A Knowledge Base is a repository of documents and information that your agent can search during conversations. Instead of stuffing everything into a prompt, you upload content and let the agent retrieve what’s relevant when needed.
Location: Left Sidebar → Knowledge Base
The Knowledge Base page shows all your KBs on the left. Click any KB to see its documents on the right.
Each document shows its status — completed means it’s ready for your agent to use.
Click the + button next to “Knowledge Base” to create a new one.
Click Create Knowledge Base to finish.
Once your KB is created, click + Add Document to add content.
After uploading, documents are processed and indexed. Wait for completed status before expecting the agent to find the content.
Once you have a Knowledge Base with content:
The agent can now search this KB during conversations.
Outdated information leads to wrong answers. Review and update regularly — especially policies, pricing, and procedures.
Use clear headings and concise paragraphs. Q&A format works well because it matches how callers actually ask questions.
Focused, relevant content retrieves better than massive document dumps. Don’t upload everything — upload what matters.
Ask your agent questions that should use the new content. Verify it finds and uses the right information.