Pulse AI knowledge base
Updated August 24, 2026
The knowledge base is the content your Pulse AI agents answer from. Each item is a question a customer might ask and the answer you want given. When a conversation comes in, the agent searches the items assigned to it and writes its reply from the closest matches.
Before you start
- Full Messaging access, or account ownership.
- At least one agent, because every item must be assigned to one — see Pulse AI agents.
Where to find it
Messaging → Pulse AI → Knowledge Base, or go to https://app.pluspoint.io/messaging/pulse-ai/knowledge-base.
Add a question and answer
- Select Add content.
- Fill in the fields below.
- Select Save.
| Field | Rules |
|---|---|
| Title | Required. It is how you find the item in the list. The agent never sees it, so name it for your own convenience. |
| Agents | Required, at least one. The agents that may use this item. An item with no agent is never read by anyone. |
| Question | Required. Phrase it the way a customer would ask it, not the way your team would file it. |
| Answer | Required. Up to 2000 characters. This is the material the agent writes its reply from. |
| Limit to specific locations | Off by default, so the item applies everywhere. Hidden entirely on single-location accounts. |
| Locations | Only shown when the toggle is on, and then required. Pick the locations the answer is true for. |
Write items the agent can actually match
- One question per item. If customers ask the same thing three ways, the closest phrasing wins, so write the phrasing they use.
- Put the whole answer in Answer. The knowledge base holds questions and answers only — no documents, URLs, file uploads or website crawling. Anything the agent should be able to say has to be written out in the answer itself.
- Keep answers self-contained. Wording like “as mentioned above” has no context to refer to.
- Use Limit to specific locations for anything that differs between sites — parking, accessibility, a service only some branches offer.
Note You do not need items for addresses, phone numbers, opening hours or special hours. The agent reads all of those live from the location record, so keeping locations and business hours up to date covers them.
Work with the list
Click a row to open it for editing. Row actions give you Edit, Duplicate — which opens the same form pre-filled as a new item — and Delete.
To narrow the list, select Filters and pick one or more Agents.
Assign several items to an agent at once
- Tick the rows you want. To cover more than the current page, use the selection banner to select everything matching the current filter.
- Select Assign agents.
- Pick the Agents in the modal — at least one is required.
- Select Save changes.
This adds the chosen agents to every selected item. It never removes agents that are already assigned, so use the editor when you want to take an agent off an item.
How the agent finds an answer
- The search is limited to items assigned to the answering agent, in your account.
- Location-limited items only qualify when one of their locations matches the conversation’s location. Items with no location limit always qualify.
- If nothing matches, the agent reports that it found no relevant information, which is what triggers its hand-over rule.
Test what the agent will say
Open the agent at Messaging → Pulse AI → Agents, edit it, and ask the question in the playground on the right. The playground unlocks as soon as the agent has knowledge base content assigned to it. See Pulse AI agents.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The agent hands the conversation over instead of answering a question you have written | Nothing matched closely enough | Rewrite Question in the customer’s words, and add a second item for the alternative phrasing |
| An item never gets used, however you ask | It is assigned to a different agent, or to none | Open the item and add the answering agent under Agents |
| An item works on one location’s conversations but not another’s | Limit to specific locations is on and that location is not in the list | Add the location, or turn the toggle off |
| An item is assigned to the right agent and the right location but is still never used | The item never became searchable | Open the item and save it again |
| Knowledge Base is not in the sidebar | Pulse AI requires full Messaging access | Ask an admin to raise your messaging permission (Users and permissions) |