Question 1

What is a Knowledge Base?

Accepted Answer

A Knowledge Base is a collection of information your AI Agent uses to answer questions. It contains:

Company information
Product details
Pricing
FAQs
Policies
Procedures

The AI references this information during calls and text widget chats to provide accurate, consistent answers.

Question 2

How do I create a Knowledge Base?

Accepted Answer

Go to Knowledge Base in Call Tools and choose how to add content. Option 1: Upload a File (PDF, Word, or text documents; content is automatically extracted and indexed). Option 2: Crawl a Website (enter a URL and the system crawls up to 500 pages). Option 3: Quick Answer (add a single question and answer pair for specific FAQs). Option 4: JSON Import (upload a .json file to bulk-import hundreds of Q&A pairs at once). After adding, content is processed and becomes searchable by your AI Agents.

Question 3

What content should I include?

Accepted Answer

Include essential information (business name, operating hours, location, contact information), products and services (what you offer, pricing, features, availability), common questions (FAQs, troubleshooting steps, return and refund policies), and procedures (how to place an order, appointment scheduling, support escalation steps).

Question 4

How do I format Knowledge Base content?

Accepted Answer

Use clear, simple formatting with labeled sections. For example, use "Business Hours:" followed by days and times, or "Return Policy:" followed by the policy text. Avoid complex tables, heavy jargon, ambiguous language, and outdated information.

Question 5

How do I assign a Knowledge Base to an AI Agent?

Accepted Answer

Go to Call Agents or Widget Agents, edit your AI Agent, find the Knowledge Base setting, select one or more Knowledge Bases from the list, and save changes. You can assign multiple Knowledge Bases to a single AI Agent. The AI searches across all assigned Knowledge Bases when answering questions on calls or text widgets.

Question 6

Can multiple AI Agents share a Knowledge Base?

Accepted Answer

Yes. One Knowledge Base can be assigned to multiple AI Agents. This is useful when multiple AI Agents need the same company information, you want consistent answers across phone lines and widgets, or you have a general knowledge base for all AI Agents.

Question 7

How do I update Knowledge Base content?

Accepted Answer

Go to Knowledge Base, find and open the Knowledge Base, edit the content, and click Save. Changes apply immediately to all AI Agents using that Knowledge Base.

Question 8

Can I upload files to a Knowledge Base?

Accepted Answer

Yes. Supported file types are PDF (.pdf), Word (.docx, .doc), and Text (.txt), each up to 50 MB. Files are automatically processed: text is extracted, split into chunks, and indexed for AI search. For the best AI accuracy, use a plain text file formatted as Q&A pairs.

Question 9

Can I import content from a website?

Accepted Answer

Yes. Click Crawl Website, enter your website URL, configure crawl settings including max depth (1-5 links deep) and max pages (1-500), then click Start Crawl. The system crawls your site, extracts relevant content filtering out navigation and footers, and indexes it for AI search. Crawling runs in the background.

Question 10

What is a Quick Answer?

Accepted Answer

Quick Answers let you add single Q&A pairs directly. Click Add Quick Answer, enter a question (how customers might ask), enter the answer (what the AI should respond), and save. Quick Answers are ideal for common questions that need specific answers, information not in existing documents, and frequently asked questions from call logs.

Question 11

Can I bulk import Q&A pairs from a JSON file?

Accepted Answer

Yes. The JSON tab lets you upload a .json file containing hundreds of Q&A pairs in one go. The required format is a JSON array where each entry has a "question" field and an "answer" field; "category" is optional. Entries missing a question or answer are automatically skipped with a warning. Click the JSON tab, enter a name for the new Knowledge Base, upload your file, review the entry count in the preview, and click Import. Embeddings are generated in the background and the Knowledge Base becomes fully searchable within a few minutes.

Question 12

How large can a Knowledge Base be?

Accepted Answer

Knowledge Base limits are configured based on your enterprise agreement, with custom limits for max entries and monthly additions. File uploads support up to 50 MB per file, and website crawls support up to 500 pages. Contact your account manager if you need to increase your Knowledge Base limits.

Question 13

How does the AI use the Knowledge Base?

Accepted Answer

The Knowledge Base uses semantic search. When a customer asks a question, the AI converts it into a search query, finds the most relevant content chunks using AI embeddings, ranks results by relevance, and uses the top matches to formulate a natural response. This means the AI understands context and meaning rather than just keyword matching.

Question 14

What if information isn't in the Knowledge Base?

Accepted Answer

If the AI cannot find relevant information, it will acknowledge it does not have that specific information, offer to transfer to a human if configured, and suggest the customer contact support. You can customize this behavior in the AI's system prompt.

Question 15

Can I have multiple Knowledge Bases?

Accepted Answer

Yes. Create separate Knowledge Bases for different purposes such as General (company info, hours, location), Products (catalog, pricing), Support (troubleshooting, FAQs), and Policies (returns, warranties, terms). Assign different Knowledge Bases to different AI Agents as needed.

Question 16

How do I delete a Knowledge Base?

Accepted Answer

Go to Knowledge Base, find the Knowledge Base to delete, click Delete, and confirm the action. Warning: if assigned to AI Agents, remove those assignments first. AI Agents without a Knowledge Base will have limited information to work with.

Question 17

Why isn't my AI using the Knowledge Base information?

Accepted Answer

Check these common issues: Knowledge Base not assigned to the AI Agent, information not matching how customers phrase questions, conflicting information where the system prompt may override the Knowledge Base, or outdated content. Tip: add variations of how questions might be asked, such as "What are your hours?", "When are you open?", and "What time do you close?"