# Conversation AI - New Knowledge Sources & Quality Upgrades

> Boost Conversation AI with tables, rich text, and file support. A new retrieval engine delivers precise, context-aware answers with source transparency.

- Source: https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-training-bots/conversation-ai-new-knowledge-sources-quality-upgrades
- Section: AI Employee / Conversation AI - Training Bots
- Reading time: 4 min
- Images: 12, each explained below

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This guide explains GHL Customer Care’s Knowledge Source and retrieval quality upgrades for Conversation AI. You can use tables, rich-text entries, file uploads, and an improved retrieval pipeline to help AI agents provide more accurate, context-aware answers at scale.

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**TABLE OF CONTENTS**

-   [What is the New Knowledge Sources Support?](#what-is-the-new-knowledge-sources-support)[](#key-benefits-of-knowledge-sources-support-and-quality-upgrades)
-   [Key Benefits of Knowledge Sources Support & Quality Upgrades](#key-benefits-of-knowledge-sources-support-and-quality-upgrades)[](#smarter-retrieval-with-re-ranking)
-   [Smarter Retrieval with Re-Ranking](#smarter-retrieval-with-re-ranking)[](#expanded-data-type-support)
-   [Expanded Data Type Support](#expanded-data-type-support)[](#crystal-clear-source-attribution)
-   [Crystal-Clear Source Attribution](#crystal-clear-source-attribution)[](#how-to-setup-and-use-knowledge-sources-support)
-   [How To Setup & Use Knowledge Sources Support](#how-to-setup-and-use-knowledge-sources-support)[](#frequently-asked-questions)
-   [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles)
-   [Related Articles](#related-articles)

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# **What is the New Knowledge Sources Support?**

GHL Customer Care Knowledge Bases support multiple source types, including tables, rich text, file uploads, FAQs, web crawler sources, and web search sources. Conversation AI can use these sources to retrieve relevant information before generating a response. Retrieval improvements, including re-ranking, help prioritize the most relevant chunks so responses are more accurate and easier to review.

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## **Key Benefits of Knowledge Sources Support & Quality Upgrades**

-   **Higher answer accuracy:** Automatic re-ranking ensures the most relevant information is retrieved before generating a response.
-   **Faster rollout:** Add or replace data sources instantly without the need for retraining from scratch.
-   **Flexible training:** Support for spreadsheets, rich-text documents, PDFs, and more expands what your AI can learn from.
-   **Total transparency:** Every response includes clickable source links in the Response Info side drawer for full visibility.

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## **Smarter Retrieval with Re-Ranking**

A lightweight ranking layer now sits between search and answer generation. After the initial vector search returns potential matches, the re-ranker scores each chunk for semantic closeness to the user’s question and sends only the top-ranked passages to the LLM. The result is fewer hallucinations and tighter, on-topic replies.

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## **Expanded Data Type Support**

Your Knowledge Base can include several source types:

-   **Tables:** Upload CSV files so AI can reference structured data such as pricing grids, product lists, customer records, or service details.
-   **Rich Text:** Add manually written content directly in the editor, including documentation, policies, instructions, and FAQs.
-   **File Upload:** Upload supported document files such as DOC, DOCX, and PDF. Text is extracted and indexed; embedded images are skipped.
-   **Web Crawler, FAQ, and Web Search:** Use additional Knowledge Base source types when you want AI to reference website content, question-and-answer content, or web-based information.

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## **Crystal-Clear Source Attribution**

Every AI response inside Conversations shows a “Response Info” icon. Click it to open the side drawer and view:

-   The exact knowledge chunk(s) used.
-   File or URL name, FAQ label, and timestamp.
-   Quick-edit options to correct or replace the source on the fly.

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## **How To Setup & Use Knowledge Sources Support**

### **Step 1:** Create or Open a Knowledge Base

1.  Sign in to your sub‑account.
2.  From the left‑hand menu, click on the **AI Agents** tab.  
    
    
![Step 2 of 5: From the left‑hand menu, click on the AI Agents tab](https://jumpshare.com/share/xKUFkN6npwAxq0NBGb1O+/Screen+Shot+2025-10-03+at+5.44.29+PM.png)

**Step 2 of 5: From the left‑hand menu, click on the AI Agents tab**

This screenshot accompanies step 2 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you from the left‑hand menu, click on the AI Agents tab. The next step is to click on the Knowledge Base tab.
- What to click: From the left‑hand menu, click on the AI Agents tab.
- Controls: AI Agents, Knowledge Base, + Create Knowledge Base, ., Edit an existing Knowledge Base, name, three, dots, Edit
- Next: Click on the Knowledge Base tab.

Full procedure:

1. Sign in to your sub‑account.
2. From the left‑hand menu, click on the AI Agents tab.  <- this image
3. Click on the Knowledge Base tab.
4. Click + Create Knowledge Base buttonto create a new one.
5. or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.

    
3.  Click on the **Knowledge Base** tab.  
    
    
![Step 3 of 5: Click on the Knowledge Base tab](https://jumpshare.com/share/gwW1qOgBvn3BuGjyhDnq+/Screen+Shot+2025-10-03+at+5.45.58+PM.png)

**Step 3 of 5: Click on the Knowledge Base tab**

This screenshot accompanies step 3 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you click on the Knowledge Base tab. For context, this section explains: Sign in to your sub‑account. From the left‑hand menu, click on the AI Agents tab. Click on the Knowledge Base tab. Click + Create Knowledge Base buttonto create a new one. or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit. The next step is to click + Create Knowledge Base buttonto create a new one.
- What to click: Click on the Knowledge Base tab.
- Controls: Knowledge Base, AI Agents, + Create Knowledge Base, ., Edit an existing Knowledge Base, name, three, dots, Edit
- Next: Click + Create Knowledge Base buttonto create a new one.

Full procedure:

1. Sign in to your sub‑account.
2. From the left‑hand menu, click on the AI Agents tab.
3. Click on the Knowledge Base tab.  <- this image
4. Click + Create Knowledge Base buttonto create a new one.
5. or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.

    
4.  Click **\+ Create Knowledge Base** buttonto create a new one**.**  
    **
    
    
![Step 4 of 5: Click + Create Knowledge Base buttonto create a new one](https://jumpshare.com/share/vu9ydypMMgBizdLzPptv+/Screen+Shot+2025-10-03+at+5.47.41+PM.png)

**Step 4 of 5: Click + Create Knowledge Base buttonto create a new one**

This screenshot accompanies step 4 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you click + Create Knowledge Base buttonto create a new one. The next step is to or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.
- What to click: Click + Create Knowledge Base buttonto create a new one.
- Controls: + Create Knowledge Base, ., AI Agents, Knowledge Base, Edit an existing Knowledge Base, name, three, dots, Edit
- Next: or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.

Full procedure:

1. Sign in to your sub‑account.
2. From the left‑hand menu, click on the AI Agents tab.
3. Click on the Knowledge Base tab.
4. Click + Create Knowledge Base buttonto create a new one.  <- this image
5. or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.

    
    ** 
5.  or **Edit an existing Knowledge Base** by clicking the Knowledge Base **name**, or click the **three** **dots** and choose **Edit**.  
    
    
![Step 5 of 5: or Edit an existing Knowledge Base by clicking the Knowledge Base…](https://jumpshare.com/share/vF9mMFEswDPVZ1BLJGI7+/Screen+Shot+2025-10-03+at+5.49.25+PM.png)

**Step 5 of 5: or Edit an existing Knowledge Base by clicking the Knowledge Base…**

This screenshot accompanies step 5 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.
- What to choose: or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.
- Controls: Edit an existing Knowledge Base, name, three, dots, Edit, AI Agents, Knowledge Base, + Create Knowledge Base, .

Full procedure:

1. Sign in to your sub‑account.
2. From the left‑hand menu, click on the AI Agents tab.
3. Click on the Knowledge Base tab.
4. Click + Create Knowledge Base buttonto create a new one.
5. or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.  <- this image

    

### **Step 2:** Add Knowledge Sources

1.  Click **\+ Add Source** button.
2.  Choose the source type you want to add, such as Tables, Rich Text, File Upload, FAQ, Web Crawler, or Web Search, depending on the Knowledge Base content you want the AI to use.
3.  Upload Tables, Files or add Rich Text.
    
    
![Step 3 of 3: Upload Tables, Files or add Rich Text](https://jumpshare.com/share/9lbg7UkhUECFSbkoFgnp+/GIF+Recording+2025-10-03+at+5.51.27+PM.gif)

**Step 3 of 3: Upload Tables, Files or add Rich Text**

This animation accompanies step 3 of 3 in the "Step 2: Add Knowledge Sources" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you upload Tables, Files or add Rich Text. For context, this section explains: Click + Add Source button. Choose the source type you want to add, such as Tables, Rich Text, File Upload, FAQ, Web Crawler, or Web Search, depending on the Knowledge Base content you want the AI to use. Upload Tables, Files or add Rich Text.
- What this covers: Upload Tables, Files or add Rich Text.
- Controls: + Add Source

Full procedure:

1. Click + Add Source button.
2. Choose the source type you want to add, such as Tables, Rich Text, File Upload, FAQ, Web Crawler, or Web Search, depending on the Knowledge Base content you want the AI to use.
3. Upload Tables, Files or add Rich Text.  <- this image

    

### **Step 3:** Attach the Knowledge Base to a Conversation AI Bot

1.  In AI Agents, click **Conversation** **AI**.
2.  Click on the **Agent** **List** tab.
    
    
![Step 2 of 6: Click on the Agent List tab](https://jumpshare.com/share/7Yq8N30lXw3Ra3HgWwnA+/Screen+Shot+2025-10-03+at+5.57.01+PM.png)

**Step 2 of 6: Click on the Agent List tab**

This screenshot accompanies step 2 of 6 in the "Step 3: Attach the Knowledge Base to a Conversation AI Bot" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you click on the Agent List tab. For context, this section explains: In AI Agents, click Conversation AI. Click on the Agent List tab. To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI) To edit an existing bot, click the bot’s name, or click the three dots and choose Edit. Click on the Bot Training tab In Knowledge…. The next step is to to create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI).
- What to click: Click on the Agent List tab.
- Controls: Agent, List, Conversation, AI, + Create Bot, bot’s name, three dots, Edit, Bot, Training, created or updated
- Next: To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)

Full procedure:

1. In AI Agents, click Conversation AI.
2. Click on the Agent List tab.  <- this image
3. To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)
4. To edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
5. Click on the Bot Training tab
6. In Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).

    
3.  To create a new bot, click **\+ Create Bot**. (Check out our detailed guide on [Setting Up Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/how-to-set-up-a-conversation-ai-bot))
    
    
![Step 3 of 6: To create a new bot, click + Create Bot. (Check out our detailed guide…](https://jumpshare.com/share/i4OFgz9pOUOj6QGDzF3C+/Screen+Shot+2025-10-03+at+6.00.36+PM.png)

**Step 3 of 6: To create a new bot, click + Create Bot. (Check out our detailed guide…**

This screenshot accompanies step 3 of 6 in the "Step 3: Attach the Knowledge Base to a Conversation AI Bot" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you to create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI). The next step is to to edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
- What to click: To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)
- Controls: + Create Bot, Conversation, AI, Agent, List, bot’s name, three dots, Edit, Bot, Training, created or updated
- Next: To edit an existing bot, click the bot’s name, or click the three dots and choose Edit.

Full procedure:

1. In AI Agents, click Conversation AI.
2. Click on the Agent List tab.
3. To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)  <- this image
4. To edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
5. Click on the Bot Training tab
6. In Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).

    
4.  To edit an existing bot, click the **bot’s name**, or click the **three dots** and choose **Edit**.
    
    
![Step 4 of 6: To edit an existing bot, click the bot’s name, or click the three dots…](https://jumpshare.com/share/gAWYl39WHZ7u5kGdJVUT+/Screen+Shot+2025-10-03+at+6.01.35+PM.png)

**Step 4 of 6: To edit an existing bot, click the bot’s name, or click the three dots…**

This screenshot accompanies step 4 of 6 in the "Step 3: Attach the Knowledge Base to a Conversation AI Bot" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you to edit an existing bot, click the bot’s name, or click the three dots and choose Edit. The next step is to click on the Bot Training tab.
- What to choose: To edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
- Controls: bot’s name, three dots, Edit, Conversation, AI, Agent, List, + Create Bot, Bot, Training, created or updated
- Next: Click on the Bot Training tab

Full procedure:

1. In AI Agents, click Conversation AI.
2. Click on the Agent List tab.
3. To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)
4. To edit an existing bot, click the bot’s name, or click the three dots and choose Edit.  <- this image
5. Click on the Bot Training tab
6. In Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).

    
5.  Click on the **Bot** **Training** tab
6.  In Knowledge Base, select the Knowledge Base you just **created or updated** (including the new Rich Text, Tables, and Files sources).
    
    
![Step 6 of 6: In Knowledge Base, select the Knowledge Base you just created or…](https://jumpshare.com/share/gBFRJrm2iZ5xxiGxKRvQ+/GIF+Recording+2025-10-03+at+6.06.29+PM.gifhttps://jumpshare.com/share/gBFRJrm2iZ5xxiGxKRvQ+/GIF+Recording+2025-10-03+at+6.06.29+PM.gif)

**Step 6 of 6: In Knowledge Base, select the Knowledge Base you just created or…**

This animation accompanies step 6 of 6 in the "Step 3: Attach the Knowledge Base to a Conversation AI Bot" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you in Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).
- What to choose: In Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).
- Controls: created or updated, Conversation, AI, Agent, List, + Create Bot, bot’s name, three dots, Edit, Bot, Training

Full procedure:

1. In AI Agents, click Conversation AI.
2. Click on the Agent List tab.
3. To create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)
4. To edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
5. Click on the Bot Training tab
6. In Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).  <- this image

    

### **Step 4:** Test Knowledge Base Retrieval

1.  Go to **AI Agents → Knowledge Base** and open the Knowledge Base you want to test.
2.  Wait for newly added or updated content to finish processing or indexing.
3.  Open the **Knowledge Base Retrieval Tester**.
4.  Enter realistic customer-style questions.
5.  Review the answer and retrieved sources.
6.  Update your Knowledge Base if sources are missing, incomplete, outdated, or irrelevant.
7.  Retest the same question to confirm the correct content is retrieved.
8.  After retrieval looks correct, test the full Conversation AI bot experience from the bot testing window.
    
    
![Step 8 of 8: After retrieval looks correct, test the full Conversation AI bot…](https://jumpshare.com/share/O54smx8AAimKSN23CJUp+/Screen+Shot+2025-10-03+at+6.26.05+PM.png)

**Step 8 of 8: After retrieval looks correct, test the full Conversation AI bot…**

This screenshot accompanies step 8 of 8 in the "Step 4: Test Knowledge Base Retrieval" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you after retrieval looks correct, test the full Conversation AI bot experience from the bot testing window.
- What this covers: After retrieval looks correct, test the full Conversation AI bot experience from the bot testing window.
- Controls: AI Agents → Knowledge Base, Knowledge Base Retrieval Tester

Full procedure:

1. Go to AI Agents → Knowledge Base and open the Knowledge Base you want to test.
2. Wait for newly added or updated content to finish processing or indexing.
3. Open the Knowledge Base Retrieval Tester.
4. Enter realistic customer-style questions.
5. Review the answer and retrieved sources.
6. Update your Knowledge Base if sources are missing, incomplete, outdated, or irrelevant.
7. Retest the same question to confirm the correct content is retrieved.
8. After retrieval looks correct, test the full Conversation AI bot experience from the bot testing window.  <- this image

    

### **Step 5:** Inspect Which Knowledge Chunks Powered the Reply

1.  From your sub‑account dashboard, go to **Conversations**.
2.  **Open a conversation** where the Conversation AI bot posted a reply.
3.  Next to that AI message, click **AI Response Info** button.
    
    
![Step 3 of 4: Next to that AI message, click AI Response Info button](https://jumpshare.com/share/Yz0eU8MG6IMNk66ionlP+/Screen+Shot+2025-10-03+at+6.31.47+PM.png)

**Step 3 of 4: Next to that AI message, click AI Response Info button**

This screenshot accompanies step 3 of 4 in the "Step 5: Inspect Which Knowledge Chunks Powered the Reply" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you next to that AI message, click AI Response Info button. The next step is to open Knowledge Chunks to see up to three chunks used for that answer.
- What to click: Next to that AI message, click AI Response Info button.
- Controls: AI Response Info, Conversations, Open a conversation, Knowledge Chunks
- Next: Open Knowledge Chunks to see up to three chunks used for that answer.

Full procedure:

1. From your sub‑account dashboard, go to Conversations.
2. Open a conversation where the Conversation AI bot posted a reply.
3. Next to that AI message, click AI Response Info button.  <- this image
4. Open Knowledge Chunks to see up to three chunks used for that answer.

    
4.  Open **Knowledge Chunks** to see up to three chunks used for that answer.
    
    
![Step 4 of 4: Open Knowledge Chunks to see up to three chunks used for that answer](https://jumpshare.com/share/DrYl5yFdACC92Gkv9yVg+/Screen+Shot+2025-10-03+at+6.34.44+PM.png)

**Step 4 of 4: Open Knowledge Chunks to see up to three chunks used for that answer**

This screenshot accompanies step 4 of 4 in the "Step 5: Inspect Which Knowledge Chunks Powered the Reply" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". At this point in the walkthrough you open Knowledge Chunks to see up to three chunks used for that answer.
- Where to go: Open Knowledge Chunks to see up to three chunks used for that answer.
- Controls: Knowledge Chunks, Conversations, Open a conversation, AI Response Info

Full procedure:

1. From your sub‑account dashboard, go to Conversations.
2. Open a conversation where the Conversation AI bot posted a reply.
3. Next to that AI message, click AI Response Info button.
4. Open Knowledge Chunks to see up to three chunks used for that answer.  <- this image

    

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## **Frequently Asked Questions**

**Q: **Do I need to retrain the bot after adding a file, table, or other Knowledge Base source?**  
**No. After the source is saved and processing/indexing is complete, the Knowledge Base can retrieve the updated content. For best results, use the Knowledge Base Retrieval Tester to confirm the new source is being retrieved before relying on it in live conversations.

**Q: What file types are supported?**

PDF, DOC/DOCX, PPT/PPTX, TXT, and CSV (for tables).

**Q: What is the maximum number of columns that can be parsed in a table?  
**Import CSV files with up to **500** **columns** and **select** the **20** **most** **relevant** **columns**

**Q: Can I combine tables, rich text, and URLs in one knowledge base?**

Absolutely. The retrieval pipeline treats every chunk equally, then re-ranks for best match.

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## **Related Articles**

-   [Conversation AI Bot - Explained](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-bot-explained)
-   [Setting Up Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/how-to-set-up-a-conversation-ai-bot)
-   [Training Your Conversation AI Bot](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-training-bots/training-your-conversation-ai-bot)
-   [Conversation AI Agents Dashboard](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-agents-dashboard)
-   [How to Use Conversation AI to Book Appointments](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/appointment-booking-in-conversation-ai)
-   [AI Agents Knowledge Base Tables](https://docs.ghlcustomercare.com/docs/ai-employee/knowledge-bases/ai-employee-knowledge-base-tables)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com