Building your knowledge base

Your knowledge base is what your agent answers questions from — your hours, services, pricing, policies, FAQs, and anything else callers ask about. The agent searches it live during a call and answers from what it finds. If something isn't here, the agent won't know it, so keep this accurate and current.

What you can add

Open the Knowledge tab and add information as:

• Plain text — paste anything: FAQs, policies, service descriptions.
• A web page — add a URL and we pull in its content.
• A document — upload a PDF (including scanned PDFs, which we read with OCR) or a Word document (DOCX).

Each piece becomes searchable knowledge your agent can draw on.

Keep web pages up to date automatically

For any source you added from a URL, pick an auto-refresh schedule — daily, weekly, or monthly — from the dropdown on that source in the Knowledge list. We'll re-read the page on that cadence and update the knowledge in place, so your agent always answers from the latest version without you having to re-add it. Set it to No auto-refresh to leave it fixed. (Pasted text and uploaded files don't change on their own, so this applies only to URLs.)

How answering works

When a caller asks something, the agent searches your knowledge for the most relevant passages and answers from them in its own words. This means:

• It answers your specifics, not generic guesses.
• It can say it doesn't know when the answer isn't in your knowledge — which is exactly what you want instead of a made-up answer.

Make sure each agent that should use knowledge has the search knowledge tool enabled — see Creating an agent.

Storage limits

Each plan includes a knowledge storage allowance, and a single upload can be up to 10 MB. If you hit your limit, remove older items or move up a plan. See Plans & billing for the allowances.

Tips for great answers

• Write the way callers ask. If people ask "do you take walk-ins?", include that phrase.
• Keep it current. Update hours, prices, and policies when they change.
• Be specific. "Open 9–5 Monday to Friday, closed public holidays" beats "open during business hours."
• One topic per entry keeps search sharp.
• Test it. After adding knowledge, run a test call and ask the questions you expect.

Frequently asked questions

Can it read a scanned PDF? Yes — scanned PDFs are processed with OCR so the text becomes searchable.

How often does it update? New and edited knowledge is available to your agent shortly after you save it.

What if the agent gives a wrong answer? Usually the source info is missing or outdated. Add or correct the relevant entry and test again.

Next step

Give your agent a number so it can take calls: Phone numbers.