**The AI Knowledge Base in [Papo](https://papo.global/) is the central repository where you add documents with your company's information. The Captain assistant consults these files using RAG (Retrieval-Augmented Generation) technology to generate automatic responses based on your content, instead of relying on generic answers or rigid flows.**

With a well-structured base, the Captain learns from manuals, policies, FAQs, product guides, and any text material you upload. This way, every response on WhatsApp or other channels reflects exactly what your company wants to communicate.

| Concept | What it means | Why it matters |
| :--- | :--- | :--- |
| **Knowledge Base** | Repository with the documents that feed the AI | It is the official source the Captain uses to respond |
| **RAG** | Retrieval-Augmented Generation | The AI searches for relevant excerpts in your files before generating the response |
| **Reference documents** | Manuals, FAQs, policies, guides, terms of service | Provide specific context for accurate responses |
| **Synchronization** | Process that makes the document available to the AI | After upload, the content is consulted by the Captain |

## What is the AI Knowledge Base?

The Knowledge Base is the set of files you make available to train the virtual assistant. Instead of responding with generic information from the internet, the Captain first consults this exclusive repository. When a customer asks something, the AI retrieves the most relevant excerpts from your documents and formulates a cohesive response in the tone defined for the assistant.

This operation differs from traditional chatbots, which follow fixed scripts. With the Knowledge Base, the Captain can handle a much wider variety of questions, as long as the content is in the uploaded files.

## How does the Knowledge Base feed the Captain's responses?

The process uses RAG in two steps:

1. **Retrieval:** the system locates excerpts in the documents that correspond to the customer's question.
2. **Generation:** the AI uses these excerpts as a basis to create a natural, contextualized response.

This applies to service on WhatsApp, website chat, or any inbox connected to Papo. If a policy changes, simply update the document in the base: the Captain starts using the new information in the next responses, without having to rewrite flows or commands.

## How to add documents to train the Captain

The general flow for creating and feeding the base is:

1. **Access the Knowledge Base module** in the Papo dashboard.
2. **Create or select a base.** You can have multiple bases organized by subject, such as "Products," "Finance," or "Exchange Policies."
3. **Upload the documents.** Send files with FAQs, specifications, manuals, terms of service, usage guides, or any text content relevant to customer service.
4. **Wait for processing and synchronization.** The platform processes the files and makes them searchable for the AI. The document list shows name, upload date, and synchronization status.
5. **Associate the base with the Captain assistant.** From that moment on, informative responses consult the content of the active documents.

The exact interface may vary depending on the platform version, but the logical flow is the same: create the base, add the files, and let the AI consult that content.

## How to organize information for better responses

A clean, well-organized base helps the Captain find the right content faster. Some recommended practices:

- **Create bases by theme.** Separate subjects like "Products," "Finance," and "Technical Support" to facilitate maintenance.
- **Use folders in the File Center** to categorize documents before linking them to the base. This helps control versions and prevents lost files.
- **Keep only necessary documents.** Excessive accumulation can dilute response accuracy.
- **Replace outdated documents.** Papo does not offer a built-in text editor to change an already uploaded file. To edit, delete the old document and upload the revised version. After deletion, the AI immediately stops consulting that content.
- **Avoid duplicates.** Repeated documents on the same topic can confuse the search; remove obsolete ones when uploading a new version.

## When the Knowledge Base makes sense

The feature is useful for any business that wants to automate customer service with its own information:

- **E-commerce and retail:** answer questions about products, shipping, exchanges, and policies.
- **SaaS and technology:** provide first-level support on features, plans, and configuration.
- **Professional services:** inform about scheduling, pricing, coverage areas, and conditions.
- **Education:** answer questions about courses, enrollment, and selection processes.
- **B2B operations:** make complex technical and commercial content available quickly.

## Frequently Asked Questions

### What types of documents can I use to feed the AI?
You can use text-based documents such as PDFs, DOCX, TXT, and compatible formats. They should contain the information you want to automate: FAQs, manuals, policies, guides, terms of service, and similar materials.

### Does the AI change responses immediately after upload?
After synchronization is complete, the document becomes available to the AI in moments. If you replaced an old file with a new version, the Captain automatically starts using the new content in the next responses.

### Can I edit an already uploaded document?
The platform does not have a built-in text editor. To make an edit effective, delete the old file and upload a new version with the desired corrections.

### How many documents can I have in a single Knowledge Base?
There is no strict published limit, but it is recommended to keep only the files that are truly necessary. Lean bases tend to generate more accurate responses.

### How do I know if a document has been processed?
The base's document list shows name, upload date, and synchronization status. You can track there whether the file is already active for the AI to consult.

### What should I do if I accidentally delete a document?
Simply upload the same file to the base again. After synchronization, the AI will use it again within moments.

## Read also

- How to train the Captain with transcripts of old calls: [read article](/hc/papo/articles/how-to-train-capitao-with-call-transcripts)
- How to customize the Captain's tone of voice for different audiences: [read article](/hc/papo/articles/customize-captain-tone-of-voice-different-audiences)

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