Knowledge bases

A knowledge base is the library the agent searches during a call - hours, prices, policies, product facts. Skills - Knowledge is the permission: which of those libraries this agent may read.

If you skip this page and only write a prompt, you will hit the character cap and the agent will guess. If you build a library here but never attach it on the agent, callers still hear “I don’t know.” Both sides have to be done.

This page is create, attach, and the first questions. The two-pane screen is Open a knowledge base. Texts, links, and files are Add sources.

Open the list

Learning Center - Knowledge Bases.

The tab line: reference material your agents answer from - questions, pasted text, crawled pages and uploaded documents. Attach them to an agent from its Knowledge tab.

kb-listExpand

+ New knowledge base creates a row on this list only - it does not attach the base to an agent.

Knowledge question usage is company-wide (for example 1000 of 1000 questions left / In use 0 / 1000). When it hits zero, new Q&A is blocked. Delete unused pairs, or use View subscription / Add resources.

Filter by Language, + Add filter, and Search knowledge bases…

Two ways to create a base - they are not the same

This agent should start answering from the new library today

TURN ONAdd knowledge baseNEEDSOn the agent - Skills - Knowledge - + Add knowledge base. Creates the base and turns it on for that agent. Use this on day one.

A shared library I will attach later

TURN ONNew knowledge baseNEEDSOn Learning Center - Knowledge Bases. Creates the row only. You still open each agent and turn it on.

Every agent also has a locked Agent knowledge file on its Knowledge tab. That one stays on. Do not paste the company handbook into that file.

First setup - attach a base and prove it on a call

1. Create the base from the agent so it attaches

   Sidebar - AI agents - the onboarding agent - Skills - Knowledge - + Add knowledge base.

   NameREQUIRED

   Name it after the job, not the file. Example: Hours & prices, Clinic services, Returns.

   Description

   Optional. What this library covers.

   Confirm. The base is created and turned on for this agent.

   

   kb-add-agentExpand

2. Open the folder / Manage documents

   You land on the two-pane editor (All Sources left, Entries right). Open a knowledge base.

3. Add the questions callers already ask

   Click + Add - Question. Write the question the way a caller says it. Write the answer the way you want it spoken.

   Save a few real pairs before live callers (for example opening hours, location, pricing). A small typed set beats a huge dump the agent never quotes correctly.

   

   kb-entriesExpand

4. Turn capture on so new gaps come back

   Learning Center - Settings - Questions your agents could not answer.

5. Try this agent

   Ask one of those questions. Then open Calls and listen.

One shared base first

Start with one library every agent should know (for example Hours & prices). Add a second base only when a specialist must not see the first.

A base that exists, is turned on, and still has Entries (0) is worse than no base - the agent searches it, finds nothing, and says “I don’t know.”

After the library exists

1. Learning Center Unanswered is how new facts get in.
2. If a generated answer is wrong, edit that pair.
3. To stop an agent using a library, turn it off on that agent’s Knowledge tab. Deleting the base removes it for everyone.

Troubleshooting

The agent ignores the documents

1. The base exists under Learning Center - Knowledge Bases but the toggle is off on this agent’s Skills - Knowledge.
2. The right pane is still empty - add Questions.
3. Selective Knowledge Lookup skipped that base.
4. You tested a different agent.

Can I put the company handbook in a Managed row?

No. Managed rows are product-built. Create a normal knowledge base and attach it.

New questions are blocked

The plan question cap is full. Delete unused Q&A, or upgrade from Subscription & Billing / Add resources.

Next Steps

Open a knowledge base - the two-pane screen.→Add sources - Question, Text, Link, File, Bulk Upload.→Knowledge - attach libraries to this agent, plus Call Memory.→Learning Center - turn capture on, then save what calls missed.→