Knowledge Base

Knowledge bases let agents retrieve facts from uploaded documents during a conversation. Use them for product FAQs, policy documents, pricing details, SOPs, eligibility rules, or support playbooks.

Common uses

• Answer customer questions using approved content
• Keep prompts short while giving agents access to deep context
• Update business facts without rewriting agent instructions
• Test retrieval quality before assigning a knowledge base to production agents

Operational notes

• Keep documents concise and up to date.
• Use clear headings and direct answers for best retrieval quality.
• Test expected user questions before going live.
• Avoid uploading secrets or data that should not be spoken to callers.