How to create a knowledge base
Create the knowledge base, where the documents the AI reads to reply on behalf of your company are stored.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
The knowledge base stores the documents the AI checks before replying to a customer. Without it, the AI answers only with what it knows in general, not with your company's rules, prices, and hours.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can create knowledge bases.
- Keep one topic in mind for your first knowledge base, such as customer service or products.
Step by step
- Step 1:
In the menu, open .
- Step 2:
Click New knowledge base.
- Step 3:
Give it a name that says what the knowledge base is about and, if you want, describe what you will store in it. Leave Internal base turned off so the AI uses the knowledge base to reply to customers.
- Step 4:
Click New knowledge base to create it.
- Step 5:
The knowledge base appears in the list. Click it to add documents.
How to know it worked
The knowledge base appears in with the name you gave it and no documents yet.
If it doesn't work
The New knowledge base button does not appear or is disabled.
Only the owner and administrators can create knowledge bases. If you are an administrator and still can't, the plan has reached the knowledge base limit: check Settings › Plan and usage.
Next step
Add the first documents to the knowledge base so the AI has something to check.
Sign in with your Cognizy account to save your progress.
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