Knowledge Bases Overview

Knowledge bases are how your agents know about your business. They are searchable collections of information — company policies, product details, process guides, customer data, and anything else your agents need to answer questions accurately and make good decisions.

What knowledge bases are

A knowledge base is a searchable index of entries. Each entry has a title, content, and keywords. When an agent needs information during a conversation, it searches the relevant knowledge base and uses the results to inform its response.

Without knowledge bases, agents can only rely on their general training and the persona you wrote. With knowledge bases, they have access to your organisation’s specific information — the details that make their answers accurate and useful.

Try asking your agent

“Search our knowledge base for the warranty terms on Rinnai hot water systems.”

“Save this to the knowledge base: Our standard callout fee is $120 for the first hour, then $80 per hour after that. Emergency after-hours rate is $180 per hour.”

Standard indexes

Every Sprigr Teams organisation organises its knowledge into a set of standard indexes. Indexes are created automatically the first time something is stored in them — a brand-new organisation starts with an empty Knowledge page until an agent (or you) saves the first entry.

Shared Knowledge

The main company-wide knowledge base. This is where you put information that any agent might need:

• Company policies and procedures
• Product and service descriptions
• Pricing information
• FAQs and standard responses
• How-to guides and process documentation

Every agent in the company can search Shared Knowledge during conversations, and agents save company-wide facts here using the sprigr_write tool.

Agent Discoveries

Populated automatically by the platform. When one agent delegates a task to another, Sprigr Teams extracts the key business facts and decisions from the response and saves them here as collective knowledge that all agents can draw from. Over time, this becomes an ever-growing library of insights.

Note

Agent Discoveries is populated by the platform, not by you. It grows organically as agents delegate work to each other. You can review, edit, and delete entries from the Knowledge page — see Managing Indexes.

Agent Directory

An automatically maintained index of all agents in your organisation — who they are and what they can do. Other agents (and your companion agent) use this to figure out which specialist to delegate a task to.

You do not need to maintain this manually. The platform updates it as you create, modify, and remove agents.

Private agent knowledge

Each agent also has a private index that only it can access, used for personal notes and reminders (agents choose the private scope when saving). A companion agent’s private notes are visible only to the person that companion belongs to — not to other team members, and not to admins or owners.

Agents will not store credentials

When an agent is asked to save something that looks like a password, API key, token, or other secret, it refuses and recommends a password manager instead. Knowledge bases are durable, shared surfaces — credentials do not belong in them.

How agents search

When an agent searches a knowledge base, Sprigr Teams uses hybrid search — a combination of two approaches:

• Keyword search — Finds entries that contain the exact words or phrases the agent is looking for. Fast and precise for specific terms like product names, job numbers, or policy titles.
• Semantic search — Understands the meaning behind the query and finds entries that are conceptually related, even if they use different words. For example, searching for “employee time off” would match entries about “annual leave policy” or “vacation requests”.

The two approaches are combined to give agents the best of both worlds — precision when exact terms match, and flexibility when the user phrases things differently.

Keywords matter

When adding entries to a knowledge base, include relevant keywords and synonyms. If your company calls something a “work order” but customers say “job”, add both terms as keywords. This dramatically improves search accuracy. See Managing Indexes for more details.

Use cases

Company documents

Add your employee handbook, safety policies, operational procedures, and company guidelines as entries. Agents can instantly answer questions like “What is our refund policy?” or “How do I submit a leave request?”

Product and service info

Add your product catalogue, service descriptions, pricing sheets, and technical specifications. Agents can help customers find the right product, provide accurate pricing, and explain features.

Process guides

Document your internal workflows — how to process a return, onboard a new client, schedule a technician, or close out a job. Agents follow these guides step by step when helping users.

Customer data

Store customer profiles, account details, and interaction history. Agents can look up a customer’s past orders, preferences, and outstanding issues to provide personalised service.

Next steps

• Managing Indexes — Learn how to add, edit, search, and delete entries in your knowledge bases.
• Custom Indexes — Create additional indexes with private, company, or public scope, and manage keys for external access.
• Collections — Typed, deduplicated, faceted record sets for structured data your agents track and reconcile over time.
• Tools Reference — See how agents use sprigr_search and sprigr_write to interact with knowledge bases.
• Creating Agents — Set up agents that can use your knowledge bases to answer questions.