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How to Set up Knowledge Base in WMS

How to Set up Knowledge Base in WMS

This documentation provides an overview of Knowledge Base in WMS, how to set it up, how to add data sources, create knowledge bases, run search queries, and manage your data and analytics.

Created: March 2026

Permalink: https://wildix.atlassian.net/wiki/x/A4CbcQ

Introduction

This guide explains how to set up Knowledge Base feature and use it in AI Agents. The Knowledge Base allows you to collect and search information from different sources, such as files, Confluence pages, and Google Drive folders. You will learn how to add data sources, create knowledge bases, run search queries, and manage your data and analytics.

Glossary:

  • Data Source = data you provide access to (e.g. Confluence, Google Drive folders) or upload (e.g. Files), which allows different content to be indexed and searched.

  • Knowledge Base = a collection of data sources that are used to answer questions and provide insights.

  • Chunk = a small, manageable segment of a larger dataset created by AI by breaking down information into smaller units. Chunks generally consist of 300-500 words.

Set up Knowledge Base

How to Access

  1. Go to WMS → PBX → Integrations

  2. Scroll down to the AI section and choose the option Wilma Knowledge Base

Wilma-knowledge-base.png

Step 1. Add Data Source

  1. To add a new data source, click Add Data Source at the top:

add-data-source.png

Alternatively, when there are no data sources yet, you can scroll down to the Data Sources section and click Create new data source:

data-sources-create-new-data-source.png

  1. Add data source name and description:

new-data-source-name-description.png

  1. In the section Data Source Type, choose the preferred option:

    1. Files: upload files (e.g. PDF, txt, md, html, csv, doc, docx, xls, xlsx)

    2. Confluence: sync content from Confluence

    3. Google Drive: index files from your Google Drive folders

  2. Click Create:

create-data-source.png

Proceed with the next steps depending on the data source type chosen:

Files

  1. Drag and drop necessary files or browse for the and click Open:

drag-necessary-files.png

 

  1. Click Upload All to upload the files:

upload-all.png

 

  1. When files are uploaded, you can see the green Success notification and Uploaded status:

files-uploaded.png

  1. The file also appears in the Documents section with the status Ready:

document-ready.png

Confluence

  1. Choose the type Confluence and click Create:

confluence-create.png

  1. Click Edit Connector:

edit-connector.png

 

  1. Fill out the fields:

    1. Confluence URL: enter the URL of the required Confluence instance

    2. Username: fill out the username or email

    3. API Key: enter API key generated at https://id.atlassian.com/manage-profile/security/api-tokens

Once done, click Save & Next:

confluence-connection.png

  1. Select type of space and the space and click Save & Next:

confluence-select-type-of-space.png

Note: Within one data source you can select pages from one space only. To choose pages from a different space, add a separate data source.

  1. Select pages from the space and click Save & Next:

select-pages-in-space.png

  1. Choose sync schedule (disabled/ every 6 hours/ every 12 hours/ daily/ weekly) and click Done:

confluence-sync-schedule.png

  1. After you create the data source, the Documents section may remain empty until you click Trigger Synchronization:

trigger-synchronization.png

  1. After the sync the Documents section displays the list of documents you’ve selected for the data source:

confluence-list-of-documents-after-sync.png

Google Drive

  1. Choose the type Google Drive and click Create:

google-drive-data-source.png

  1. Click Edit Connector:

google-edit-connector.png

  1. Click Sign in with Google:

sign-in-with-google.png

 

  1. On the screen that pops up, review the provided inofrmation and click Continue:

google-drive-access-permissions.png

Note: Only the folders of your Google Drive that you select in the next step will be accessed.

  1. Select Google Account:

select-google-account.jpg

  1. Click Allow to give permission to Wildix integration to access your Google Drive:

google-account-give-permission.png

  1. Google Drive gets connected:

google-drive-connected.png

  1. Click Next to proceed with choosing the necessary folders:

google-drive-connected-next.png

  1. Choose your Google Drive folders that need to added to the data source and click Next:

choose-google-drive-folders.jpg

  1. Select the Sync Schedule option and click Done:

google-drive-sync-schedule.png

  1. After you create the data source, the Documents section may remain empty until you click Trigger Synchronization:

google-drive-data-source-trigger-synchronization.png

  1. After the sync the Documents section displays the list of documents you’ve selected for the data source:

google-drive-documents-list.png

You can create as many data sources as you need.

Step 2. Create Knowledge Base

  1. To add a knowledge base, click Add knowledge base at the top:

add-knowledge-base-button.png

Alternatively, when there are no data sources yet, you can scroll down to the Data Sources section and click Create knowledge base:

create-knowledge-base-button.png

  1. Enter knowledge base name and description:

name-description-knowledge-base.png

  1. Choose data sources that should be included in the knowledge base and Create:

choose-sources-for-knowledge-base.png

  1. Knowledge base gets created:

knowledge-base-created.png

  1. Knowledge bases are displayed in the Knowledge bases section on the Knowledge Base page:

knowledge-bases-section.png

Unlike data sources, which display the list of documents, files, knowledge base displays only the list of queries:

queries-in-knowledge-base.png

For information on how to make query, see the section How to make search requests of this guide.

Add Knowledge Base to AI Agents

For instructions on how to add Knowledge Bases to AI Agents, check out the relevant guides:

How to make search requests

  • To run a search in a knowledge base, open the necessary knowledge base and click Search:

search-button-knowledge-base.png

  • Enter your search request in the Query section:

query-field.png

Note: Alternatively, you can use the Search button on the Knowledge Base main page:

knowledge-base-search-button.png

In this case, you also need to select knowledge base:

select-knowledge-base.png

There are the following settings:

  • Search Strategy: inludes such options as

    • Hybrid Search (default one): combines both text and semantic search

    • Semantic Search: search includes words synonymous to those mentioned in the query field

    • Text Search: searches for specific words indicated in the query field

  • Threshold: controls the strictness of the AI search. A higher threshold demands a stronger match, leading to fewer but more precise results. A lower threshold will return more results. By default, Optimal option is selected.

search-strategy-threshold.png

  • Modify the settings if needed and click Search. Search results get generated:

search-result.png

  • In our example, the search results include .pdf file and includes such information as file name, source (files) and the search threshold level split by semantic, full text and combined search:

search-results-detailed.png

  • Also, you can view how long it took to fulfil the request:

search-request-time.png

  • Clicking Generate AI Answer, you can get AI-generated response to your search query:

generate-answer-button.png

The response is displayed in the AI Answer section on the same window, along with the list of sources used:

ai-response.png

  • To open the detailed information about the search result, click Open:

open-file-from-search-results.png

  • On the window that opens, you can see the following information and options:

    • file name, format, number of chunks, date the file was created and updated (1)

    • possibility to download the file (2)

    • file content (3)

    • possibility to open full document (4)

    • the chunk which includes the requested information is highlighted in yellow (5)

search-result-details-expanded.png

  • When you click on a chunk (1), a window opens which displays contents of the chunk (2):

open-chunk-details.png

 

Manage Data Sources

The configured data sources are displayed at the bottom of the Knowledge Base page:

data-sources-displayed-on-knowledge-base-page.png

When you open a data source, you get the following options:

  • Edit: allows to edit data source name and description

  • Clone: allows to clone the data source configuration. Data in the data source is not cloned.

  • Clean: cleans all data from the data source

  • Delete: removes the data source

Important: Please note that after deleting data source, the action cannot be undone.

data-source-manage-options.png

Edit Confluence Data Source

Important: In case of changing data source configuration, it is recommended to follow the steps below:

  1. Clean the data source using the Clean button

  2. Trigger synchronization

  • To edit data source, click Edit Connector:

edit-connector-button.png

  • Click Save & Next:

edit-connector-confluence.png

  • Select a different space or leave the current one and click Save & Next:

confluence-data-source-edit-space.png

  • Select pages and click Save & Next:

edit-confluence-data-source-select-pages.png

  • Update sync settings if required and click Done:

confluence-edit-update-schedule.png

Edit Google Drive Data Source

Important: In case of changing data source configuration, it is recommended to follow the steps below:

  1. Clean the data source using the Clean button

  2. Trigger synchronization

  • Click Edit Connector:

google-drive-edit-connector-button.png

  • Click Next:

google-drive-edit.png

 

  • Select necessary folders and click Next:

google-drive-editing-select-folders.jpg

  • Update sync settings if required and click Done:

google-drive-update-sync-settings.png

Edit Files Data Source

If you need to add more files, upload them via drag&drop or click the following section to browse for necessary files:

add-files.png

To delete files, click the delete icon next to the required file:

delete-document.png

Manage Knowledge Bases

When you open a knowledge base, you have the following options:

manage-knowledge-base.png

  • Edit: allows to edit data knowledge base name and description, and manage the selected data sources:

edit-knowledge-base-choose-data-sources.png

  • Search: allows to run a search request in the knowledge base

  • Delete: removes the knowledge base

Note:

  • After deleting knowledge base, the action cannot be undone.

  • Deleting knowledge base does not remove the included data sources.

In the Search History section you can see the list of queries made in this knowledge base:

queries-list-in-knowledge-base.png

You can click on any search query and view its details:

search-query-details.png

You can view the same details mentioned in the section How to make search requests of this guide.

Search Analytics

In the Search Analytics section you can view the following information:

  • Number of search requests

  • The rate of requests with no results found

  • Number of users

knowledge-base-search-analytics.png

The analytics is displayed for the last 7 days.

To view search requests, click the View search requests button:

view-search-requests-button.png

In the Search History, you can view the list of all search requests, including such information as query, knowledge base used, user who performed the request, status, duration of the search query and date. Clicking on a query, you can view its details.

search-history-list.jpg

To view requests with no search results, click View requests with no results button:

view-requests-with-no-results.png