A knowledge base is a small library your agents can look things up in: the host FAQ, the terms and conditions, the application steps, a price list. Voice agents and WhatsApp assistants pick from the same list, so you write a fact once and every agent that needs it has it.
Find them under Channels → Knowledge.
What goes in one
Each knowledge base holds sources of three kinds:
- Web pages. Give it an address and it reads the page. With daily refresh on, it reads the page again every day, so a changed page is picked up without anyone re-adding it.
- Files. A PDF, Word, Excel or text file, up to 50 MB.
- Text. A title and whatever you type: the answer to a question people keep asking.
A new knowledge base starts with its first source: give it a name and add a page, a file or a text in the same step. You can add the rest once it exists.
A knowledge base holds up to 25 sources. Keep them small and topical, “Host FAQ”, “Areas we cover”, “Terms”, rather than one base with everything in it. An agent picks bases, not single files, so a small base is easier to hand out precisely.
Anything that reads like a person’s details is a trap. A page of room listings, a spreadsheet of names and addresses: when an agent is missing a detail about the caller, it will look it up there and say it as if it were the caller’s. Keep the FAQ, the terms and the process pages. Leave out pages whose content changes weekly or that list people.
Handing a base to an agent
Two ways, same result:
- On the agent’s page. A voice agent’s page has a Knowledge row above Voice and call handling; a WhatsApp assistant’s page has one too. Pick the bases it should use. On a voice agent this is published with the rest of the page, so it takes effect on the next call after you press Publish, and it is part of the version history like any other change. On an assistant it saves at once.
- On the base’s page. Open a base and its Used by rows show who reads it, with a picker beside each. Handing it to a voice agent from here publishes a new version of that agent right away, and the confirm says so.
What each channel reads
A voice agent reads everything in its bases: files, pages and text alike.
A WhatsApp assistant reads the typed text in its bases. Files and web pages reach it later, once search over them is built; until then a base an assistant uses says so under its sources.
Changing what is in a base
Open the base, add a source or remove one. This is the one thing on this page to be careful with: a change to a base reaches every agent using it on its very next call, and there is no version to go back to. Removing a source that turns out to matter means adding it again. The confirm names the agents it will affect.
Rename a base by clicking its name at the top of its page. The name is yours and changes nothing about the agents using it. Deleting a base is refused while any agent still uses it; detach it there first.
Words the agents should expect
Speech recognition mishears place names and brand names. A knowledge base carries a list of boosted keywords, the words an agent should expect to hear on a call about this subject: the Dublin areas on the hosting base, for instance. Every voice agent that uses the base gets the whole list, so you write it once.
Add words on the base’s page, under its sources. Agents pick the list up the next time they are published, or straight away through Update them now, which publishes each agent using the base. An agent that has unpublished edits is not published from here; the list is staged with those edits and goes live when someone publishes the agent.
An agent can carry extra words of its own on its page, under Language, for a case the base does not cover.
Seeing what a base gave the agent
After a test call, the result shows What the knowledge base gave it: the passages the agent was handed, each with the source it came from. If the agent said something odd, this is where to look. A page of listings shows up here as the thing it is, and you can remove it from the base yourself.
Who can do what
Everyone can see the bases and what is in them. Adding, removing and deleting is for admins, because those changes are live at once. Picking bases on an agent’s page is for anyone who can edit the agent. 