Knowledge Base
The Knowledge Base gives your assistant a private library of documents it can reference during a conversation. Instead of relying solely on the AI model's general training data, the assistant pulls answers directly from your uploaded content making responses accurate, specific, and trustworthy.
Why It Matters
Without a Knowledge Base, an assistant asked "What is your return policy?" will either guess, produce a plausible-sounding but incorrect answer, or admit it doesn't know. With even a single uploaded FAQ document, it answers from your actual policy every time.
A one-page FAQ uploaded to the Knowledge Base has an outsized impact on answer accuracy. Even 5–10 Q&A pairs dramatically reduce hallucinations on domain-specific questions.
Adding Documents
Click + New in the left sidebar to create a Knowledge Base, then add documents using any of the three methods shown:
| Method | Description | Best For |
|---|---|---|
| Upload PDF File | Directly upload a PDF file with the required information | Product manuals, policy docs, brochures, terms & conditions |
| Blank Document | Manually add information to a blank document inside the editor | Internal SOPs, call scripts, onboarding guides, quick Q&A pairs |
| Paste from URL | Scan information directly from a URL link to a document or website | Web pages, online help centers, public-facing policy pages |
You can maintain multiple Knowledge Bases and switch between them per assistant. Use the left sidebar to navigate between bases or create a new one with + New.
How the Assistant Uses It
When a caller asks a question, the assistant searches the Knowledge Base for the most relevant content and uses it to construct a grounded answer. This process is called retrieval-augmented generation (RAG) the model retrieves your content first, then generates a response based on it rather than from general training alone.
| Without Knowledge Base | With Knowledge Base |
|---|---|
| Answers from general AI training | Answers from your uploaded documents |
| Prone to hallucination on specific details | Grounded, accurate responses to domain-specific questions |
| No control over what the assistant "knows" | You define and control the source of truth |
| Inconsistent answers across calls | Consistent answers every time |
Best Practices
- Keep Documents Clean and Structured: Bullet points, numbered lists, and clear headers help the retrieval system locate the right section faster than dense unbroken paragraphs.
- Split Large Documents by Topic: Upload separate files for pricing, returns, and shipping rather than one combined document this improves the precision of what gets retrieved for each question.
- Update Documents When Your Policies Change: The assistant answers from whatever is currently uploaded. Outdated documents produce outdated answers.
- Use Paste from URL for Live Web Content: For pages that update frequently like a public help center or pricing page linking by URL means the assistant can always reference the latest version.
- Name Your Files Clearly: Descriptive filenames like
return-policy-2026.pdfmake it easier to manage and update documents as your business evolves.
Removing a document from the Knowledge Base takes effect immediately on the next call. If you are updating a document, upload the new version before deleting the old one to avoid a gap in coverage during active calling hours.