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The Knowledge Base is the reference library your agent uses during calls to answer factual questions accurately. It is best used for information the agent may need to retrieve during a conversation but that does not belong in the prompt itself. This can include:
  • product or service details,
  • pricing information,
  • FAQs,
  • policies,
  • opening hours,
  • process information,
  • and other factual business content.
You can upload up to 10 files in PDF, DOC, or TXT format, with a maximum size of 100 MB per file, or paste text directly into the platform. Once added, the knowledge base can be connected to your agent from within the editor.

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Important usage rule

The Knowledge Base is for factual reference only. All behavioural instructions, scripts, rules, and action logic should be placed in the prompt, not in the Knowledge Base. The prompt tells the agent how to behave.
The Knowledge Base gives the agent facts to reference. If the same instructions are placed in both areas, the agent receives conflicting signals, which can reduce performance and make responses less reliable.

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Best practice

Use the prompt for:
  • role and tone,
  • conversation flow,
  • objection handling,
  • booking logic,
  • transfer rules,
  • and behavioural guidance.
Use the Knowledge Base for:
  • facts,
  • reference material,
  • business information,
  • and answers the agent may need to retrieve during live calls.
Keeping those two layers separate leads to cleaner behaviour, more accurate answers, and better overall call performance.