What is the knowledge base
Information you give to your agent
The knowledge base is the collection of information you provide to your agent so it can respond with greater accuracy and personalization. Think of it as your business’s “employee handbook” — the more relevant information it has, the better it will serve your customers.
When a customer asks a question, the agent automatically searches the knowledge base for the most relevant information and uses it to build its response. All you need to do is upload the content.
Three ways to add information
Write the information you want your agent to know directly. Ideal for instructions, policies, frequently asked questions, or any data you can express in text.
Upload documents such as PDF, DOCX, XLSX, or XLS. The agent will extract the information automatically. Perfect for manuals, catalogs, or price lists you already have in digital format.
Paste a webpage URL and the agent will extract its content. Useful for giving your agent access to information published on your website or other online resources.
Why it matters
The knowledge base directly improves the quality of your agent’s service:
- More accurate responses: the agent answers with real data from your business instead of generic information.
- Fewer mistakes: with the right information at hand, the agent avoids giving incorrect or made-up answers.
- Personalized service: your customers receive answers tailored to your business, services, and policies.
Start by adding the information your customers ask about most often: hours, prices, address, cancellation policies, and so on. You can expand the knowledge base over time.
