Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
Hint
This feature is part of the Agent Assist product. To learn more about how it supports agents during and after calls, see the Krisp AI Agent Assist article.
As an Admin, you control the knowledge resources that power Krisp Knowledge Chat. You upload and manage these sources in the Knowledge Hub, which determines what the assistant can access and return to agents during and outside of calls.
Supported source types
Knowledge Chat supports the following source types:
- Zendesk Help Center articles: added by entering your Help Center API URL (for example, https://YOUR_DOMAIN/api/v2/help_center/en-us/articles.json).
- Document files: PDF, DOCX, TXT, images (PNG, JPEG, WEBP).
- Slide presentations in PDF format.
- Web articles and sites, added by providing their URLs.
Info
All files are converted into searchable text. Krisp also stores the original page or timestamp so responses can be traced back to their sources.
File upload requirements:
- Maximum file size: 20 MB per file.
- Bulk upload: up to 30 files at once.
- Uploads and total storage: unlimited.
How to add a Knowledge source
- In the Admin Portal, go to Knowledge >>> Sources
- Click Add Source
- Choose the source type
- Drag and drop your file(s), or use the Click to upload option
- Once uploaded, check the file's status to confirm it has processed successfully.
Each uploaded source moves through one of these states:
- NOT STARTED: the file is uploaded, but processing has not begun.
- PREPARING / PENDING: the file is being parsed and indexed. This can take up to 24 hours, but it typically completes in about 30 minutes.
- COMPLETED: the file is ready and available to Knowledge Chat.
- FAILED: there was an issue with the file. Delete it and re-upload.
Important
Only sources with a Completed status are used in chat responses.
Managing your source list
From the Sources tab, you can:
- View content details
- Delete outdated or incorrect sources.
Enabling in-call transcript access
By default, Knowledge Chat answers questions using your uploaded knowledge sources only. You can also enable in-call transcript access, which lets agents ask questions about a live call while it is in progress.
This option is turned off by default and can only be enabled by Krisp. To turn it on:
- Confirm your team has Agent Assist.
- Contact Krisp Customer Engineering at support@krisp.ai to request in-call transcript access.
- Once enabled, agents can ask call-specific questions directly in the Live Widget.
Hint
For the agent-side steps, see the Knowledge Chat user guide.
Frequently asked questions
Only Admins can add, update, or remove knowledge sources.
It depends on the source type. For Zendesk and URL sources, click Sync in the Action column to pull the latest content. Syncing is manual, and the update can take up to 24 hours to complete. Document and Slide Show sources do not sync; delete the existing source and add an up-to-date version again.
Yes. Knowledge sources are tied to specific teams. If your Organization has multiple teams, each team has its own sources. There is no Org-level source that applies across all teams.
If sources conflict, Knowledge Chat may return inaccurate answers. Keep your uploaded content accurate and up to date.
Processing can take up to 24 hours, but most sources are ready in about 30 minutes.
Delete the failed file and upload it again. It will be reprocessed. If it still fails, send us a redacted copy of the document or the URL you are trying to upload, along with a network log file, so we can investigate.
Yes. Knowledge sources are stored in the Knowledge Hub, encrypted at rest (AES-256), and scoped to your team, with no cross-tenant access. Your content is never used to train shared or third-party models, and all data in transit is encrypted (TLS 1.3). Krisp maintains SOC 2 Type II, GDPR, HIPAA, and PCI DSS compliance.