Overview
What is the Knowledge Base?
The Knowledge Base lets you give your AI receptionist access to specific content about your business — such as service pricing, FAQs, policies, or product details. When a caller or chat visitor asks a question, the AI can look up this content to give accurate, detailed answers.
Documents
Upload PDFs, Word documents, text files, Markdown, and CSVs (up to 10 MB each).
URLs
Add a web page URL and the AI will extract and index the text content from that page.
Plain text
Type or paste content directly — ideal for FAQs, pricing tables, or short policy summaries.
Separate from AI Setup The Knowledge Base is its own page accessible from the sidebar — not part of the AI Setup accordion. Your AI Setup configuration does not need to be re-published when you update the knowledge base.
Adding Content
Adding URLs
Add a URL to let the AI extract and index the text content of a web page — such as your pricing page, services page, or FAQ page on your website.
1
Select the URL tab
In the add form, choose the URL input type.
2
Enter the page URL
Paste the full URL of the page you want to index (e.g.
https://yoursite.com/pricing). The URL is normalised to HTTPS automatically.3
Add and build
Click Add to add the URL to your list, then click Build Knowledge Base to sync it to the AI.
Adding Content
Adding Documents
Upload files from your computer to include in the knowledge base. The AI will extract and index the text content of each file.
| Format | Notes |
|---|---|
PDF (.pdf) | Text-based PDFs are fully supported. Scanned image PDFs may have limited extraction. |
Word (.doc, .docx) | Standard Word documents. |
Text (.txt) | Plain text files. Recommended for best extraction accuracy. |
Markdown (.md) | Markdown files. Recommended for structured content like FAQs. |
CSV (.csv) | Comma-separated data files — useful for product catalogues or pricing tables. |
Best format Use .txt or .md files when possible — these produce the most accurate text extraction. Maximum file size is 10 MB per file.
Adding Content
Adding Plain Text
Type or paste content directly into the text input — no file needed. This is ideal for short, focused entries like pricing summaries, team bios, or policy statements.
1
Select the Text tab
In the add form, choose the Text input type.
2
Enter your content
Type or paste your text. Give it a clear title so you can identify it in the list later.
3
Add and build
Click Add, then click Build Knowledge Base to sync the new content.
Build & Status
Building and checking status
After adding items, you must click Build Knowledge Base (or Rebuild if the KB already exists) to sync them to the AI. The status indicator shows the current state.
| Status | Meaning |
|---|---|
| Building… | The knowledge base is being processed. The page polls automatically — wait for it to complete. |
| Ready | The knowledge base is indexed and active. Your AI can now reference this content. |
| Error | The build failed. Click Rebuild to try again. Check that your files are not corrupted or empty. |
Pending items Items added since the last build show an orange Pending badge. They are not yet available to the AI until you build.
Live agent auto-refreshes Completing a build automatically republishes your live phone agent using the last published AI Setup version plus the fresh Knowledge Base state — so Share Info/shareable-content changes go live without a full Save & Go Live or version bump. When the build finishes here, the page confirms "Knowledge Base is ready — your live agent is using it now".
Builds triggered by Go Live run in the background If you publish from AI Setup with Knowledge Base changes pending, your agent goes live immediately and the build continues behind it. You do not need to stay on the page — the live agent is relinked to the finished Knowledge Base by the server.
Stuck on "Building…"? While a build is marked in progress the Build button is disabled. If a build is interrupted — by a deploy or a server timeout on a very large catalogue — the status could otherwise stay pinned there. A build still showing as in progress after 10 minutes is treated as dead and the Build button becomes available again, so you can simply rebuild. No build legitimately takes that long.
Managing Items
Viewing and deleting items
All items in your knowledge base are listed on the page with their type, title, and sync status.
- Each item shows its type badge (URL, DOC, PDF, TXT, MD, CSV, or Text).
- Synced document files show a download icon — click it to retrieve the processed file. URL and text items do not have a download link.
- Click the delete icon to remove an item. A confirmation prompt appears before deletion.
- Items not yet synced (Pending) are removed immediately. Already-synced items are removed from the AI on the next build.
Best Practices
Getting the most out of your Knowledge Base
Keep entries focused
Each document or text entry should cover one topic. Short, specific entries produce better AI answers than large, mixed documents.
Avoid contradictions
Do not upload conflicting information (e.g. two price lists with different figures). The AI will attempt to reconcile them, which can produce inconsistent answers.
Keep content up to date
Remove outdated documents when prices, policies, or services change. Rebuild after any update to ensure the AI has the latest information.
Use TXT or Markdown
Plain text (.txt) and Markdown (.md) files produce the most accurate extraction. Use these formats when creating new content specifically for the knowledge base.