Knowledge base
A knowledge base is your own content — documents, FAQs, price lists, policies — that your agent can reference to answer caller questions accurately. Instead of cramming every fact into the instructions, you upload source material and the agent looks up the most relevant parts during a call.
How it works
- You upload documents to your workspace’s knowledge base.
- You attach one or more documents to an agent.
- During a call, when a caller asks something, the agent finds the most relevant passages and uses them to answer.
Your knowledge base is private to your organization — your content is never shared with or visible to other customers.
Supported file types
| Type | Max size |
|---|---|
| 50 MB | |
| Word (DOCX) | 50 MB |
| PowerPoint (PPTX) | 10 MB |
| Excel (XLSX) | 50 MB |
| CSV | 50 MB |
| Text (TXT), Markdown (MD), HTML | 10 MB |
| JSON / JSONL / NDJSON | 10 MB |
Spreadsheets (Excel and CSV) are automatically converted into clean, searchable tables so the agent can read them accurately. Very large spreadsheets are trimmed (up to 1,000 rows and 50 columns per sheet) — for big datasets, keep the most important columns.
Managing documents
- Upload a new document to your knowledge base.
- List all uploaded documents.
- Rename or delete documents.
- Attach / detach documents to specific agents.
- View which documents an agent is currently using.
Tuning retrieval (advanced)
Two per-agent settings control how the agent pulls from your knowledge base:
| Setting | What it does | Default |
|---|---|---|
| Results per query (top-K) | How many passages the agent retrieves for each question. Higher = more context, but noisier. | 3 |
| Match threshold | How closely a passage must match before it’s used. Higher = stricter, only very relevant matches. | 0.60 |
Leave these at their defaults unless you find the agent is missing answers (raise results) or pulling in irrelevant text (raise the threshold).
Quick lookups (Custom Lookup)
For small, structured reference data — like a price sheet, store list, or opening hours — you can also give an agent a Custom Lookup: upload a CSV or Excel table and the agent keeps it handy for instant answers. This is ideal for facts the agent needs on almost every call.
Best practices
- Keep documents focused. One topic per document searches better than one giant file.
- Use clear headings. Well-structured documents produce more accurate answers.
- Keep it current. Re-upload when prices, hours, or policies change.
- Don’t rely on it for actions. The knowledge base answers questions; to do things (book, look up a record), use Tools & functions.