Hello Alex Docs

Using Knowledge Bases in Pathways

Upload and sync documents so pathway responses reference your real policies and facts. Read the Knowledge Bases guide in Hello Alex documentation.

Overview

Knowledge bases reduce hallucinations because Alex answers from indexed documents you control.

A base is created per topic, files are uploaded, and sync/indexing prepares that content for retrieval during conversations.
When a pathway node references the synced base, Alex responds using those sources first, so answers stay closer to your documented policies.

Knowledge Base node: Pulls answers from a synced document set during the call.
Sync status: Documents must finish syncing before they are usable on live calls.

Good to know: smaller, topic-focused document sets usually improve answer relevance and reduce off-topic retrieval.

Libraries separate knowledge domains so retrieval stays specific to business intent.

Create one base per major support domain and map each to the matching pathway branch.

Each library groups related documents, making it easier to map the right source set to a pathway node.
Topic separation improves retrieval precision, which helps callers receive faster and more trustworthy answers.
Base name: Shown in pathway Knowledge Base nodes.
Good to know: splitting pricing and policy content into different bases keeps responses from blending conflicting language.
Department-based source separation
Faster policy lookup during calls

Document management keeps source truth current so answers reflect real operations.

Audit top customer questions against current files and refresh documents that no longer match operations.

Files are uploaded and indexed, then sync status confirms when they become available for live retrieval.
Updating and re-indexing changed documents ensures callers hear the latest policy and product details.
Sync status: Documents must finish syncing before live use.
Good to know: treating document updates as part of release workflows prevents stale answers after policy changes.
Seasonal policy updates
New product rollout documentation

Attach the synced base to a pathway node and test common customer questions before launch.