Knowledge

A knowledge base is the container for content. Create one per topic so it stays easy to attach, pause and find later.

Use it when: Your first time in StepX, or when a new topic deserves to live apart from what you already have.

Steps

1. 1Open Knowledge in the sidebar and click Create knowledge base.
2. 2Give it a name and a short description. The description shows in the list, so write enough for a colleague to recognize what is inside.
3. 3The detail page opens with an Active switch, storage used and the crawl pages left this month.
4. 4Four tabs match the four ways to add knowledge: Q&A, Articles, Files and Websites. The next sections walk through each tab.

Outcome: A new knowledge base, and an understanding of the four tabs, storage and remaining pages.

Q&A pairs are the most precise way: when a customer asks something similar, the assistant uses exactly the answer you wrote, without rephrasing.

Use it when: A question comes up again and again and needs one fixed answer: opening hours, shipping fees, return policy.

Steps

1. 1In the Q&A tab, click Add Q&A pair.
2. 2Type the question the way customers ask it, and the answer the way you want the assistant to say it.
3. 3Pick a category to filter and manage as the base grows. Create one right in the dialog if it does not exist yet.
4. 4A follow-up shows right after the answer: a saved static message (text, image, video), a form or a button.
5. 5Save. The pair is live immediately for every assistant using this knowledge base.

Outcome: A pair added, a category created inline, a follow-up attached.

Articles are for long content: policies, procedures, product descriptions. The assistant pulls the relevant passage when answering and phrases it to fit the conversation.

Use it when: The content does not fit one fixed answer, or customers may ask about several aspects of the same document.

Steps

1. 1In the Articles tab, click Add article.
2. 2Write a clear title; the assistant also uses it to pick the right article.
3. 3Write the body in Markdown: sub-headings, lists and tables keep their structure. Pasting from an existing document works too.
4. 4Save. The list shows each article's word count, so you can spot ones that are too short or too long.

Outcome: Know when an article beats Q&A, and add one.

The Files tab accepts Word, Markdown and plain-text documents. Put your existing company documents straight in, no rewriting needed.

Use it when: You already have procedures, catalogues or internal handbooks as files.

Steps

1. 1In the Files tab, click Upload and pick one or several files at once.
2. 2The system extracts the text and indexes it. Long files take a few minutes; you can close the dialog while processing keeps running in the background.
3. 3When the status turns Completed, assistants can use it right away.
4. 4Click a file to view and edit the extracted text, for example to drop repeated headers and footers.

Outcome: Know the accepted formats, upload, read the processing status and storage.

Every article or file is cut into pieces of about 1,000 characters, and the assistant picks only the few that best match the question. A piece that cannot say which topic it belongs to is never found, even when its content is correct.

Use it when: Before writing a long article or uploading an existing handbook, procedure or policy.

Steps

1. 1One topic per article. A document that mixes several policies becomes several articles, each titled the way customers ask.
2. 2Inside an article, every section title repeats the topic: "Refunds: conditions", "Refunds: processing time". Keep each section to 300–800 characters.
3. 3Use full names and short sentences: "Refund requests are accepted within 7 days of delivery" instead of "It applies within 7 days" or "see above".
4. 4For uploaded files: one topic per file, file name = topic. After upload, open the file and, in the Edit tab, remove repeated headers, footers and tables of contents, add a title to each section, then save.
5. 5Facts that must be answered word for word, such as prices, phone numbers or opening hours, belong in Q&A pairs, not buried in a long article.

Outcome: Write articles and prepare files the way the machine reads them, so the assistant finds the right passage and answers correctly.

The crawler reads your website and turns each page into an article in the knowledge base. When the site changes, the knowledge follows.

Use it when: The content already lives on your website (product pages, blog, help center) and changes often.

Steps

1. 1In the Websites tab, paste a URL and press Enter to add it. You can paste a whole list; each link is checked immediately.
2. 2Depth 0 reads only that page; raise it to follow internal links, up to 5. Max pages is a safety cap per website.
3. 3Turn on Auto-update to re-crawl on a schedule, from 1 to 48 hours. The dialog does the math on how many pages each crawl spends from your monthly quota.
4. 4Click Crawl. When it finishes, the website sits in the top table with its auto-update switch, and each crawled page sits in the Crawled pages table below.
5. 5Click a page to review and edit its text before assistants use it. Need a refresh right now? Click Crawl now.

Outcome: A website added, and an understanding of depth, max pages, schedule and quota.

As the base grows you need to find things fast, filter by category, edit in place and clean up in bulk. Every change applies immediately, no need to republish the assistant.

Steps

1. 1The search box matches both questions and answers.
2. 2The category filter in the corner applies to all four tabs.
3. 3Click an item to edit in place. Once saved, the assistant uses the new version right away.
4. 4Tick several items and click Delete to remove them at once. Deletion is permanent, so you are asked to confirm first.

Outcome: Manage a knowledge base once it has many items.

Knowledge only works once it is attached to an assistant. Each assistant can attach a number of sources depending on your plan.

Use it when: Right after loading content, or whenever you create a new assistant.

Steps

1. 1Open the assistant, go to the Knowledge tab, click Add source and pick a knowledge base.
2. 2The switch on the right of each source lets you pause it without removing it.
3. 3Click Save and publish and confirm, so the assistant uses the new setup on every channel.
4. 4Test right here: ask the exact question you wrote in the Q&A tab. The assistant answers from the pair and shows the follow-up if there is one.

Outcome: A knowledge base attached to an assistant, and sourced answers in the test panel.

Priority knowledge is what the assistant always keeps in mind without looking it up: company name, website, address, phone, email.

Use it when: Every assistant should have this, so it never gets the address, opening hours or hotline wrong.

Steps

1. 1In the assistant, open the Knowledge tab and scroll to Priority knowledge.
2. 2Fill in company name, website, address, phone and email.
3. 3Additional info is for a few short, critical lines, like opening hours.
4. 4Save and publish, then ask: the assistant answers with the hours you just entered.

Outcome: Company facts filled in, so the assistant never gets address, hours or hotline wrong.

When an assistant has several sources, a knowledge condition lets the customer switch sources with a slash command, for example /pricing to ask only about prices.

Use it when: The assistant has two or more sources and answers keep mixing topics.

Steps

1. 1In the assistant's Knowledge tab, under Knowledge conditions, click Add condition.
2. 2Name it, then pick or create the command right here. Each command belongs to exactly one condition.
3. 3Tick which sources turn on and which turn off when the command is called.
4. 4Save and publish. Test it: type the command, then the question. The assistant only searches the enabled source, so the answer is tighter and on topic.

Outcome: Know when a condition helps, and create one.

The admin actions on a knowledge base: pause without losing data, rename, read the limit and delete for good.

Steps

1. 1Turn Active off to stop every assistant from using this base immediately, without losing data. Turn it back on any time.
2. 2The three-dot menu renames the base or edits its description.
3. 3The limit line at the bottom of the list shows how many knowledge bases your plan still allows.
4. 4Deleting a knowledge base removes everything inside it and detaches it from every assistant. You are asked to confirm first.

Outcome: Pause, edit or delete a base, and read the limit.