This article is written for: ✅ Zello Work ❌ Zello Friends & Family.
Ella is your team’s AI assistant. She answers questions using information from knowledge bases, which are collections of files your admins upload for Ella to reference. Users on your network can be assigned to one or more knowledge bases. When someone asks Ella a question, she pulls information only from the knowledge base(s) that user can access, keeping answers relevant and limited to the right information.
In this article, you’ll learn how to manage knowledge bases, including how to create, rename, and delete them; add and remove users; and add or delete files. For general information about Ella and how to interact with her in the app, see this support article.
Note: If Ella was set up on your network before February 3rd, 2026, your existing documents were automatically stored in a single knowledge base. If you want different users to have access to different information when using Ella, follow the steps in this article to create additional knowledge bases and update user assignments.
Creating, deleting and renaming knowledge bases
Knowledge bases let you set up different sets of files for Ella to use when answering questions. With multiple knowledge bases, you can decide which files Ella can draw from for different users instead of using one shared set of files for everyone.
The tabs below explain how to create, delete and rename knowledge bases in the Management Console.
Creating a knowledge base
1. Sign into the Management Console at yournetworkname.zellowork.com.
2. Select Ella, AI Assistant.
3. Click create.
Note: If your network already has a knowledge base created, you will need to click the plus sign (+) in order to create a new empty knowledge base.
4. Enter a name for the knowledge base and add a description to help identify what it will be used for, then click continue.
5. The newly created knowledge base will now appear on the Ella page. It will list its name and description, the number of users assigned to it, and the number of documents added to it.
Creating a knowledge base by uploading a file (optional)
1. While on the Ella page of the Management Console, click select or drag and drop a file onto the page.
Note: If your network already has a knowledge base created, the location of select will change slightly.
2. Write a description for the file to help you remember the content of what was uploaded, then click save.
3. You will now see the new knowledge base listed on the Ella page.
Note: Creating a knowledge base this way results in a knowledge base titled “Unnamed Knowledge base.” We recommend renaming it to something that reflects how you plan to use that knowledge base.
Deleting a knowledge base
1. While on the Ella page of the Management Console, use the checkboxes to select the knowledge bases you want to delete, then click the minus sign (-).
Alternatively, if you are already in the knowledge base that you want to delete, you can select - Delete Knowledge Base.
2. Confirm that you want to delete that knowledge base by selecting delete.
Renaming a knowledge base
1. On the Ella page in the management console, click the name of the knowledge base that you want to edit the name or description of.
2. Click edit.
3. Enter a new name and description for the knowledge base, then click continue.
Adding and removing users from a knowledge base
Users are assigned to knowledge bases so Ella can use the right set of files when answering their questions. The tabs below describe how to add and remove users from a knowledge base.
Adding users to a knowledge base
1. In the Management Console, select Ella, AI Assistant.
2. Click the name of the knowledge base you want to add users to.
3. Click the plus sign (+).
4. A list of users on your network will appear. Use the checkboxes to select the users you want to add to the knowledge base, then click done.
5. The user list for that knowledge base will be updated to show the users you added, including their username, display name, and position (if assigned).
Removing users from a knowledge base
1. In the Management Console, select Ella, AI Assistant.
2. Click the name of the knowledge base you want to remove users from.
3. Select the checkboxes next to the users you no longer want to have access to the knowledge base.
4. Once you have selected all the users you’d no longer like to have access to that knowledge base, click the minus sign (-).
5. You will be prompted to confirm that you want to remove those users. Click remove users.
Adding and deleting files from a knowledge base
Ella answers questions using only the files you upload to knowledge bases. By uploading different files to different knowledge bases, you can control which documentation Ella can reference for different users.
Currently, Ella only draws from static documentation. If any relevant documents are updated or changed, they should be re-uploaded to ensure the most current information is available. The following file types are accepted:
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All uploaded files must be 10MB or less. Additionally, although Ella can handle questions + responses in over 50 languages, the static documentation she pulls from must be in English.
The following tabs explain how to add and remove files from a knowledge base.
Adding files to a knowledge base
1. In the Management Console, select Ella, AI Assistant.
2. Click the name of the knowledge base you want to add files to.
3. Drag and drop a file into the Knowledge Materials box, or click select to locate the file you want to add.
4. You will be prompted to add a description for the file to help remember what the file contains. Once you have done so, click save.
5. After the upload completes, you will see the file listed in the knowledge base.
Deleting files from a knowledge base
1. In the Management Console, select Ella, AI Assistant.
2. Click the name of the knowledge base you want to delete files from.
3. Use the checkboxes to select the files you want to remove.
4. Once you’ve selected all the files you want to remove, click the minus sign (-).
5. You will be asked if you want to remove the document(s). Click remove documents.
