Common Questions

What data sources can I connect?

KnowStack supports these data sources: website crawling, email (Gmail and IMAP), document upload (PDF, DOCX, XLSX, TXT, CSV and images), Google Drive, meeting transcript upload, Telegram, and Slack. Adding data requires a Professional plan or higher, or the free trial. The Starter plan can't add data.

How long does KB generation take?

Generation time depends on the amount of data being processed. A small dataset (a few web pages and documents) typically completes in 1-3 minutes. Larger datasets (thousands of emails, multiple websites) can take 10-30 minutes. You will see real-time progress during generation and receive a notification when it completes.

Can I edit the generated Knowledge Base?

Yes. Every section of the generated KB is fully editable using a rich text editor. You can modify text, add new sections, reorder sections, and change formatting. Your edits are preserved when you run iterative updates with new data.

What happens to my data when I cancel?

When you cancel your subscription, your plan continues until the end of the current billing period. After that, your workspace reverts to the Starter plan. Your data (collected sources and Knowledge Bases) is preserved, but features beyond Starter limits become unavailable. You can reactivate at any time to regain access.

Is my data secure?

Yes. KnowStack is CASA Verified — it has passed Google's Cloud Application Security Assessment, an independent review conducted by TAC Security (an authorized App Defense Alliance lab) against OWASP ASVS standards. All data is encrypted in transit (TLS) and sensitive credentials are encrypted at rest (AES-256). OAuth integrations never expose your passwords. Data is fully isolated per company at the database level. All findings from the security assessment have been remediated and verified. See the Security section for full details.

Can different team members see different parts of the KB?

Yes. KnowStack supports section-level access control. Admins can set which roles have read, edit, or admin access to specific sections. The 'View As' feature lets admins preview the KB from any role's perspective to verify permissions are set correctly.

What is iterative generation?

Iterative generation lets you update an existing KB with new data instead of regenerating from scratch. Select your existing KB as a source alongside new data, and the AI will intelligently merge the content, preserving your manual edits and resolving conflicts between old and new information.

How does AI usage billing work?

Each plan has a monthly AI usage cap. AI operations (KB generation, AI Search, data summarization) consume this budget based on the volume of data processed. You can monitor usage on the Billing page. If you hit the cap, you can wait for the next billing cycle, upgrade your plan, or pay the current balance immediately to resume.

Can I export my Knowledge Base?

Yes. KnowStack supports exporting to PDF (with company branding and formatted content) and CSV (for spreadsheet analysis). Exports are processed in the background and you receive a notification with a download link when ready.

What languages are supported?

You can choose the output language for your Knowledge Base during generation. The AI can generate content in many languages, regardless of the source data language. This means you can feed in English emails and get a Knowledge Base written in Spanish, German, French, or other supported languages.

Can KnowStack answer my customers?

Yes. On Business, Enterprise and the free trial, your knowledge base can answer visitors in a chat widget on your website, and customers who write to your Facebook Page or Instagram account. Messenger and Instagram replies can wait for your team's approval or go out on autopilot. When the knowledge base has no answer, the chat says so and hands the customer to your team. Contacts customers leave are saved as leads. See the Website Chat and Messenger & Instagram sections.

What file formats can I upload, and what's the size limit?

KnowStack accepts PDF, DOCX, XLSX, TXT, CSV, PNG, JPG and WebP files up to 25 MB each. PDFs and images go through AI-powered text extraction, and scanned PDFs without a text layer are read with OCR. You can upload multiple files at once from Sources, then Documents, or import files from Google Drive.

How do I connect my Gmail account?

In the sidebar, open 'Sources', then 'Emails'. Click 'Connect Gmail' to sign in with Google OAuth. KnowStack never sees your password. Once connected, you can choose which labels to include and exclude standard categories like Promotions, Social, Updates, and Forums. By default, the last 6 months of email are fetched, but you can adjust this from 1 to 12 months. Subsequent syncs only pull new emails, so duplicates are never created.

Do you support non-Gmail email accounts?

Yes. In addition to Gmail (via OAuth), you can connect any email account using IMAP. In the sidebar, open 'Sources', then 'Emails', and choose 'Add IMAP Account'. You'll need your IMAP server address, port, and credentials. Both Gmail and IMAP accounts can be connected at the same time.

What happens if a web crawl fails?

If a crawl encounters errors (site unreachable, timeouts, blocked by the site), you'll receive a notification in the bell icon at the top of the dashboard. You can view which pages succeeded and which failed, then re-initiate the crawl to try again. Only publicly accessible pages can be crawled — pages behind login walls or paywalls won't be extracted.

How many pages can I crawl per website?

It depends on your plan. The Starter (free) plan does not include web crawling. Professional plans allow up to 100 pages per crawl. Business and Enterprise plans have no page limit.

Can I connect Slack and Telegram?

Yes. Slack connects via OAuth — authorize your workspace and choose which channels to sync. Message history is pulled and kept up to date automatically in the background. Telegram connects via phone number verification with a one-time code. Once authenticated, you can pull messages from private chats and group conversations. Both integrations run background sync jobs so new messages are captured automatically.

What are the differences between the plans?

Starter (free) includes 3 users and 3 Knowledge Bases, with no AI features and no data source integrations. Professional adds up to 10 users, unlimited KBs, AI generation, unlimited AI search, 100 crawl pages, all data sources and multi-company support, with a $10/month AI usage cap. Business expands to 30 users and unlimited crawling, and adds website chat, Messenger and Instagram replies (up to 5 Facebook Pages), the Claude connector, lead webhooks to your CRM and HR Tests, with a $20/month AI cap. Enterprise removes the user limit, allows up to 20 Pages and has a $50/month AI cap. See the Pricing page for the full comparison.

Is there a free trial?

Yes. Every new account gets a 14-day free trial of every feature, with no credit card. Verify your email to unlock a $10 AI credit; AI usage during the trial is never billed. Each company gets one trial. You'll receive a reminder email 3 days before the trial ends. If you don't upgrade, the workspace moves to the free Starter plan and keeps your data.

What happens if I hit my AI usage cap?

When your AI usage reaches your plan's monthly cap, further AI operations (KB generation, AI Search, summarization) are paused until the next billing cycle. You'll see a warning notification as you approach the limit, and your AI balance is always visible in the sidebar. To resume immediately, you can upgrade your plan, pay the current balance early using the 'Pay Now' button, or wait for the next billing period.

Can I change or cancel my plan at any time?

Yes. You can upgrade, downgrade, or cancel from Company Settings at any time. Upgrades take effect immediately with prorated billing. Downgrades and cancellations continue through the end of the current billing period. If you cancel, your data is preserved — you just lose access to paid features. You can resume your subscription at any point before the period ends.

How deep can my Knowledge Base structure go?

Knowledge Bases use a strict two-level hierarchy: top-level sections and subsections within them. Content blocks (paragraphs, lists, notes, etc.) can only be added to leaf sections — sections that don't have any subsections. This keeps your KB clean and navigable. You can reorder sections and subsections using drag-and-drop.

Can I see who made changes to the Knowledge Base?

Yes. Each Knowledge Base has a history drawer that tracks all edits with timestamps and the user who made them. Changes are tracked at both the section level (created, updated, moved, deleted) and the block level (created, updated, deleted, reordered). You can review the full edit timeline to see how your KB has evolved.

What content block types are available in the KB editor?

The editor supports paragraphs, bullet lists, ordered lists, headings, notes (highlighted tip boxes), warnings (caution boxes), code blocks, quotes, examples, summaries, and tables. You can add, edit, delete, and reorder blocks using a rich text editor with drag-and-drop support.

Will regenerating my KB overwrite my manual edits?

Not automatically. When you use iterative generation to update a KB with new data, KnowStack detects any manual edits you've made. Non-conflicting changes are merged automatically. If the AI's new content conflicts with something you edited, a conflict resolution wizard guides you through choosing which version to keep. Your edits are never silently overwritten.

How do notifications work?

Notifications appear in the bell icon in the top bar. Some events, such as KB generation results and support ticket replies, can also be sent by email, depending on your choices in Settings, Notifications. You can also link Telegram and choose which notifications reach you there, including customer chat alerts with buttons to take over a conversation, approve a draft or set a lead's status.

Is there an activity log?

Yes. The Activity Stream tracks all actions across your workspace — user management, permission changes, KB edits, data collection jobs, and more. You can filter by team member, event category, and date range (today, last 7 days, last 30 days, or custom range). Activity data is retained for 120 days.

How do I get help if I have a problem?

Use the support ticket system accessible from the Help section in the sidebar. Submit a ticket describing your issue, attach files if needed, and our team will respond in a threaded conversation. You'll receive notifications when your ticket gets a reply or its status changes. You can track all your tickets and their current status from the support page.

Can I use KnowStack for multiple companies or departments?

Multi-company support is available on Professional, Business and Enterprise plans. Each company workspace has its own data, Knowledge Bases, team members, and billing — completely isolated from one another. This is useful for agencies managing multiple clients or organizations with distinct business units. The free Starter plan supports a single company.

Does KnowStack have dark mode?

Yes. Toggle dark mode using the theme switch on the dashboard. Your preference is saved and persists across sessions. The dark theme applies across all dashboard pages including the KB editor, data collection, and settings.

What happens when I delete my account?

Account deletion permanently removes your user data. A background job processes the deletion to ensure all associated data is cleaned up. Any support tickets you previously submitted retain a snapshot of your name and email for continuity, but your account and personal data are removed. This action cannot be undone.

Can I customize which Gmail categories are excluded?

Yes. When configuring your Gmail connection, you can toggle specific category exclusions — Promotions, Social, Updates, and Forums. By default, these categories are excluded to keep your data focused on meaningful correspondence, but you can include any or all of them if those emails contain valuable knowledge for your team.

How do team invitations work?

Go to Team Settings to invite new members by email. They'll receive an invitation email with a link to join your workspace. Pending invitations have an expiry date and can be resent or revoked at any time. Once a member joins, you can assign their role to control what they can access and edit. Role changes and member removals are tracked in the activity stream and trigger notifications.

What is a lead, and where do I find leads?

A lead is a customer who left an email address or phone number in website chat, Messenger or Instagram. KnowStack saves it automatically. Open the channel under 'Communications' and click 'Leads' to see them, set their status (New, Contacted, Qualified, Won, Lost), open the conversation they came from or export them to CSV. Lead webhooks can send each new lead to your CRM.

Can I give a knowledge base to another company?

Yes. Open the knowledge base, click 'Share', then 'Send a copy…', and enter the email of someone in the other company. Nothing is copied until they accept. They then own an independent copy: later edits on either side stay separate.