With the Knowledge Base feature in the ActiveCampaign Partner Portal, you can use your own documents as a reference point for Active Intelligence. This helps provide nuance, on-brand terminology, and strategy-aligned content for your customers when they use their account’s Active Intelligence.
Take note
The Partner Portal Knowledge Base only accepts the following file types for upload: txt, md, csv, pdf, doc, docx, odt, xls, xlsx, and rtf.
How the Knowledge Base works
The Knowledge Base allows partners to upload their own documentation to their AI Customization Profiles. Once uploaded, Active Intelligence can reference partner-specific content alongside ActiveCampaign Help Center articles when advising users. Partners can upload a range of content, including playbooks, industry benchmarks, white-label FAQs, and brand guidelines. These documents provide Active Intelligence with the context needed to give relevant, on-brand guidance to customers across all of their accounts.
Access and view the Knowledge Base
The Knowledge Base is located in the AI Customization Profiles section of your account.
To access the Knowledge Base, log in to your Partner Portal, then click the “AI Customization” icon (magic wand) on the left-hand side of the page. You’ll be taken to the AI Customization Profiles page, where you can select a profile. After you choose an AI Customization Profile, you can select the “Knowledge Base” tab.
The “Knowledge Base” page displays a list of the knowledge base documents available for your chosen AI customization profile. The features of the Knowledge Base page include:
- Include - Toggle the button to apply the specific knowledge base document to the AI Customization profile.
- File name - The name of the uploaded document.
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Description - A brief description of the uploaded document. Active Intelligence will use this description to provide additional context on when to use the information in the document.
- Examples: “A brand guide for our product relaunch” or “Our company’s marketing best practices”
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Labels - Assigns the document to a specific category that best describes its content. Best practice is to only choose labels that accurately describe the document. The labels you can choose from and examples of content that best reflect them:
- Support - How-tos, FAQs, troubleshooting guides, platform limitations, policies, and billing questions. This label must be used for any support-related documents.
- Campaigns - Email playbooks, copy examples, and automation blueprints
- Brand Rules - Brand voice, tone of voice, naming conventions, and visual identity guidelines
- Benchmarks - Market stats, open rate norms, and industry performance averages
- Product & Industry - Partner's own service descriptions, pricing, and feature lists
- Status - The upload status of the knowledge base document.
- Created Date - The date and time that the document was uploaded to the Knowledge Base.
- Format - The file type of the uploaded document.
- Manage accounts - Select the accounts assigned to your chosen AI customization profile.
- Add document - Upload a new knowledge base document.
- Edit - Update the labels or description of an existing document.
- Download - Download a copy of the document to your device.
- Delete document - Permanently remove the document from the AI customization profile.
Add a document to your Partner Portal’s Knowledge Base
- From your partner portal’s Account Overview page, click the “AI Customization” icon (magic wand).
- Select the AI Customization profile where you want to add a knowledge base document by clicking on its name.
- Click the “Knowledge Base” tab at the top of the page.
- Click the “Add document” button.
- The “Add document” modal will appear. Click the “Import file” button on the upper right-hand side of the modal.
- For files larger than 10,000 characters, we recommend splitting them into separate documents that are under 10,000 characters each
- Select a file from your device and click the “Open” button.
- Click on the “Labels” dropdown menu and select the labels that best apply to your document.
- Write a brief description of the type of document you are uploading.
- Click the “Save” button.
Once the knowledge base document is saved, it appears in the “Knowledge Base” tab of your specified AI Customization Profile.
Note that the ”Include” button for the knowledge base document will be toggled “On” by default. You need to toggle it off if you do not wish to apply it to your AI customization profile.