Train Your AI

Knowledge helps an agent answer with approved information instead of guessing. Treat the knowledge base as the agent’s reference library. The prompt controls behavior; knowledge supplies the facts used in the answer.

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Supported knowledge

Within an agent, these sources appear as Business Information, Services, Products, FAQs, and Knowledge Documents. Use the source type that best matches the structure of the information.

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Add useful content

1. Choose the correct knowledge base.
2. Add one trusted source for each fact.
3. Remove outdated or duplicate information.
4. Test questions that should and should not be answered.

From a knowledge-base detail page, select Add Knowledge to upload reference files or add FAQs. You can view uploaded documents, review their created date, and remove information that is no longer approved. The knowledge-base list shows Name | Industry | Created On | Type | Linked Agents | Ownership (Self / Other Admin) | Action (Open, Delete, View details). Search by knowledge name, connected agents, or workflows. An empty workspace shows You haven’t added any knowledge base yet with Add Knowledge Base.

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Create a knowledge base

Select Add Knowledge Base and complete:

• Knowledge Base Name * - up to 30 characters, for example Support Policies March.
• Industry * - from the industry lookup.
• Conversation Type * - one or more conversational modes; at least one is required.

The two-step Create Knowledge Base wizard first creates the base, then invites you to upload a document. Success shows Knowledge Base Created and Knowledge Base Added. Deleting a base shows Delete the selected KB? and requires typing YES to proceed. If agents are linked, you see which agents are affected and the recommendation to unlink first. Deletion cannot be undone.

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Share a knowledge base with another admin

Knowledge bases show Ownership: Self for bases you created and Other Admin for bases shared with you. An administrator can grant you access to their base so your agent can use it without duplicating content. Shared bases behave like your own for answering questions, but only the owner can delete the base or change its sharing. If a shared source becomes outdated, ask the owner to correct it rather than working around it in your prompt.

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Upload documents

The Upload Document dialog shows Click or drag & drop with the note Maximum file size allowed is 10 MB. The upload accepts PDF, Excel, and CSV in the current workflow (file picker may also list .pdf, .csv, .xlsx, .xls). A preview shows file type, name, and size in MB with Remove / Replace before you select Upload. The document table shows Document | Size | Created On | Actions (Delete / View). PDF files open inline in Document Preview; Excel and CSV show Preview not available with Download / Open File instead.

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Add FAQs

Select Add FAQs and for each entry complete:

• Question - required, at least 5 characters, for example What is the return period?
• Answer - required, at least 10 characters, starting with the direct answer.

Use Add Another FAQ to add more rows; incomplete rows block adding. Select Save FAQs to finish. Success shows FAQ Training Added Successfully.

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Add structured business information

Use Business Information for the company name, business type, website, description, and phone number. The website source can show its refresh state, last successful refresh, next refresh, and any processing error. Required business rules enforced by the product:

• Business name 2–100 characters, description 10–2000 characters.
• Website URL must start with http:// or https://.
• Support phone is exactly 10 digits when provided.
• Working hours list days with open and close times and time zone; open days require both times.

Use Services and Products for details that customers compare or ask about repeatedly. Include a clear name, description, category, availability, price information when appropriate, and any important service area or warranty condition. Products require a name and positive price; services require a name with duration, price, and service area where applicable. SKU values allow letters, numbers, hyphens, and underscores.

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Organize a knowledge base

Group sources around the work of one agent or team. A customer support agent may need policies, operating hours, and troubleshooting answers, while a sales agent may need product descriptions, qualification rules, and availability. Use source names that tell reviewers what the content covers and when it was updated. This makes outdated information easier to locate during a review. A practical naming pattern is <Topic> - <Scope> - <Month Year>, for example Returns - India - Oct 2026. When two agents share a topic but differ by region, keep two sources rather than one merged file with conditional paragraphs - retrieval favors short, single-topic sources over long mixed documents.

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Prepare content for reliable answers

• Give every source a specific title and a clear topic.
• Use headings, short paragraphs, and lists for procedures or conditions.
• State dates, regions, exclusions, and eligibility rules explicitly.
• Keep one approved answer for each policy or product fact.
• Remove navigation text, repeated footers, and unrelated marketing copy.

Uploaded knowledge files are limited by the formats and size shown in the upload dialog. The current workflow supports reference documents such as PDF, Excel, and CSV, with a displayed maximum size of 10 MB.

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Write answer-ready information

State the direct answer first, then add conditions or steps. For example, list the standard return period before explaining exceptions. Define abbreviations and use the same product names that callers are likely to use. For a process, include the starting condition, numbered actions, expected result, and escalation path. For a policy, include who it applies to, the effective period, major exclusions, and where the customer can get help.

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Maintain your knowledge

Review content when a price, policy, product, or operating hour changes. After each update, test the affected question in several natural phrasings and confirm the agent does not use the old answer. If two sources disagree, correct or remove the outdated source before changing the prompt. Prompt instructions should not be used to hide conflicting business information. Set a review cadence: weekly during launch month, monthly once stable, and immediately on any announced business change. Assign one owner per knowledge base who approves edits - unowned bases accumulate duplicates because everyone adds and nobody removes. Each review should delete at least as deliberately as it adds.

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Measure whether knowledge works

Track three signals from call logs: fallback rate on questions the base should cover, correction rate where the agent’s answer differs from the approved source, and transfer rate for in-scope questions. If fallbacks rise after an upload, the new source likely duplicated or contradicted an existing one - remove it and retest rather than adding yet another source on top.

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Review unanswered questions

Use call logs to find questions that triggered a fallback or an inaccurate answer. Add content only when the question is within the agent’s approved scope. Otherwise, improve the fallback or transfer rule instead of expanding the knowledge base.