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Manage Knowledge Bases

Knowledge bases allow you to provide context and information to your AI agents, enabling them to answer questions accurately and handle conversations based on your specific data.

What are Knowledge Bases?​

Knowledge bases are collections of information that your AI agents can reference during calls. They can contain:

  • Text entries: Custom text content with titles
  • URLs: Web pages that are automatically scraped and indexed
  • Files: PDF and PPTX documents (up to 50MB each, max 25 files per knowledge base)

When you attach a knowledge base to an agent, the agent can use this information to answer questions, provide details about your products or services, and handle conversations more effectively.

Creating a Knowledge Base​

  1. Navigate to Knowledge in the main menu

  2. Click the + button in the sidebar

  3. Fill in the basic information:

    • Name: A descriptive name for your knowledge base
    • Language: The primary language of the content (optional)
    • Scope: The scope of the knowledge base (defaults to "general")

  4. Add sources using one of three tabs:

Adding Text Entries​

  1. Click the Text tab
  2. Click Add Text Entry
  3. Enter a Title and Text content
  4. Add multiple entries as needed
  5. Remove entries using the X button

Adding URLs​

  1. Click the URLs tab
  2. Enter a URL in the input field
  3. Click Add URL to add it to the list
  4. Add multiple URLs as needed
  5. Enable Auto-refresh to automatically update URLs every 12 hours (recommended for frequently changing content)
  6. Remove URLs using the X button

Adding Files​

  1. Click the Files tab

  2. Drag and drop files into the upload area, or click to browse

  3. Supported formats: PDF and PPTX

  4. Maximum file size: 50MB per file

  5. Maximum files: 25 files per knowledge base

  6. Remove files using the X button

  7. Click Create to create the knowledge base

The knowledge base will be processed in the background. You can see its status (in progress, complete, or error) in the knowledge base list.

Managing Knowledge Bases​

Viewing Knowledge Base Details​

  1. Click on a knowledge base in the sidebar to view its details
  2. You'll see:
    • All sources (text entries, URLs, files)
    • File sizes and metadata
    • Creation date and creator
    • Status (in progress, complete, or error)

Editing a Knowledge Base​

  1. Select a knowledge base from the sidebar
  2. Click Modify button
  3. Update the name, language, or scope
  4. Click Save

Adding Sources to an Existing Knowledge Base​

  1. Select a knowledge base from the sidebar
  2. Click Add Sources button
  3. Use the tabs to add text entries, URLs, or files (same process as creating a new knowledge base)
  4. Click Add Sources to save

Deleting Sources​

  1. Select a knowledge base from the sidebar
  2. Find the source you want to delete
  3. Click the X button on the source card

Deleting a Knowledge Base​

  1. Select a knowledge base from the sidebar
  2. Click the Delete button (trash icon)
  3. Confirm the deletion

Note: Deleting a knowledge base will remove it from all agents that use it. Make sure no active campaigns depend on this knowledge base.

Using Knowledge Bases with Agents​

When creating or editing an agent, you can select a knowledge base in the Advanced & Knowledge Base step. The agent will use the knowledge base content to:

  • Answer questions about your products or services
  • Provide accurate information from your documentation
  • Handle conversations based on your specific context

Best Practices​

  1. Organize by topic: Create separate knowledge bases for different topics (e.g., "Product Information", "Support Documentation", "Pricing")

  2. Keep content up-to-date: Use auto-refresh for URLs that change frequently

  3. Use descriptive titles: For text entries, use clear titles that help the AI understand the content

  4. File size limits: Keep files under 50MB for faster processing

  5. Language consistency: Set the language field to match your content's primary language

  6. Test before campaigns: Verify that your knowledge base is complete and working before using it in active campaigns

Troubleshooting​

Knowledge Base Status Shows "Error"​

  • Check that all URLs are accessible
  • Verify that files are in supported formats (PDF, PPTX)
  • Ensure files are under 50MB
  • Try recreating the knowledge base with fewer sources

Agent Not Using Knowledge Base Content​

  • Verify the knowledge base status is "complete"
  • Check that the knowledge base is attached to the agent
  • Ensure the knowledge base language matches the agent's language

Auto-Refresh Not Working​

  • Auto-refresh runs every 12 hours automatically
  • Check that URLs are still accessible
  • Verify that the knowledge base status is "complete"