Open a knowledge base
Create and attach the base first - that is Knowledge bases. This page is the two-pane editor you land on after Manage documents / the folder icon (or after you click a row on the list).
Read it left to right
Section titled “Read it left to right”| Side | What it is | What callers hear |
|---|---|---|
| Left - All Sources | The raw material you added: a pasted text, a URL, a PDF. | Nothing. A source is not an answer. |
| Right - Entries | The Q&A (or document entries) the agent can quote. | This is what the caller hears. |
Filter tabs across the top:
+ Add opens Question, Text, Link, File, then Bulk Upload. How to fill each kind is Add sources.
Question usage on this page is company-wide (for example 0 of 1,000 questions on the plan banner).
What “broken” looks like
Section titled “What “broken” looks like”If the right pane is empty, the agent still has nothing to say - even when the left pane is full.
- Sources show 0 Q&A - wait for processing, then refresh.
- A link shows Not started - finish the crawl on Add sources.
- No questions yet - click + Add - Question and write the asks yourself.
Once entries exist - use the right pane
Section titled “Once entries exist - use the right pane”- All / Manual / AI Generated - filter what you typed vs what was generated.
- Search questions… filters this page.
- Click a row to preview or edit. Use Protected on prices and legal lines so later crawls cannot overwrite them.
- Download exports pairs when you need an offline copy.
Troubleshooting
Section titled “Troubleshooting”I uploaded files / added links and the right pane still says No questions yet
Sources are not answers. Wait for processing, finish link crawls, or skip the wait with + Add - Question.
The agent quotes the handbook but the wording is wrong
Edit the pair on the right pane. Then Try this agent and listen on Calls.
Next Steps
Section titled “Next Steps”Was this page helpful?