Knowledge

The prompt on Instructions is the job brief. Skills - Knowledge is the reference library and the memory of who called before. Put facts here - hours, prices, policies - so you do not stuff them into the prompt and hit the character cap.

Building the documents is Learning Center - queues and knowledge bases. This page is what to turn on for this agent, and why. If the library exists but the toggle here is off, callers still hear “I don’t know.”

The page title is Give your agent things to know.

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First setup - attach a library and prove it

Do this on the onboarding agent before you split bases across the team.

1. Open Skills - Knowledge

   If only Agent knowledge is listed and nothing else is on, the agent still has almost nothing useful to search for customer FAQs.

2. Click + Add knowledge base

   Name it after the job - for example Hours & prices - not “KB1”. This creates the base and turns it on for this agent.

   New knowledge base under Learning Center - Knowledge Bases does not attach it. That screen says bases must be attached from the agent’s Knowledge tab. If you created the library in Learning Center, come back here and turn the toggle on (or use + Add knowledge base).

   Manage all knowledge bases opens the company list.

   

   knowledge-addExpand

3. Open Manage documents (folder) and add real Q&A

   A new base often shows Empty - open Manage documents to add files. Callers hear Q&A pairs, not a raw dump. Open a knowledge base is the two-pane screen. Come back here when the toggle is on and the pairs exist.

4. Leave Advanced - Knowledge collapsed at first

   It appears after at least one base is attached. Inside you will find:

   • Selective Knowledge Lookup - leave Off on day one. When on, the agent may skip a base and miss a fact.
   • Knowledge items included per answer - how many items can be pulled into a reply (for example 5).

5. Try this agent

   Ask one of the questions you added. Then open Calls and listen. If it improvises, the pair is missing, this toggle is off, or you tested a different agent.

6. Turn capture on so new gaps come back

   Learning Center - Settings - Questions your agents could not answer. The next “I don’t know” becomes a card you save into knowledge. This tab may show items waiting in Learning when there is something to review - if it says nothing waiting, you are clear.

What each row on this tab is

A normal knowledge base

Toggle on = this agent may read it. Folder opens Manage documents. Rename / delete are on the row unless the file is locked. Example name: Hours & prices.

Agent knowledgeLOCKED

This agent’s own file. It stays on. Subtext is typically Auto-built from transferred calls. Learning Center can drop unanswered items and transfer leftovers here. Do not paste the company handbook into it.

Company knowledge

Facts every agent should know, when you save a Learning Center item as Everyone. It may not appear until you create one.

ManagedLOCK ICON

Built by the product (for example contact memories). Not a place to dump policies. Only shows when the product has created one.

Attach only what this agent is allowed to say. A sales agent does not need the HR pack.

Call Memory - “you called Monday”

Memory reads summaries, not raw audio. If Call Summary is off under Call results, Enable Call Memory stays locked with a banner like Call Memory needs Call Summary. Use Enable Call Summary on that banner (or turn Call Summary on under After the call - Call results).

1. Turn Call Summary on (or use the lock banner button).

2. Enable Call Memory - the agent can use past summaries for the same caller.

3. How long should the AI remember details - start with 7 days. After that the agent starts fresh. Longer windows are for a small VIP list, not a public inbound line. Expired memory does not delete Calls - the agent just stops using those summaries.

4. How many past calls to remember for each caller - start with Last 3 calls (or Last 2 calls). More feels richer and can overload the prompt.

5. Continue the last conversation - if the same person contacts again inside this window, they continue the previous session instead of starting over. Example starting value: 10 minutes. Calls match by phone number; website chat matches by email. Maximum is 1 day. The last session’s summary is not added again, because the full conversation is already there. Leave it Off until you have repeat callers who get cut off and ring back.

Prove it: two Try this agent (or phone) calls as the same number. The second greeting should use something from the first. If it does not, summary is off, memory is off, the window expired, or the caller ID was different.

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What not to turn on yet

Facts every agent should know

TURN ONA shared knowledge base + toggle onNEEDSBuild it in Learning Center or with + Add knowledge base here.

You called Monday about the blue shirt

TURN ONCall MemoryNEEDSNeeds Call Summary on Call results first.

The agent only searches relevant bases

TURN ONSelective Knowledge LookupNEEDSOnly after you have several bases. It can skip the wrong file and miss a fact.

Troubleshooting

Why can't I enable Call Memory?

Call Summary is off under After the call - Call results. Use the lock banner’s Enable Call Summary button, or turn it on there yourself.

The agent still guesses instead of using the docs

Work through this list:

1. The base exists in Learning Center but the toggle is off on this agent.
2. The fact never became a Q&A pair - open Manage documents and search.
3. Selective Knowledge Lookup skipped that base.
4. You tested a different agent than the one you attached.

I can't turn Agent knowledge off

That is the agent’s own file. It stays attached so unanswered questions and transfer leftovers have somewhere to land. Build the handbook as a separate base such as Hours & prices.

This tab says items are waiting in Learning

That is the Learning Center inbox. Write the answers there and save them. Capture still lives under Learning Center - Settings. If it says nothing waiting, there is nothing to review.

Next Steps

Learning Center - Knowledge bases - Call results (summaries) - Tools & Workflows