Knowledge Base
The Knowledge Base is the information source your AI agent uses to answer questions accurately. Without a good knowledge base, your agent can only provide generic responses. With a comprehensive knowledge base, your agent becomes an expert on your business.
Why Knowledge Base Matters
"How much does a haircut cost?"
"I don't have specific pricing information. Haircut prices typically vary..."
"How much does a haircut cost?"
"A men's haircut is 25 EUR, and a women's haircut starts at 35 EUR. Would you like to book an appointment?"
How RAG Works
RAG (Retrieval-Augmented Generation) is the technology behind knowledge base functionality:
Creating a Knowledge Base
Step 1: Access Knowledge Base Section
- Click "Knowledge Base" in the sidebar
- Click "Create" to start a new knowledge base
Step 2: Name Your Knowledge Base
Choose a descriptive name:
- "Main Business Information"
- "Product Catalog 2024"
- "Customer Service FAQ"
Step 3: Upload Content
Drag and drop files or click to browse.
Supported Formats
| Format | Extension | Best For |
|---|---|---|
| Formatted documents, brochures | ||
| Word (modern) | .docx | Text documents, manuals |
| Word (legacy) | .doc | Older Word documents |
| Excel (modern) | .xlsx | Spreadsheets, structured data |
| Excel (legacy) | .xls | Older Excel files |
| Text | .txt | Simple content |
| Markdown | .md | Structured documentation |
| CSV | .csv | Tabular data (prices, inventory) |
| RTF | .rtf | Rich text documents |
| JSON | .json | Structured data |
- Maximum 10 MB per file
- Maximum 10 files per knowledge base
- Files must contain actual text (scanned images without OCR are not supported)
Step 4: Add a Description (Prompt)
The Description field acts as a prompt that tells the AI when to search this knowledge base. For example, if your KB contains pricing information, you might write: "Search this knowledge base when the customer asks about prices, costs, or fees."
A clear description helps the agent decide which knowledge base to use, especially when multiple KBs are attached. Be specific about the type of questions this KB should answer.
Step 5: Connect to Agent
- Go to Voice Agents → your agent
- Open the Knowledge Base tab
- Select your knowledge base
- Save changes
The Knowledge Base Page
When you open Knowledge Base from the sidebar, you see all of your knowledge bases displayed as cards. This page gives you several tools to find and manage your KBs efficiently.
Searching and Filtering
- Search — Use the search bar to find a knowledge base by its name or description.
- Filter by folder — If you have organized your KBs into folders, filter the list to show only a specific folder.
- Filter by date range — Narrow results to KBs created or modified within the last 7 days, 30 days, or 90 days.
- Filter by assignment — Show only KBs that are assigned to an agent, or only unassigned KBs.
Sorting
You can sort the list by creation date or last modified date, in ascending or descending order. This makes it easy to find recently updated KBs or the oldest ones that may need a refresh.
Folders
Knowledge bases can be assigned to folders for organization. This is helpful when you have many KBs covering different topics, languages, or departments. You can assign a folder when creating or editing a knowledge base, and then filter by folder on the main page.
Agent Badges
Each knowledge base card shows orange badges with the names of agents currently using that KB. This gives you a quick overview of which KBs are in active use and which agents rely on them.
Bulk Delete
To remove multiple knowledge bases at once, select them using the checkboxes and then click Delete. This is useful for cleaning up outdated or test KBs.
Managing a Knowledge Base
After creating a knowledge base, you can continue to update and refine it at any time.
Editing Name, Description, and Folder
Click on a knowledge base to open it, then use the edit option to change its name, description (prompt), or assigned folder. Updating the description is especially important if the scope of the KB changes over time.
Adding Files
You can add new files to an existing knowledge base by dragging and dropping them into the upload area, or by clicking to browse your files. The same file format and size limits apply.
Deleting Files
To remove a file from a knowledge base, open the KB and click the delete action next to the file you want to remove. This does not delete the KB itself, only the selected file.
Editing File Content Inline
You can edit the content of a file directly in the platform. Click on a file name to open the built-in text editor, make your changes, and save. This is convenient for quick updates like correcting a price or adding a new FAQ entry without having to re-upload the entire file.
Knowledge Base Inside an Agent
Each agent has a dedicated Knowledge Base tab where you can manage the KBs connected to that specific agent.
What You Can Do from the Agent's KB Tab
- Create a new knowledge base directly from the agent — it will be automatically attached.
- Attach an existing knowledge base from your library.
- Edit an attached knowledge base (name, description, files, content).
- Remove a knowledge base from the agent without deleting it globally.
Template-Based Agents
When you create an agent from a template, it may come with pre-configured knowledge bases that are already filled with relevant content for that use case. You can edit these KBs through the Setup Wizard during initial configuration, or open and modify them directly at any time afterward.
Content Guidelines
What to Include
Company Info
About us, history, mission, values
Services & Pricing
Descriptions, features, prices, packages
Hours & Location
Business hours, address, directions
Also include:
| Category | Content Examples |
|---|---|
| Policies | Cancellation, refunds, terms |
| FAQ | Common questions and answers |
| Staff | Team members, specializations |
| Promotions | Current offers, discounts |
| Processes | Booking, ordering, returns |
Content Structure Template
# [COMPANY NAME] Knowledge Base
## Company Overview
[Brief description of your business - 2-3 paragraphs]
## Services and Products
### [Service/Product 1]
- **Name:** [Full name]
- **Description:** [What it is and what's included]
- **Price:** [Exact price or range]
- **Duration:** [If applicable]
- **Who it's for:** [Target audience]
### [Service/Product 2]
[Same structure...]
## Business Hours
| Day | Hours |
|-----|-------|
| Monday | 9:00 AM - 6:00 PM |
| Tuesday | 9:00 AM - 6:00 PM |
| Wednesday | 9:00 AM - 6:00 PM |
| Thursday | 9:00 AM - 6:00 PM |
| Friday | 9:00 AM - 6:00 PM |
| Saturday | 10:00 AM - 4:00 PM |
| Sunday | Closed |
**Holidays:** [Holiday schedule]
## Location and Directions
**Address:**
[Full street address]
[City, Postal Code]
[Country]
**How to find us:**
- By public transport: [Instructions]
- By car: [Parking information]
- Landmarks: [Nearby recognizable places]
## Contact Information
- **Phone:** [Number]
- **Email:** [Email address]
- **Website:** [URL]
- **Social Media:** [Links]
## Frequently Asked Questions
### Q: [Common question 1]
**A:** [Detailed answer]
### Q: [Common question 2]
**A:** [Detailed answer]
### Q: [Common question 3]
**A:** [Detailed answer]
[Add 10-20 common questions]
## Policies
### Booking Policy
[How appointments/orders work]
### Cancellation Policy
[Cancellation terms and fees]
### Payment Methods
[Accepted payment options]
### Refund Policy
[Refund conditions]
## Our Team
### [Name 1]
- **Role:** [Position]
- **Specialization:** [Expertise areas]
### [Name 2]
[Same structure...]
## Current Promotions
### [Promotion Name]
- **Offer:** [What's included]
- **Valid:** [Date range]
- **Conditions:** [Terms]
Best Practices
- Be specific and accurate — Include exact prices, not "around 50 EUR". Use precise hours, not "morning to evening".
- Update regularly — Review monthly or when things change. Remove outdated promotions. Update seasonal information.
- Use clear language — Write as you would explain to a customer. Avoid internal jargon. Define technical terms.
- Organize logically — Use clear headings. Group related information. Use tables for structured data.
- Include context — Don't just list prices; explain what's included. Add "when to choose this" guidance.
- Don't include confidential info — Internal processes, staff personal details, competitive strategies.
- Don't be vague — "Prices vary" should be "Prices range from 50 EUR to 150 EUR". "Call for details" should include the details.
- Don't use outdated info — Old prices, former staff members, expired promotions.
- Don't assume knowledge — Spell out abbreviations. Explain terms that might be unfamiliar.
Advanced: Multiple Knowledge Bases
When to Use Multiple KBs
| Scenario | Strategy |
|---|---|
| Different agents | Each agent gets relevant KB |
| Different topics | Separate KBs for products, support, etc. |
| Different languages | Separate KBs per language |
| Frequent updates | Separate static info from dynamic |
Connecting Multiple KBs
Some configurations allow connecting multiple knowledge bases to one agent. The agent will search all connected KBs.
Troubleshooting
Agent gives wrong information
Possible causes:
- Information in KB is incorrect
- KB not connected to agent
- Multiple conflicting entries
Solutions:
- Review and correct KB content
- Verify KB is connected in agent settings
- Remove duplicate/conflicting information
Agent says "I don't know" when answer exists
Possible causes:
- Information phrased differently than question
- Content too deeply nested
- File format issues
Solutions:
- Add FAQ with exact question phrasing
- Ensure clear headings and structure
- Try different file format
Agent invents information not in KB
Possible causes:
- Prompt doesn't restrict to KB only
- KB has vague or incomplete info
- Temperature setting too high
Solutions:
- Add to prompt: "ONLY use information from knowledge base"
- Fill gaps in KB content
- Lower temperature setting
Maintenance Schedule
| Frequency | Task |
|---|---|
| Weekly | Check for urgent updates needed |
| Monthly | Review prices, hours, promotions |
| Quarterly | Full content review |
| As needed | Update when business changes |