Answer questions from your documents

Callers ask about prices, services, opening hours and policies. Instead of writing all of that into the agent’s instructions, put your documents and web pages in a knowledge base. During a call the agent searches it, answers from what it finds, and says it’ll check when the knowledge base doesn’t cover a question.

You need a workspace role of Builder or higher.

1. Create a knowledge base

In the sidebar, open Knowledge and click New knowledge base.
Give it a name for one kind of question, for example Sunrise Clinic FAQ, and optionally a Description for your team.
Click Create. The knowledge base opens.

Create a knowledge base1 / 3

1Open Knowledge and click New knowledge base.
2Name it for one kind of question, then click Create.
3The knowledge base opens. Add files under Upload files, or a website under Add a website.

One knowledge base per topic works best: Price list, Clinic FAQ, Return policy. You choose per agent which ones it can search.

2. Add your sources

Add files, a website, or both.

Files. Under Upload files, click Choose files. PDF, Word (.docx), text, Markdown and CSV files work, up to 20 MB each.

A website. Under Add a website, enter the Address (for example acme.com/help), choose Up to (pages), and click Add website. It reads pages on the same site and respects the site’s robots.txt. A sitemap address (.xml) works too.

Each source is read and split into chunks, the small pieces an agent searches. The Sources list shows each one’s status: Queued, Processing, Ready or Failed. Only Ready sources are searchable. When a document or your website changes, click Read again (or Crawl again) on that source.

Creating a knowledge base and uploading an FAQ. It's ready to search a few seconds later.

3. Try a question

Under Try a question, type a question a caller might ask, for example Do you open on Sundays?, and click Search. You see the chunks an agent would find, each marked as a Strong match, Possible match or Weak match.

Try a question1 / 2

1Under Try a question, type what a caller might ask and click Search.
2You see what an agent would find, and how well it matches.

If you see “Nothing found”, add a source that answers it, or wait until the sources are Ready. If only weak matches come back, rewrite that part of your document so the answer is stated plainly.

4. Switch it on for an agent

Open the agent and go to its Knowledge section.
Turn on the switch next to the knowledge base.
Test it: in the Test panel, open Chat and ask a question your documents answer, then one they don’t. The agent should answer the first and say it’ll check on the second.

Switch it on for an agent1 / 2

1Open the agent's Knowledge section and turn on the knowledge base.
2The agent can now search it during calls. Publish a new version so real calls use it.

Trying a question, then switching the knowledge base on for an agent.

The change is part of the draft. Publish a new version so calls use it. See Publish and roll back versions.