Knowledge Base

Last Updated: 2026-04-27

The knowledge base is how your agent learns about your business. When a caller asks a question, the agent looks things up from the documents you've uploaded — so it answers with real information instead of guessing.

What to upload

Think of the agent as a new hire on day one. Give it anything a receptionist would need to answer common questions:

Services & pricing — what you offer, what it costs, package details
FAQ — common questions and the exact answers you want given
Business hours & holidays — even if hours are set in Availability, adding them to the KB gives the agent natural language to read back
Locations & directions — addresses, parking, nearby landmarks
Insurance accepted (healthcare, dental) — exact list of providers
Team bios — names, specialties, credentials
Policies — cancellation, refund, appointment prep
Product catalog — SKUs, sizes, availability

Supported file types

Type	Extension	Notes
PDF	`.pdf`	Works for both text-layer PDFs and scanned/image PDFs — scanned PDFs are read with OCR automatically
Plain text	`.txt`	Cleanest format — use this when exporting from docs
Markdown	`.md`	Great for FAQ-style content
Word	`.docx`	Uploaded and parsed — formatting is stripped
HTML	`.html`	Useful if exporting from a CMS
CSV	`.csv`	For lists like services, pricing tables, insurance providers

Limits

50 MB per file — larger than that, split into multiple files
No hard cap on total number of files, but fewer, focused files perform better than many overlapping ones

Uploading

Open the agent
Go to the Knowledge Base tab
Drag files into the upload area, or click Upload
Wait for indexing — typically a few seconds for small files; up to ~2 minutes for files larger than 5 MB (those get processed in the background so the upload doesn't time out)
Status flips to ✅ when the agent can use the file

If a file fails to process — for instance a password-protected PDF or one we couldn't read even with OCR — you'll see a clear inline message explaining why. Fix the file and re-upload.

What makes a good KB document

Do

✅ One topic per file — a single FAQ, a single pricing sheet, a single policy
✅ Use clear headings — the retriever latches onto them
✅ Write as Q/A or bullet points — short, complete answers
✅ Spell out acronyms the first time — the agent reads them aloud
✅ Keep prices, phone numbers, and hours current — outdated info is worse than no info

Don't

❌ Upload a 200-page employee handbook as one file
❌ Dump your entire website as HTML — index only the customer-facing info
❌ Include internal-only notes, salary info, or confidential pricing
❌ Rely on PDFs with heavy multi-column layouts or complex tables — those still extract awkwardly. Scanned/image PDFs work via OCR but quality depends on scan resolution; if a scan is blurry, the agent will too

Example — a FAQ file that works well

Q: Do you accept new patients?
A: Yes, we're accepting new patients on Mondays, Wednesdays, and Fridays.
   New patient consultations last 45 minutes.

Q: Do you take insurance?
A: We accept Aetna, Blue Cross, Cigna, Delta Dental, and United Healthcare.
   We do not participate with Medicaid.

Q: What are your payment options?
A: Cash, all major credit cards, and CareCredit financing.

Updating the KB

The agent always uses the latest version of an uploaded file. To update:

Delete the old file
Upload the new file

Re-indexing takes under a minute. You don't need to redeploy the agent or restart anything.

Removing a document

Go to the agent's Knowledge Base tab
Click the trash icon next to the file
Confirm in the dialog

The agent stops using the document immediately.

When the agent doesn't know something

If the agent doesn't find an answer in the KB, it will say so rather than make something up — usually something like "That's a great question — let me have our team get back to you on that." That's a signal you should:

Check if the answer is already in the KB but phrased differently
Add a short Q/A entry covering the exact way callers ask
Or add a fallback instruction in the agent: "If asked about X, say Y."

Permissions

Action	Super Admin	Admin	Member
Upload / delete KB docs	✅	✅	❌
View KB	✅	✅	✅