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Use the Knowledge Base

The Knowledge Base stores reusable business documents that an agent can retrieve during a conversation. Use it for stable facts such as services, pricing, opening hours, policies, locations, and frequently asked questions.

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Upload a file

  1. Open Knowledge Base.
  2. Select Upload file.
  3. Choose a .pdf, .txt, or .docx file.
  4. Wait for the file to finish processing.
  5. Confirm its status is ready before attaching it to an agent.
Use clear, text-based documents. Avoid scanned PDFs without selectable text, duplicate versions of the same policy, and documents containing unrelated customer data.

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Attach files to an agent

  1. Open Agents.
  2. Create a new agent or edit an existing one.
  3. Scroll to the knowledge section below the system prompt.
  4. Select the files the agent should use.
  5. Save the agent.
Only attached files are available to that agent. Uploading a file to the library does not automatically expose it to every agent.

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How retrieval works

During a call, the agent searches the attached documents when a question needs factual business information. The relevant passages are added to the model context for that turn. Conversation history, campaign instructions, and contact-row data remain available as separate context. For better retrieval:
  • Use one topic per section.
  • Give sections descriptive headings.
  • Write complete sentences and include exact names, prices, dates, and conditions.
  • Keep current information in one authoritative document.
  • Remove contradictory or obsolete versions.
  • Use the same terms customers are likely to say.

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Test retrieval

After attaching a file, use Try Voice and ask a question whose answer exists only in the document. Then ask a normal greeting or conversational question. The agent should use the file for factual questions and respond naturally to ordinary conversation.
A knowledge base is not a replacement for campaign instructions. Use campaign instructions for the purpose of a specific campaign and contact-row columns for per-contact values.