Knowledge Base Overview

The Knowledge Base is the central place in GHL Customer Care where users create, organize, and manage source content for supported AI tools. The refreshed Knowledge Base UI improves visibility with a Summary view, organizes data sources into tabs, and provides a more consistent management experience across GHL Customer Care. 

Use this guide to understand the landing page, source tabs, user access, testing options, and what changed in the refreshed interface.

TABLE OF CONTENTS

• Knowledge Base Overview
• Knowledge Base Landing Page
• Key Benefits of the Refreshed Knowledge Base UI
• What’s New in the Knowledge Base UI
  • Summary View
  • Tabbed Data Sources
  • Centralized Federated Component
• Knowledge Base Sources (Tabbed Layout)
• Who This Interface Is For
• What Did Not Change
• Rollout & Availability
• Frequently Asked Questions
• Related Articles

Knowledge Base Overview

The Knowledge Base Overview explains how to navigate and manage Knowledge Bases in GHL Customer Care. A Knowledge Base stores source content, such as website pages, FAQs, tables, rich text, and uploaded files, so supported AI tools can retrieve relevant information when answering questions.

The refreshed interface gives admins and editors a clearer way to see what content exists, where it comes from, and how it is managed. It includes a Summary view, tabbed data sources, and a centralized Knowledge Base component used across supported GHL Customer Care products.

Navigation Path: AI Agents → Knowledge Base

Knowledge Base Landing Page

From the Knowledge Base landing page, you can view all existing Knowledge Bases, create new ones, and open a Knowledge Base to manage its sources.

Screenshot

Key Benefits of the Refreshed Knowledge Base UI

The refreshed Knowledge Base UI helps users manage AI-ready content with less confusion. Instead of searching across disconnected pages, users can review Knowledge Base structure, source counts, and source-specific controls from a more organized layout.

• Improve source visibility: See what content exists and where it comes from.
• Navigate faster: Use source tabs to manage each source type without switching pages.
• Centralize management: Create, open, review, and manage Knowledge Bases from one area.
• Support consistent AI setup: Use a shared Knowledge Base experience across supported products.
• Maintain content more easily: Review source counts, add new sources, and update existing content.
• Reduce setup confusion: Give admins and editors a clearer structure for managing AI-ready content. 

What’s New in the Knowledge Base UI

Summary View

Each Knowledge Base now opens with a Summary view. This view provides a high-level snapshot of the Knowledge Base, including connected sources and overall structure, helping you quickly understand its current state.

Tabbed Data Sources

All data sources are now organized into individual tabs. Each tab represents a specific source type, making it easier to manage and review content without switching pages. Additional data sources will appear as new tabs as they are released.

Centralized Federated Component

The Knowledge Base now uses a shared, federated component across multiple products. This ensures a consistent layout, navigation, and management experience wherever the Knowledge Base appears in GHL Customer Care.

Knowledge Base Sources (Tabbed Layout)

When you open a Knowledge Base, supported source types appear as tabs, such as:

• Web Crawler

• FAQ

• Web Search

• Tables

• Rich Text

• File Upload

Each tab shows the number of connected items and provides actions to add or manage sources.

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Who This Interface Is For

The refreshed Knowledge Base UI is designed for:

• Admins managing Knowledge Bases and data sources

• Editors curating and maintaining knowledge content

Viewer-only users can consume content but do not see management controls.

What Did Not Change

This update does not affect:

• How content is written or edited

• Permissions or access levels

• Indexing logic or AI behavior

• Existing Knowledge Bases or sources

Rollout & Availability

The refreshed Knowledge Base UI is rolling out progressively. If you do not yet see the Summary view or tabbed data sources, they will appear automatically as the update reaches your account. No action is required.

Frequently Asked Questions

Q: What is the Summary view?
The Summary view provides a high-level snapshot of a Knowledge Base, including connected sources and overall structure.

Q: Does the Summary view replace individual source tabs?
No. The Summary view gives a broad overview, while each source tab contains source-specific details and management options.

Q: Can I add multiple sources of the same type?
Yes. You can add multiple sources under the same source tab where supported.

Q: Which source types can appear as tabs?
Source tabs may include Web Crawler, FAQ, Web Search, Tables, Rich Text, and File Upload.

Q: Why do I not see management controls?
Your user permissions may not allow source management. Viewer-only users can consume content where permitted but do not see management controls.

Q: Will the refreshed UI change existing Knowledge Bases?
No. Existing Knowledge Bases and sources remain available. The refresh changes navigation and visibility, not existing content.

Q: Does the refreshed UI change indexing or AI behavior?
No. The update does not change indexing logic or AI behavior.

Q: Why do I not see the new UI yet?
The refreshed Knowledge Base UI is rolling out progressively. It will appear automatically when the update reaches the account.

Q: How do I test whether Knowledge Base content is retrievable?
Use the Knowledge Base Retrieval Tester to ask sample questions and review which sources are returned.

Q: Does creating a Knowledge Base automatically connect it to an AI agent?
No. The Knowledge Base must be connected or attached to the relevant AI product, agent, or tool before it can support AI responses.

Q: Which source type should I use?
Use Web Crawler for website content, FAQ for direct question-and-answer content, Tables for structured CSV data, Rich Text for manually written content, and File Upload for supported document files.

Related Articles

• Auto Refresh of Knowledge Base Trained Links

• How to Use the AI Agent Studio in GHL Customer Care