✅ What is the Knowledge Base?
The Knowledge Base is a collection of content (documents, web pages, or text) that the Voice Agent can reference when answering callers.
Instead of placing all information directly in the prompt, you can store it in the Knowledge Base and let the agent retrieve relevant parts during conversations.
Typical use cases include:
customer support documentation
FAQ and help center articles
product or service descriptions
internal procedures or scripts
onboarding or training materials
🔍 How the Knowledge Base Works
During a call, the Voice Agent:
Analyzes the caller’s question.
Searches the Knowledge Base for the most relevant fragments.
Sends those fragments as context to the AI model.
Generates a response based on this information.
This retrieval process allows the agent to provide answers based on your company’s specific knowledge.
📁 Uploading Files to the Knowledge Base
To add files:
Go to Knowledge Base in the Voice Agent configuration panel.
Click Add files.
Drag and drop files into the upload window or select them from your device.
Click Add file to upload them.
You can also choose the destination folder where the files will be stored.
Supported file formats
The Knowledge Base supports common document formats, including:
PDF
DOCX
TXT
EPUB
HTML
MD
File limits
Maximum file size: 21 MB per file
Files are automatically processed after upload so the agent can search their content.
🌐 Adding Website Content
You can also import knowledge directly from websites.
Use Add Web Pages to:
add individual URLs
import a sitemap
synchronize website content with the Knowledge Base
Limit: up to 500 pages per synchronization batch.
To keep the information up to date, enable automatic URL updates when available.
✍️ Adding Manual Text
If you only need to add a short piece of information, you can paste text directly into the Knowledge Base.
This works well for:
definitions
short instructions
call scripts
FAQ answers
✅ Best Practices
To improve the quality of responses from your Voice Agent:
use clear headings and structured paragraphs
group related information into a single document
avoid vague references like “this”, “that”, “the above”
include specific names, numbers, and details
remove unrelated content when importing website pages
Well-structured knowledge makes it easier for the agent to retrieve accurate answers.
💡 Tip:
The most effective knowledge bases typically contain a combination of FAQ content, product descriptions, and customer support procedures.
Example: How It Looks in the Panel
In the "AI Voice Agent" creation wizard, go to step 3 – Knowledge Base
There, you’ll see three options:
Add Web Pages
Upload Files
Add Text Manually
