Knowledge Base

The Knowledge Base is where you give your agent the facts about your business so it can answer questions accurately across your website widget, the phone, and the dashboard.

What the knowledge base does

When you add content to the knowledge base, your agent grounds its answers in that content. Instead of guessing, it draws on the sources you've provided to respond to callers and chatters — the same knowledge is used everywhere the agent runs:

• On the web chat widget embedded on your site
• On the phone, during inbound calls and outbound campaign calls
• In the dashboard, when you test the agent

This means you maintain one set of sources and every channel stays consistent.

Adding knowledge

You can add knowledge to an agent in three ways: web page URLs, file uploads, or pasted text. Mix and match as many sources as you need.

Web page URLs

Point the agent at pages on your website and it fetches their content.

1. Open your agent and go to the Knowledge Base tab.
2. Add a website URL.
3. The platform fetches the page content so the agent can ground answers in it.

Good candidates are pages that already answer common customer questions — your services page, pricing page, FAQ, hours-and-location page, and policies.

File uploads

Upload documents you already have, such as PDFs and docs.

1. In the Knowledge Base tab, choose to upload files.
2. Select the file (PDF/docs) from your computer.
3. Once processed, its content is available to the agent.

This is the fastest way to bring in existing material like a service brochure, a policy handbook, or a product spec sheet.

Pasted text

For content that doesn't live on a page or in a file, paste it in directly.

1. In the Knowledge Base tab, choose to paste text.
2. Enter the content you want the agent to know.

Pasted text is ideal for quick facts, seasonal notes, or answers you've written specifically for the agent.

How grounding works

Your agent's replies are generated by its LLM, grounded in the system prompt, the knowledge base, its tools, and any conversational flow. When a caller or chatter asks a question, the agent draws on the knowledge base content you've added and answers from it — across the widget, the phone, and dashboard testing alike.

Tips for good sources

• Prefer pages and files that directly answer questions. FAQ pages, service descriptions, and policy documents give the agent clear material to ground on.
• Keep sources focused. A handful of relevant, high-signal pages beats dumping in every URL on your site.
• Keep content current. If your hours, services, or policies change, update the source (or re-add the URL/file/text) so the agent doesn't answer from stale information.
• Combine formats. Fetch your public pages, upload the documents that aren't online, and paste in any facts that don't live anywhere else.
• Test after adding. Try the agent in the dashboard and ask the questions your customers ask to confirm it's grounding on the right content.

Next steps

• Agents — set the identity, business info, and system prompt your knowledge base supports
• Tools — let the agent take actions, not just answer questions
• Web Chat Widget — embed the agent on your site so it can use this knowledge with visitors