Overview
Every knowledge base article now lives in exactly one folder, and AI agents can be limited to the folders you choose. Use folders to group articles by topic (Billing, Returns, Shipping) so each agent only searches the content relevant to it.
Folders group articles. They are flat: there are no subfolders.
Articles hold the content AI agents read. Each article belongs to one folder.
AI agents search either every active article or only the articles in their selected folders.
To get started, open Knowledge base from the sidebar. The first page lists your folders; click a folder to see and manage its articles.
Folders
The Knowledge base page shows one card per folder with its name, description and number of articles. Use the search box to find a folder by name (press Enter to search).
Create a folder
On the Knowledge base page, click New folder.
Enter a Name (up to 100 characters) and, optionally, a Description.
Click Create folder.
New folders are active right away. Folder names don't have to be unique, but distinct names make them easier to pick later.
Edit, activate or deactivate a folder
Click the pencil icon on the folder's card. You can change the name, the description and the Active switch, then click Save.
Only active folders can receive articles or be selected for an AI agent.
Inactive folders appear dimmed with an Inactive label.
A folder can't be deactivated while it still contains articles or is used by an AI agent. The dialog explains which applies.
Delete a folder
Click the trash icon on the folder's card and confirm. Deleting is permanent.
A folder can only be deleted when it is empty and not used by any AI agent. If it isn't, the dialog shows the reason and a View folder articles link. Move its articles to another folder and remove it from the agents first, then try again.
Integration folders
Each connected knowledge base integration (Zendesk, Intercom, Helpshift, Notion) gets its own folder, created automatically on its first sync and named after the integration. These folders show a plug icon and an Integration label.
You can rename an integration folder; syncing keeps working.
Because its synced articles can't leave, an integration folder can't be deleted or deactivated while the integration has articles in it. If it is deleted once empty, the next sync creates it again.