# 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.

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Path: [Documentation](/) / [Knowledge Bases](/knowledge-bases)

## Overview

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

## How it works

- 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.

## Important fields

- **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.

## Use cases

- Pricing FAQ guidance
- Policy and compliance responses

## Tips

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

## Knowledge Bases

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

## Documents

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

## Next step

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

## Related documentation

- [More Knowledge Bases guides](/knowledge-bases)