Knowledge Hub
Knowledge Hub is the central place to teach SWS Agent how your business sells, speaks, and answers questions. Content here powers AI Employees, AI assist in conversations, and consistent brand voice across automated touchpoints.
If you skip Knowledge Hub, AI will fall back to generic answers. Treat this as required setup for any workspace using AI calling, AI chat, or Smart Flows that reference business context.
Video
Who can do this
Typically Owner or Admin with access to Settings → AI & Knowledge.
Before you begin
- Complete Organization profile (company name and basics)
- Have ready: elevator pitch, product list, website URL, PDF brochures, top 10 FAQs, common objections
- Optional: choose a sales methodology your team uses (SPIN, MEDDIC, BANT, etc.)—Knowledge Hub supports methodology fields in Business Overview
What you'll accomplish
After completing Knowledge Hub, your workspace will have structured knowledge that AI can retrieve: who you sell to, what you sell, how you sell, and how you handle objections.
Open Knowledge Hub
- Sign in as Owner or Admin.
- Open Settings (
/settings). - Under AI & Knowledge, select Knowledge Hub (or any subsection link—they open the same page with a section selected).
- Direct path:
/settings/knowledge-hub
The page has five sections in the left navigation (or section tabs):
| Section | URL param | Purpose |
|---|---|---|
| Business Overview | (default) overview | Company identity, ICP, sales process, brand voice |
| Products & Services | ?section=products | Catalog of what you sell |
| Website Knowledge | ?section=website | Content extracted from your website |
| Documents | ?section=documents | Uploaded PDFs and files |
| Custom Knowledge | ?section=knowledge | FAQs, objections, scripts, policies |
Section 1 — Business Overview
Goal: Give AI the strategic context a new sales hire would receive in week one.
- Open Business Overview.
- Fill in fields such as:
| Field | What to write |
|---|---|
| Elevator Pitch | 2–3 sentences on what the company does and the value proposition |
| Industry | Your vertical (used for templates and reporting context) |
| Target Audience & ICP | Ideal customer profile—company size, role, geography, pain points |
| Sales Process | How deals move (e.g. qualify → demo → proposal → close) |
| Sales Methodology | Optional: SPIN, Challenger, MEDDIC, BANT, Sandler, Custom |
| Average Deal Size / Sales Cycle | Helps AI calibrate urgency and follow-up tone |
| Brand Voice | Formal vs casual; words to use and avoid |
| Communication Language | Primary language for outbound messages |
| Key Phrases to Use / Avoid | Brand guardrails |
| Example Message | A sample email or WhatsApp that represents "good" |
| Key Business Rules | Freeform policies AI must follow (refund rules, compliance, etc.) |
- Select Save (or the save control on the section).
Optional: Open Apply template to start from an industry template, then edit fields to match the client.
Verify: Refresh the page—values remain. Ask an AI Employee a question about your ICP; the answer should reference your pitch/audience.
Section 2 — Products & Services
Goal: Let AI quote, compare, and explain offerings accurately.
- Open Products & Services (
?section=products). - Add each product or service line:
- Name and description
- Pricing or package notes (as your business allows AI to discuss)
- Differentiators vs alternatives
- Save each entry.
Verify: Search or browse products in the section after save. AI should name specific products when asked "what do you offer?"
Section 3 — Website Knowledge
Goal: Import public website content so AI stays aligned with marketing copy.
- Open Website Knowledge (
?section=website). - Enter your website URL (homepage or sitemap entry point).
- Run extract / import (wording varies) to pull pages.
- Review imported pages grouped by category (Homepage, Services, Blog, Legal, etc.).
- Exclude or hide pages that should not feed AI (e.g. internal-only drafts).
- Save.
Verify: Page list shows expected URLs. Spot-check one imported page for accurate text.
Re-run extraction after major website launches so AI does not cite outdated pages.
Section 4 — Documents
Goal: Add PDFs and files that are not on the public site (price books, SOPs, compliance PDFs).
- Open Documents (
?section=documents). - Select Upload and choose PDF or supported file types.
- Wait for processing to complete.
- Add a clear title/description if prompted.
- Remove outdated documents when you upload replacements.
Verify: Document appears in the list with a processed/ready status.
Section 5 — Custom Knowledge (FAQs, objections, scripts)
Goal: Capture tactical Q&A and talk tracks.
- Open Custom Knowledge (
?section=knowledge). - Select Add to create an entry.
- Choose a category:
| Category | Use for |
|---|---|
| General | Miscellaneous facts |
| FAQ | Frequently asked questions |
| Objection | "Too expensive", "We use a competitor", etc. |
| Competitor | Battlecard notes |
| Policy | Refunds, warranties, legal boundaries |
| Script | Call/chat scripts |
| Process | Internal how-we-do-X steps |
- Enter title and body (the actual answer or script).
- Save.
- Repeat for top 10–20 FAQs and top 5 objections minimum.
Verify: Search within Custom Knowledge. Test with AI: ask an objection you documented—the response should follow your script.
Recommended order (first-time setup)
- Business Overview
- Products & Services
- Website Knowledge
- Documents
- Custom Knowledge
- Create or update AI Employees
- Test in AI Employees Chat
How Knowledge Hub connects to other modules
| Module | Connection |
|---|---|
| AI Employees | Agents pull from Knowledge Hub for answers |
| Smart Flows | Flows that send AI-generated content use this context |
| Inbox | Suggest/summarize features use workspace knowledge when enabled |
| Calling | Voice agents use brand voice and product facts |
Troubleshooting
| Issue | What to try |
|---|---|
| Save fails | Confirm you are in the correct workspace; refresh and retry |
| Website extract empty | Check URL is public; verify robots.txt allows crawling |
| Document stuck processing | Re-upload smaller PDF; check file is not password-protected |
| AI still generic | Confirm Knowledge Hub saved; re-link knowledge on AI Employee record |
| Section missing in Settings | Your role may lack permission—use Owner/Admin account |