Knowledge base

What your AI agents may tell callers, and nothing else.

Your AI agents answer only from the knowledge base and from what the caller tells them. Anything that is not in it, they say they don’t have, then offer to connect the caller to a person or arrange a callback (see when it doesn’t know). They never use general knowledge of products or prices, and never mention or recommend another company.

With an empty knowledge base, an agent tells callers it has no information about your products, prices or policies. Add what you want said before you put an agent on a live number.

What goes in

Knowledge base in the sidebar (operators: choose the organisation in the page header first):

Write an article	Plain text: prices, hours, services, a procedure
Add an FAQ	A question and its answer, the way callers ask it
Upload a document	PDF, Word (.docx), text or Markdown, 10 MB or less. The text is kept (up to 200,000 characters); a scanned PDF with no text is refused. Check the extracted text with Edit
Add web pages	Up to 10 of your own site’s pages at a time. Their readable text is kept; menus, headers and footers are left out. Fetch again updates a page that changed

Keep it to what you would want said to a customer. An article can be switched off without deleting it.

How an agent uses it

The bar at the top shows the size of everything switched on:

• Up to 24,000 characters (about ten pages): the agent reads all of it before each call. This is the most reliable, so keep the knowledge base focused.
• Over that: the agent is given the article titles and searches the knowledge base for each question before it answers. Try a question runs that same search, so what it finds is what the agent would find. When nothing matches, the agent says it doesn’t have that information.

Each agent uses everything by default. In its profile, under Knowledge, you can choose particular articles instead: a sales agent that knows the price list, a support agent that knows the troubleshooting guides.

Every search an agent runs is in the call’s trace, with what it found.

An agent that answered several questions without searching once is flagged on Conversations after the call. Where the knowledge base is large enough that the agent has to search, an answer given without searching came from somewhere other than your knowledge base.

Who may change it

Reading needs kb:read, which supervisors hold so they can see what an agent knows. Writing is the organisation admin’s. Every article records who last changed it and when.

An article that is switched off is not searched and not read into an agent’s instructions, and it keeps its text — the way to retire something without losing the wording.