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Knowledge Base

The Knowledge Base allows you to provide your agents with domain-specific information. During a conversation, the agent automatically retrieves the most relevant content to answer caller questions accurately.

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How It Works

  1. You create knowledge items containing text content
  2. The content is split into chunks and embedded as vectors
  3. During a call, the agent’s question is matched against these vectors
  4. The most relevant chunks are injected into the LLM context
This is called Retrieval-Augmented Generation (RAG) — it ensures your agent answers based on your data, not just general knowledge.

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Creating a Knowledge Item

  1. Navigate to Build > Knowledge Base
  2. Click Add
  3. Fill in:
    • Name: a descriptive label (e.g. “Product Catalog Q3 2025”)
    • Description: optional summary of the content
    • Content: the text your agent should know
Structure your content with headings (## Section Title) to help the chunking algorithm split it into meaningful sections.

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Content Guidelines

Write content as you’d want the agent to say it. Avoid internal jargon unless the agent should use it with callers.
Use ## Heading to separate topics. Each heading creates a natural chunk boundary, improving retrieval accuracy.
One knowledge item per topic or document. Don’t dump everything into a single item — smaller, focused items retrieve better.
Outdated knowledge leads to wrong answers. Delete and recreate items when the underlying information changes.

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Example Content Structure

## Business Hours
We are open Monday to Friday, 9am to 6pm.
Saturday from 10am to 2pm. Closed on Sundays and public holidays.

## Return Policy
Items can be returned within 30 days of purchase with original receipt.
Refunds are processed within 5-7 business days.
Sale items are final sale and cannot be returned.

## Pricing
- Standard plan: €49/month
- Professional plan: €99/month
- Enterprise: contact sales for custom pricing

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Linking to an Agent

Once created, attach the knowledge base to your agent in the agent configuration page. The agent will automatically use it during conversations.

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API Access

Knowledge base items can also be managed programmatically via the Public API.