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How it works

The knowledge base uses Retrieval-Augmented Generation (RAG) to give your agent access to your business information during calls. When a caller asks a question, the agent automatically searches the knowledge base for relevant content and uses it to formulate an accurate answer.

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Adding knowledge

  1. Go to your agent’s settings and open the Knowledge tab.
  2. Click Upload file.
  3. Select a document (PDF, TXT, DOCX, or similar text formats).
  4. The file is automatically processed: text is extracted, split into chunks, and indexed.
For best results, use well-structured documents with clear headings and paragraphs.

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Managing documents

Each uploaded file or crawled URL appears as a document in your knowledge base list. You can:
  • View chunks — inspect the individual text chunks created from a document
  • Edit chunks — modify chunk content directly if the automatic processing missed something
  • Delete documents — remove a document and all its chunks

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How chunking works

Documents are split into overlapping text chunks to ensure the agent can find relevant context even when information spans multiple sections:
  • Chunk size — optimized for retrieval accuracy
  • Overlap — 200 characters of overlap between adjacent chunks prevents context loss at boundaries
  • Minimum length — chunks shorter than 100 characters are filtered out
Very short documents (less than a paragraph) may not chunk effectively. Combine related short pieces into a single document for better results.

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Best practices

Use headings, bullet points, and short paragraphs. The chunking algorithm works best with well-organized content.
Delete outdated documents and re-upload or re-crawl when your business information changes. Stale knowledge leads to incorrect answers.
Tell your agent to use the knowledge base in its instructions:
Use the knowledge base to answer questions about our services,
pricing, and opening hours. If the answer is not available,
let the caller know and offer to connect them with a team member.
After adding knowledge, test your agent with the exact questions your callers would ask. Review the transcript to verify the agent retrieves the right information.