Knowledge Base
Overview
What is the Knowledge Base?
The Knowledge Base in Squarebox is a centralized system that equips your AI agent with the essential context, content, and communication style to provide meaningful and accurate responses to customer queries. It allows your team to manage resources effectively, personalize AI interactions, and continuously improve bot performance.
Navigation
To access the Knowledge Base, go to: Settings > Knowledge Base
Main Components of the Knowledge Base
The Knowledge Base is organized into five key components that work together to enhance AI capabilities:
1. Business Resources
Upload and manage essential content such as guides, policies, FAQs, and manuals that the AI refers to when answering queries. The quality and breadth of these resources directly affect the AI’s accuracy.
2. Tone Settings
Define the emotional and stylistic tone your AI should use, including predefined tones (Professional, Friendly, Direct, Empathetic) and custom instructions. This ensures the AI communicates in a way that matches your brand and context.
3. Voice Settings
Customize the AI’s introduction or welcome message, making the agent feel more personable and aligned with your brand identity. A friendly or formal voice sets the right expectations for users.
4. Unresolved Queries
Monitor and review questions your AI couldn’t answer effectively. This insight helps identify knowledge gaps and update resources to improve future responses.
5. Agent Action Settings
Control when and how your AI agent interacts with users during chats, including auto-response rules, escalation to human agents, and chat behavior adjustments by topic.
How These Components Work Together
By keeping these components up-to-date and well-configured, your Knowledge Base ensures that your AI agent delivers accurate, consistent, and helpful responses—boosting customer satisfaction and reducing the need for manual support.
Business Resources
What Are Business Resources?
Business Resources are essential documents, links, and guides that your AI agent refers to when answering customer queries. The more detailed and relevant these resources are, the smarter and more accurate your AI becomes.
What You Can Do
Upload content such as FAQs, policies, product manuals, or training materials.
Control access by enabling or restricting the AI’s use of each resource.
Keep content fresh by updating documents regularly with time-stamped revisions.
How to Add a New Resource
Go to Settings > Knowledge Base > Business Resources.
Click the “Add Resource” button.
Enter a clear and descriptive Name for the resource.
Select the Type:
Link — for online resources or external documentation
Document — for PDFs or uploaded files
Toggle Agent Access:
✅ Enable this if you want the AI to refer to this resource.
Click Save to add the resource.
Recommended Resource Types
Product feature documentation
Troubleshooting guides
Employee onboarding manuals
Company policies
Training materials
Pro Tips
Use descriptive titles such as “Refund Policy – India” or “Feature Walkthrough – Dynamic Campaigns” for easy reference.
Regularly audit and update your resources to maintain AI accuracy.
Enable only the resources relevant to your AI’s scope to avoid confusion.
Example View
meta
Link
May 8, 2025 – 12:37 PM
✅ Enabled
Tone & Voice Settings
Tone Settings
Tone Settings allow you to define the emotional and stylistic tone your AI uses when communicating with users, ensuring responses fit your brand personality and context.
Predefined Tone Options
Professional
Neutral, formal, informative
Policy replies, official communication
Friendly
Approachable and conversational
General product queries, onboarding
Direct
Short, focused, and efficient
Tech support, alerts
Empathetic
Supportive and emotionally aware
Customer complaints, delays
Custom Instructions
Beyond tone presets, you can add custom instructions to guide how the AI structures responses.
Examples:
“Always begin responses with ‘Hello [Customer Name],’”
“If the user asks for a guide, include a link and suggest next steps.”
Response Length Settings
You can also control how detailed your AI’s responses should be:
Concise: Fast, brief answers (e.g., “Yes, that’s available.”)
Moderate: Balanced detail (e.g., “Yes, that’s available. You can enable it under Settings > Preferences.”)
Detailed: Comprehensive, multi-step replies.
Save Your Settings
Don’t forget to click Save Settings after making changes to ensure your tone preferences apply.
Voice Settings (Agent Introduction)
This section controls how your AI introduces itself to users, which builds trust and aligns the assistant with your brand’s identity.
How to Customize Voice Settings
Navigate to Voice Settings inside the Knowledge Base.
Write a Welcome Message that your AI agent will use to start chats.
Example Welcome Message
“Hi! I’m Ava, your AI assistant from Squarebox. How can I help you today?”
Why Voice Settings Matter
Sets clear expectations for users
Reinforces your brand tone (casual vs formal)
Makes the AI feel more personable and helpful
Improving AI with Unresolved Queries
What Are Unresolved Queries?
Unresolved Queries are customer questions or requests that the AI agent couldn’t answer properly or didn’t understand. Tracking these helps identify knowledge gaps or missing resources.
How to Use Unresolved Queries
Regularly review unresolved queries to spot recurring questions or issues.
Identify gaps where your AI lacks information or resources.
Add or update resources in the Knowledge Base to cover these gaps.
Export unresolved queries to share with your team for training or analysis.
Customizing AI Agent Actions
What Are AI Agent Actions?
AI Agent Actions allow you to control how and when your AI engages with users during chat conversations. This customization helps balance automation with human support for the best customer experience.
Example Rule
Respond to chat all time
AI agent is always active
Apr 29, 2025
All
✅ Enabled
Key Settings
Auto-Response Conditions: Define when the AI should reply automatically and when it should wait.
Escalation Logic: Set rules to route conversations to human agents, for example, after 3 failed AI replies.
Chat Behavior by Category: Adjust AI tone or urgency based on the topic (e.g., billing questions vs feedback).
Important Considerations
⚠️ Use these settings carefully to maintain a good balance between automation and human intervention, ensuring optimal customer satisfaction.
Best Practices for Admins
Keep resources updated regularly to improve AI accuracy.
Use Friendly or Empathetic tones especially in support or sensitive scenarios.
Review unresolved queries weekly to close knowledge gaps.
Personalize voice settings for a more human-like AI experience.
Enable only relevant resources to keep AI responses focused and clear.
Impact of a Well-Maintained Knowledge Base
AI gives more accurate replies
Increased customer satisfaction
Fewer unresolved queries
Less need for human intervention
Brand-consistent communication
Professional, unified customer experience
Faster query resolutions
Boosted productivity & trust
Last updated