to share articles with customers or teammates |
| Other Features in the Knowledge Base | Additional KB tools and settings |
| Build a Knowledge Base Using the Web Crawler | How to import content from an existing website |
