Overview

The knowledge base is the material your assistants consult to answer your leads: policies, price tables, manuals, frequently asked questions. Each item can be created from a text or from an uploaded file.

Scope: global or assistant-specific

Every knowledge item has a scope, defined by the assistant_id field:

`assistant_id`	Scope	Who can see it
absent or `null`	Global	Every assistant in the tenant
An assistant’s UUID	Exclusive	Only that assistant

An exclusive item belongs to a single assistant. To share the same material across a few assistants — but not all of them — keep the item global and use exclusions.

Exclusions: narrowing down a global item

Global items accept an excluded_assistant_ids list. The assistants on that list stop seeing that knowledge, even though it is global.

Global item "Price table"
  excluded_assistant_ids: ["support-assistant"]

  → Sales Assistant   ✅ sees it
  → Support Assistant ❌ does not see it

Exclusions only apply to global items. Trying to exclude an assistant from an item that already has assistant_id filled in returns 409.

Accepted file formats

Category	Extensions
Text	`.txt`, `.md`, `.mdx`, `.rst`, `.adoc`
Document	`.pdf`, `.html`
Spreadsheet	`.xlsx`, `.xls`, `.csv`

The limit is 10 MB per file. The content is extracted as text and indexed — images inside the file are not interpreted.

Usage instruction

The optional usage_instruction field (up to 2000 characters) tells the assistant when to rely on that knowledge. It is useful when you have several similar items:

{
  "name": "2026 price table",
  "usage_instruction": "Use only when the lead asks about prices. Never quote prices from previous years."
}

Knowledge object

{
  "id": "9f1c2d34-5678-4abc-9def-0123456789ab",
  "tenant_id": "d6b10acc-2307-413f-a4de-4c2edf3f9a70",
  "name": "Return policy",
  "description": "Exchange and return rules",
  "content": "Returns within 30 days with the receipt...",
  "source_url": null,
  "usage_instruction": "Use when the lead asks about exchanges or returns.",
  "assistant_id": null,
  "excluded_assistant_ids": ["3f8a1b2c-4d5e-6f70-8192-a3b4c5d6e7f8"],
  "created_at": "2026-01-15T10:30:00Z",
  "updated_at": "2026-02-02T09:12:00Z"
}

Field	Type	Description
`id`	UUID	Knowledge item identifier
`tenant_id`	UUID	Organization that owns the item
`name`	string	Display name (1–255 characters)
`description`	string	Free-form description (up to 1000 characters)
`content`	string	Indexed text
`source_url`	string \| null	Filled in when the item came from a URL
`usage_instruction`	string \| null	When to use this knowledge (up to 2000)
`assistant_id`	UUID \| null	`null` = global
`excluded_assistant_ids`	array	Assistants without access (global items only)

Endpoints

Method	Route	Description
`GET`	`/backend/knowledge`	List
`GET`	`/backend/knowledge/{id}`	Retrieve
`POST`	`/backend/knowledge`	Create
`PUT`	`/backend/knowledge/{id}`	Update
`DELETE`	`/backend/knowledge/{id}`	Delete
`PUT`	`/backend/knowledge/{id}/exclusions`	Set exclusions
`POST`	`/backend/knowledge/{id}/exclusions/{assistantId}`	Exclude an assistant
`DELETE`	`/backend/knowledge/{id}/exclusions/{assistantId}`	Restore an assistant

Every endpoint operates only on the knowledge of the organization that owns the API key used in the request. It is not possible to read or change data from another organization.

Leads

Status

Tags

Knowledge Base

Pipeline (CRM)

Webhooks

Custom Fields

Cadences

Conversations

Messages

Departments

File Uploads

Templates (Meta/Gupshup)

Follow-up

Overview

Scope: global or assistant-specific

Exclusions: narrowing down a global item

Accepted file formats

Usage instruction

Knowledge object

Endpoints

​Scope: global or assistant-specific

​Exclusions: narrowing down a global item

​Accepted file formats

​Usage instruction

​Knowledge object

​Endpoints

Scope: global or assistant-specific

Exclusions: narrowing down a global item

Accepted file formats

Usage instruction

Knowledge object

Endpoints