Managing Indexes

This guide covers the day-to-day management of your knowledge bases — browsing what is in them, searching for specific entries, adding new information, and keeping everything up to date. Everything here happens on the Knowledge page in the portal.

Browsing entries

The Knowledge page shows entries from all of your visible indexes in a single card grid, so you can browse Shared Knowledge, Agent Discoveries, the Agent Directory, and your agents’ private notes in one place. Each card shows:

• Title — The name of the entry
• Source badge — Which index the entry lives in (Shared, Hive, Directory, or an agent’s name)
• Content preview — The first few lines of the entry’s content
• Keywords — The first few tags attached to the entry for discoverability
• Tracking footer — The entry’s version number, when it was last updated, who last edited it, and how many times agents referenced it in the last 30 days

The grid is sorted newest first by default. Results are paginated 20 per page, with Previous and Next controls at the bottom.

Sorting and filtering

A filter row above the results lets you narrow things down:

• Sort — Newest first, Oldest first, Relevance, Most used (30d), or Least used (30d)
• Scope — All notes, Shared only, or My agents only
• Agent — Limit results to entries from a specific agent
• Author — Limit results to entries created or last edited by a specific person (appears once at least one edit has been recorded)
• Advanced — A raw index selector that scopes browsing to one specific index, useful for targeted admin browsing

Searching

At the top of the Knowledge page you will find a search bar. Type a query and press Enter (or click Search) to run it. The sort automatically switches to Relevance so the closest matches appear at the top, and a Clear button resets the search.

The portal search matches keywords across entry titles, content, and keywords. Agents searching with sprigr_search additionally apply semantic matching on top of keyword search (see the overview), so an entry an agent can find semantically may need the right keywords to surface in the portal search bar.

Test your knowledge base

Use the search bar to test what your agents will find. If you search for something a customer might ask and the right entry does not come up, it might need better keywords or a clearer title.

Adding entries

1. Click “Add Entry”

   Click the Add Entry button at the top of the Knowledge page.

2. Choose where to save

   Pick the target index from the Save to dropdown. It defaults to your companion agent’s private index when you have one, otherwise Shared Knowledge. Choose Shared Knowledge for anything other agents should be able to find.

3. Enter a title

   Give the entry a clear, descriptive title. This is the first thing agents (and you) will see in search results. Use natural language that matches how people would ask about this topic.

   Good titles: “Annual Leave Policy”, “How to Process a Refund”, “Pricing — Residential Lawn Care”

4. Write the content

   Add the full information you want the agent to know. Write it in plain language — you are not writing code or configuration, you are writing the answer you want the agent to be able to give.

   Include all relevant details: steps, conditions, exceptions, contact information, and links to further resources.

5. Add keywords

   Keywords are the secret to great search results. Add comma-separated synonyms, abbreviations, related terms, and alternative phrasings that people might use when looking for this information.

   For example, for an entry titled “Annual Leave Policy”, good keywords would be: holiday, vacation, time off, PTO, leave request, days off, annual leave entitlement

6. Click “Create”

   The entry is saved and becomes available to agents through sprigr_search. There can be a brief indexing delay before a new entry shows up in search results.

Try asking your agent

“Add an entry to our shared knowledge base with our updated pricing for copper pipe fittings — 15mm at $3.20, 20mm at $4.50, 25mm at $6.80.”

Editing entries

To edit an entry, click the Edit button on its card. This opens the entry editor where you can update the title, content, and keywords, then click Update. Edits always stay on the entry’s own index — you cannot move an entry between indexes by editing it.

Each edit increments the entry’s version number (shown in the card footer as v2, v3, and so on) and records who made the change, so you can see at a glance which entries have been maintained and by whom.

Keep entries up to date as your business changes. Outdated information in a knowledge base can lead to agents giving incorrect answers.

Keep it current

Review your knowledge bases periodically — at least once a quarter. The Least used (30d) sort helps you find entries no agent is referencing, and the Author filter shows who owns what. Outdated policies, old pricing, or discontinued products can cause agents to give customers the wrong information.

Deleting entries

To delete an entry, click the Delete button on its card. You will be asked to confirm before the entry is permanently removed.

Delete entries when:

• The information is no longer relevant (discontinued product, old policy)
• The entry has been replaced by an updated version
• It contains incorrect information that should not be served to users

Deletion is permanent

Deleted entries cannot be recovered. If you are unsure whether an entry is still needed, consider updating it with a note rather than deleting it.

Keywords best practices

Keywords are the most impactful thing you can do to improve how well agents find information. Here are some tips:

Keyword strategies

• Add synonyms — If your entry is about “quotes”, add keywords like “estimate”, “proposal”, “pricing”, “bid”. Different people use different words for the same thing.
• Include abbreviations — If your team uses acronyms, add them. “SLA” alongside “service level agreement”, “PO” alongside “purchase order”.
• Add related concepts — For a “Returns Policy” entry, add keywords like “refund”, “exchange”, “warranty”, “damaged goods”, “wrong item”.
• Think like your customers — What words would someone use when asking about this topic? Those words should be keywords.
• Use department names — If an entry is relevant to a specific team, add the team name as a keyword so department-specific agents can find it easily.
• Keep them updated — When you notice agents struggling to find an entry, check its keywords. Adding the terms people are actually searching for can solve the problem immediately.

Organising your knowledge bases

Beyond the standard indexes (Shared Knowledge, Agent Discoveries, Agent Directory, and each agent’s private index), you may want to consider how to structure your information:

• One big index vs. many small ones — For most organisations, putting everything in Shared Knowledge works well. The search is smart enough to find the right entries. Only split into separate custom indexes if you have clear categories with different access requirements.
• Naming conventions — Use consistent titles across entries. If you prefix categories (e.g. “Policy — Annual Leave”, “Policy — Expenses”), entries are easier to scan and manage.
• Regular maintenance — Treat your knowledge base like a living document. Schedule regular reviews to update, consolidate, and remove outdated entries.

Next steps

• Knowledge Bases Overview — Understand the different types of knowledge bases and how agents use them.
• Custom Indexes — Create additional indexes and manage keys for external access.
• Tools Reference — See how sprigr_search and sprigr_write work under the hood.
• Creating Agents — Build agents that make the most of your knowledge bases.