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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.

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  1. Key Benefits of Knowledge Sources Support & Quality Upgrades
  2. Smarter Retrieval with Re-Ranking
  3. Expanded Data Type Support
  4. Crystal-Clear Source Attribution
  5. How To Setup & Use Knowledge Sources Support
  6. Step 1: Create or Open a Knowledge Base
  7. Step 2: Add Knowledge Sources
  8. Step 3: Attach the Knowledge Base to a Conversation AI Bot
  9. Step 4: Test Knowledge Base Retrieval
  10. Step 5: Inspect Which Knowledge Chunks Powered the Reply
  11. Frequently Asked Questions
  12. Related Articles

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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.

TABLE OF CONTENTS

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.

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.

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.

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.

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.

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 What this shows Step 2 of 5: From the left‑hand menu, click on the AI Agents tab. What this shows Shows what to click for step 2 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 2 of 5Image 1 of 12 What to clickFrom the left‑hand menu, click on the AI Agents tab.
    Buttons and menus referenced AI AgentsKnowledge Base+ Create Knowledge Base.Edit an existing Knowledge BasenamethreedotsEdit
    Next stepClick on the Knowledge Base tab.
    All 5 steps in this 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 What this shows Step 3 of 5: Click on the Knowledge Base tab. What this shows Shows what to click for step 3 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 3 of 5Image 2 of 12 What to clickClick on the Knowledge Base tab.
    Buttons and menus referenced Knowledge BaseAI Agents+ Create Knowledge Base.Edit an existing Knowledge BasenamethreedotsEdit
    Next stepClick + Create Knowledge Base buttonto create a new one.
    All 5 steps in this 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 What this shows Step 4 of 5: Click + Create Knowledge Base buttonto create a new one. What this shows Shows what to click for step 4 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 4 of 5Image 3 of 12 What to clickClick + Create Knowledge Base buttonto create a new one.
    Buttons and menus referenced + Create Knowledge Base.AI AgentsKnowledge BaseEdit an existing Knowledge BasenamethreedotsEdit
    Next stepor Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.
    All 5 steps in this 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… What this shows Step 5 of 5: or Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit. What this shows Shows what to choose for step 5 of 5 in the "Step 1: Create or Open a Knowledge Base" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 5 of 5Image 4 of 12 What to chooseor Edit an existing Knowledge Base by clicking the Knowledge Base name, or click the three dots and choose Edit.
    Buttons and menus referenced Edit an existing Knowledge BasenamethreedotsEditAI AgentsKnowledge Base+ Create Knowledge Base.
    All 5 steps in this 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 What this shows Step 3 of 3: Upload Tables, Files or add Rich Text. What this shows Shows what this covers for step 3 of 3 in the "Step 2: Add Knowledge Sources" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 3 of 3Image 5 of 12 What this coversUpload Tables, Files or add Rich Text.
    Buttons and menus referenced + Add Source
    All 3 steps in this 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 What this shows Step 2 of 6: Click on the Agent List tab. What this shows Shows what to click for 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". 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). Step 2 of 6Image 6 of 12 What to clickClick on the Agent List tab.
    Buttons and menus referenced AgentListConversationAI+ Create Botbot’s namethree dotsEditBotTrainingcreated or updated
    Next stepTo create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)
    All 6 steps in this 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)
    Step 3 of 6: To create a new bot, click + Create Bot. (Check out our detailed guide… What this shows Step 3 of 6: To create a new bot, click + Create Bot. What this shows Shows what to click for 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". 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. Step 3 of 6Image 7 of 12 What to clickTo create a new bot, click + Create Bot. (Check out our detailed guide on Setting Up Conversation AI)
    Buttons and menus referenced + Create BotConversationAIAgentListbot’s namethree dotsEditBotTrainingcreated or updated
    Next stepTo edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
    All 6 steps in this 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… What this shows Step 4 of 6: To edit an existing bot, click the bot’s name, or click the three dots and choose Edit. What this shows Shows what to choose for 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". 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. Step 4 of 6Image 8 of 12 What to chooseTo edit an existing bot, click the bot’s name, or click the three dots and choose Edit.
    Buttons and menus referenced bot’s namethree dotsEditConversationAIAgentList+ Create BotBotTrainingcreated or updated
    Next stepClick on the Bot Training tab
    All 6 steps in this 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… What this shows Step 6 of 6: In Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources). What this shows Shows what to choose for 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". 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). Step 6 of 6Image 9 of 12 What to chooseIn Knowledge Base, select the Knowledge Base you just created or updated (including the new Rich Text, Tables, and Files sources).
    Buttons and menus referenced created or updatedConversationAIAgentList+ Create Botbot’s namethree dotsEditBotTraining
    All 6 steps in this 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… What this shows Step 8 of 8: After retrieval looks correct, test the full Conversation AI bot experience from the bot testing window. What this shows Shows what this covers for step 8 of 8 in the "Step 4: Test Knowledge Base Retrieval" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 8 of 8Image 10 of 12 What this coversAfter retrieval looks correct, test the full Conversation AI bot experience from the bot testing window.
    Buttons and menus referenced AI Agents → Knowledge BaseKnowledge Base Retrieval Tester
    All 8 steps in this 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 What this shows Step 3 of 4: Next to that AI message, click AI Response Info button. What this shows Shows what to click for step 3 of 4 in the "Step 5: Inspect Which Knowledge Chunks Powered the Reply" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 3 of 4Image 11 of 12 What to clickNext to that AI message, click AI Response Info button.
    Buttons and menus referenced AI Response InfoConversationsOpen a conversationKnowledge Chunks
    Next stepOpen Knowledge Chunks to see up to three chunks used for that answer.
    All 4 steps in this 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 What this shows Step 4 of 4: Open Knowledge Chunks to see up to three chunks used for that answer. What this shows Shows where to go for step 4 of 4 in the "Step 5: Inspect Which Knowledge Chunks Powered the Reply" section of "Conversation AI - New Knowledge Sources & Quality Upgrades". 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. Step 4 of 4Image 12 of 12 Where to goOpen Knowledge Chunks to see up to three chunks used for that answer.
    Buttons and menus referenced Knowledge ChunksConversationsOpen a conversationAI Response Info
    All 4 steps in this 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

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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