Quick Start — Build Your First Knowledge Base in 5 Minutes
🚀 New to knowledge bases? Start here.
Go to Knowledge Base in the left menu → click Create Knowledge Base
Give it a name (e.g. "FAQ", "Product Info")
Click Add Content → select Q&A
Write one question and its answer
Click Save
That's your first knowledge base. Now connect it to an agent to put it to work.
What Is a Knowledge Base?
A knowledge base is a structured collection of information your agent uses to answer caller questions. When a caller asks something, the agent searches the knowledge base and responds based on what it finds there.
Without a knowledge base, your agent can only follow what's written in the prompt. With one, it can answer specific questions about your business — prices, hours, services, policies — accurately and consistently.
Creating a Knowledge Base
In the left menu, click Knowledge Base.
Click Create Knowledge Base.
Enter a name that describes its content (e.g. "FAQ – Dental Clinic", "Product Catalogue").
Click Save.
The knowledge base is now created. The next step is adding content to it.
Adding Content
Click Add Content inside the knowledge base. You will see three content types:
Q&A (Question and Answer)
The most effective format. Write a question the way a real caller would ask it, then write the exact answer the agent should give.
Best for: pricing, availability, policies, specific procedures, frequently asked questions.
💡 Write the question as a caller would say it: "Do you offer free parking?" not "Parking availability inquiry". The agent matches caller language to knowledge base questions — natural phrasing works best.
⚠️ One fact per Q&A pair. If a topic has three related answers (e.g. office hours for Monday, Saturday, and holidays), create three separate Q&A entries. Combining them makes retrieval unreliable.
Text
Free-form text blocks. Use for background context — company description, service overview, general policies — that the agent can draw on during conversations.
Best for: general background, longer explanations, context the agent may need across many topics.
⚠️ Avoid vague or verbose text blocks. Long unstructured text is harder for the agent to retrieve accurately. Prefer Q&A for anything the agent needs to answer precisely.
URL
Provide a web page URL and the agent will extract content from it automatically. Useful for importing existing FAQs, product pages, or documentation.
Best for: importing content that already exists on your website.
⚠️ Check what gets imported. Not all page content imports cleanly. After adding a URL, review the extracted content and correct any errors before saving.
Managing Your Knowledge Base
Edit any entry by clicking on it
Delete an entry using the three-dot menu → Delete
Search within the knowledge base using the search bar
Keep content up to date. If prices, hours, or policies change, update the relevant entries immediately — the agent will use the updated version on the next call.
Best Practices
Start small. 10–20 high-quality Q&A pairs outperform 100 vague entries. Add more as you identify gaps from real calls.
Use caller language. Write questions the way your actual callers speak.
One fact per entry. Never combine multiple answers into a single Q&A pair.
Review regularly. After the first 20–30 calls, check the call log to identify questions the agent answered incorrectly and add the correct Q&A entries.
Common Issues
The agent gives wrong or incomplete answers
The knowledge base may not contain the relevant Q&A pair, or the question is phrased differently from how callers ask it. Add a Q&A entry using the exact phrasing from the call log.
The agent ignores the knowledge base entirely
Check that the knowledge base is connected to the agent. Go to the agent → Configure tab → Knowledge Base section. See How to Connect a Knowledge Base to an Agent.
URL import did not work correctly
Some pages use JavaScript rendering or have content behind logins — these cannot be imported automatically. Copy the content manually and add it as a Q&A or Text entry instead.
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