How to upload information to the knowledge base
Copper CRM has no native knowledge base. The most common method is creating a shared folder in Google Drive and attaching documents to records, or publishing content in a Google Site. The process requires leaving Copper and working in Google tools. In Teeo, a single message saves the information and makes it available instantly.
How to do it in Teeo
“Add to the knowledge base: [information about our services]”
The information is saved to the knowledge base instantly and the assistant can use it right away.
How to upload information to the knowledge base in Copper: step by step
Requirements
- ·Copper CRM does NOT have a native knowledge base. There is no 'Knowledge Base' section anywhere within the platform.
- ·The official workaround recommended by Copper is to use Google Drive (shared folders and documents) and attach them to Copper records.
- ·For a knowledge base accessible externally (to clients or the team), the most practical option without additional paid tools is to create a Google Site.
- ·Requires active Google Workspace. Copper does not function fully without a Google Workspace account.
Open Google Drive in your browser
Go to drive.google.com and sign in with the Google Workspace account linked to your Copper CRM. Make sure to use the same account configured in Copper so the integration works correctly.
Create a dedicated knowledge base folder
Click '+ New' → 'Folder'. Give it a descriptive name, for example: 'Knowledge Base — [Your Company Name]'. This folder will centralize all the information you want to use as a knowledge base.
Create a Google Docs document with the information
Inside the newly created folder, click '+ New' → 'Google Docs'. Write the article title (e.g., 'Services Description') and type or paste the content you want to save in the knowledge base.
Organize the document with headings and sections
Use Google Docs paragraph styles (Heading 1, Heading 2) to structure the content. A well-structured document makes it easier for the team to search and read. Save the document — Google Docs does this automatically.
Configure folder permissions
Right-click on the knowledge base folder → 'Share'. In the dialog, add the email addresses of your team members who use Copper and assign access levels: 'Viewer' for those who only read, 'Editor' for those who can add content.
Copy the document link
Open the newly created Google Docs document. In the upper right corner, click 'Share' → 'Copy link'. Make sure the link is configured so people in your organization can access it.
Go to Copper CRM and open the relevant record
Log in to your Copper account (app.copper.com). Navigate to the contact, company, or opportunity record you want to associate this knowledge with. You can search for it using the top search bar.
Attach the Google Drive link to the record
Inside the Copper record, scroll to the activity or notes section. Create a new note and paste the Google Docs document link. Label the note with a subject (e.g., 'KB: Services Description') to make it easier to find later.
Repeat the process for each knowledge base article
For each new piece of information, create a new document in the Google Drive folder and attach the link to the corresponding Copper record. Over time, the Drive folder will act as your informal knowledge base, though without the search and organization features of a native KB.
Frequently asked questions
Does Copper CRM have a native knowledge base?
No. Copper CRM does not include any native knowledge base feature. To manage a knowledge base, Copper users must rely on Google Drive (attaching documents to records) or external tools like Notion, Confluence, or Google Sites.
Can I search inside Google Drive documents from Copper?
Not directly. Copper displays files attached to each record but does not index or allow searching the internal content of Google Drive documents. To search within the content, you need to go to Google Drive and use its native search.
Which Copper plan do I need to attach Google Drive files to records?
Google Drive integration is available on all Copper plans, including Starter. However, Copper requires an active Google Workspace account to function properly, regardless of which plan you choose.