Managing Knowledge Bases

Overview

This guide explains how to create, manage, and attach knowledge bases to an AI Voice Agent. Knowledge bases provide the agent with reference information it can draw on during calls — such as business details, FAQs, pricing, and product information.

Steps to Create a Knowledge Base

Option 1 – From the Knowledge Base Tab

1. Open the sidebar and navigate to Knowledge Base.

2. Click Create New.

3. Choose the knowledge base type:

   Basic Knowledge Base

   • Enter the business name and key details
   • Expand the dropdown to add: opening hours, services offered, pricing, intake questions, FAQs, and other relevant information
   • Click Create when complete

   Advanced Knowledge Base

   • Upload a PDF, Word document, or text file, or paste raw text directly
   • Use this option for large or complex knowledge bases that exceed what the basic form supports
   • Click Create when complete

Option 2 – From Within an Agent

4. Navigate to Call Flows and locate the agent you want to edit.
5. Ensure you are in the Advanced View.
6. Go to the General tab and click Knowledge Base.
7. View currently attached knowledge bases, edit them, attach new ones, or detach existing ones.
8. Click Create New from this panel if you want to create a knowledge base directly from the agent.

Steps to Attach or Detach a Knowledge Base

1. Open the agent in Call Flows.
2. Ensure you are in the Advanced View.
3. Go to General → Knowledge Base.
4. Use the attach/detach controls to manage which knowledge bases are active for this agent.
5. Click Save to Draft or Publish to Production.

Key Notes

🎥 Watch the demo video below