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Knowledge Base Docs 1 The knowledge base gives your agent access to your own content — product docs, support articles, company policies, pricing pages, FAQs. When a user asks a question, the agent retrieves the most relevant content and uses it to generate an accurate, grounded response. Instead of scripting every possible answer, you upload your content once and let the agent find what it needs.

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Adding a data source

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Press 'Add data sources'

Select the type of data you’d like to importAdding Data Sources Docs

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Data types

Voiceflow supports an array of data sources:
TypeWhat it imports
Web page(s)One or more URLs — paste each on a new line. Must be publicly accessible.
SitemapAll pages from a site via sitemap URL. Ideal for full help centers or doc sites.
Docs.pdf, .txt, or .docx files up to 10 MB. Only text content is imported.
Table.csv or .xlsx files up to 10 MB. Each row is a chunk; column headers become field names.
Plain textPaste raw content directly.
ZendeskImport articles directly from your Zendesk knowledge base.
ShopifyImport product catalouges, inventory data and SKU info.
You an also impport and manage data sources through the Knowledge base API.

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Refresh rate

For URL and integration data sources, set a refresh rate to keep your knowledge base in sync with the source. You can do this on import, or retroactively by pressing the checkbox next to the data source or folder.
OptionBest for
NeverStatic content that won’t change
DailyFrequently updated content (blogs, news sites)
WeeklyOccasionally updated content (support centers)
MonthlyStable content (policies, pricing pages)

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LLM chunking strategies

When your agent queries the knowledge base, it finds chunks of content most similar to the user’s question. LLM chunking strategies use AI to split your content into optimized chunks — improving retrieval quality and helping your agent find useful answers. Chunking Strategies Docs
StrategyDescriptionBest for
Smart chunkingBreaks content into logical sections grouped by topicComplex documents with varied topics (policy docs, course catalogs)
FAQ optimizationGenerates sample questions each section could answerProduct info, help center content
Remove HTML and noiseCleans up messy formatting to make text easier to processBlog posts, markdown-heavy docs, CMS exports
Add topic headersAdds brief summaries at the start of each sectionLong documents needing context (research papers, onboarding guides)
SummarizeKeeps only key points and removes fillerDense, lengthy content (legal agreements, strategy briefs)
LLM chunking strategies consume credits on each sync. If your content doesn’t change often, reduce your refresh rate to avoid unnecessary credit usage. No credits are consumed when syncing without an LLM chunking strategy selected.
Chunking strategies aren’t one-size-fits-all. Experiment with different combinations on each data source to find what gets your agent the best results.

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Metadata

Attach metadata to any data source to filter what gets returned when your agent queries the knowledge base. Useful when you have multiple brands, product lines, locales, or subscription tiers and your agent needs to make sure the right information reaches the right users. For example, if you have different policies for enterprise and self-serve customers, tag each data source with plan: enterprise or plan: self-serve and filter queries accordingly. Click + in the Metadata section of the import config to add key-value pairs: Meta Data Docs

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Troubleshooting imports

If an import fails, hover over the error icon for details. Failed files are handled gracefully — they won’t break your project and the rest of your import will still process.
Error Importing Docs

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Developers

Knowledge base API

The Knowledge base API gives you programmatic access to the documents that power your agent’s knowledge base. You can use it to create, retrieve, update, and delete documents, as well as manage their metadata and individual chunks.