What are knowledge bases in Whippy?

Last updated: November 5, 2026

Knowledge bases give Whippy AI agents approved information to reference during conversations and calls. They help agents answer consistently while staying aligned with your company’s policies, workflows, and public information.

Before you start

  • Decide what type of information the agent needs, such as FAQs, policies, location details, or process documentation.

  • Separate internal-only information from customer-facing information when needed.

  • Plan each knowledge base around a clear purpose.

What knowledge bases do

  • Store approved information an AI agent can search and reference.

  • Organize content into focused pages.

  • Support source types such as text content, document uploads, single webpages, and websites.

  • Allow agents to retrieve relevant facts at conversation time.

How knowledge bases work

  1. Create a knowledge base for a specific purpose.

  2. Add pages that each cover one focused topic.

  3. Choose the appropriate source type for each page.

  4. Publish the knowledge base so agents can use the latest content.

  5. Attach one or more knowledge bases to an agent.

  6. The agent retrieves relevant content from the attached knowledge bases during conversations.

Knowledge bases vs. agent instructions

  • Agent instructions define how the agent should behave, what tone to use, and when to take actions.

  • Knowledge bases provide the facts the agent can use to answer questions.

  • Use instructions to tell the agent when to reference knowledge, and use knowledge bases to store the information itself.

Common use cases

  • Receptionist agents answering questions about hours, locations, and services.

  • Recruiting agents using role requirements or screening criteria.

  • Support agents referencing FAQs, policies, and troubleshooting content.

  • Internal assistants using standard operating procedures or process documentation.

Tips

  • Keep pages short and focused on one topic.

  • Use clear page titles that match real customer questions.

  • Avoid duplicating the same answer across multiple knowledge bases.

  • Republish knowledge bases after source information changes.

Troubleshooting

  • The agent ignores the information: Confirm the knowledge base is attached to the agent.

  • The agent gives outdated answers: Republish the knowledge base after updating source content.

  • The agent retrieves irrelevant information: Split broad content into smaller, focused pages or knowledge bases.