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Knowledge Base

The Knowledge Base is a document store that your voice agent references when answering questions. Upload FAQs, product documentation, policy guides, or any other reference material — the agent retrieves relevant content in real-time during conversations.

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How It Works

  1. You upload documents to a named knowledge base
  2. Documents are indexed for semantic search
  3. During a call, when the agent needs to answer a question, it searches the knowledge base for relevant content
  4. Retrieved content is injected into the agent’s context and used to generate an accurate response

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Creating a Knowledge Base

1

Open Knowledge Base

Navigate to the Knowledge Base section in the dashboard.
2

Create new

Click the + button to create a new knowledge base.
3

Configure

  • Name — Give it a descriptive name (e.g., “Product FAQ”, “Loan Terms”)
  • Company — Select the company this knowledge base belongs to
4

Upload documents

Upload your reference documents and save. Supported formats include text-based documents.

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Attaching to an Agent

Once created, attach the knowledge base to an agent through the agent editor’s right panel under Knowledge Base. An agent can have one or more knowledge bases attached.
Keep knowledge bases focused on a single topic area. This improves retrieval accuracy compared to one large catch-all document.

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Best Practices

  • Keep content concise — Short, clear answers retrieve better than long narrative paragraphs
  • Use Q&A format — Structure documents as question-answer pairs when possible
  • Update regularly — Keep documents current as your products or policies change
  • Test with chat — Use the agent’s chat testing feature to verify the agent retrieves correct answers