Agent knowledge

Your AI voice agents answer callers using knowledge — approved information you provide. Agents only state business facts they can find in your knowledge; if the answer isn't there, they say so honestly rather than guessing. That makes your knowledge library the single most effective way to improve the answers your agents give.

You'll find it in the portal under Voice Agents → Knowledge.

Three ways to add knowledge

Paste text. Type or paste anything your agents should know — opening hours, service descriptions, pricing notes, policies.

Upload a file. PDF, Word (DOCX), plain text, and Markdown files are supported. Files can be up to 2 MB, and we read up to 200,000 characters per item (for PDFs, the first 20 pages).

Import from your website. Point us at your help centre or knowledge base and we'll bring the articles in for you — each article becomes its own knowledge item.

Importing from your help centre

1. Open Knowledge, choose Import from website, and paste your help centre's address.
   • On Zendesk or Freshdesk, any page of your help centre works.
   • On other sites, paste the section that holds your articles — like yoursite.com/kb — and we'll stay within it.
   • Your help centre needs to be publicly viewable (no sign-in required).
2. Click Find articles. We'll list every article we can find, with all of them selected — untick any you don't want.
3. Click Import. Each article is brought in individually and you can watch its status move from pending to ready. If a page can't be read it shows failed, and Re-sync will try it again.
4. Click View / edit on any imported article to see exactly what was captured — this is precisely the text your agents will answer from.

Limits

• Up to 200 articles per import. If your help centre has more, just run Find articles again — articles you've already imported are skipped automatically, so each pass brings in the next batch until the whole site is in.
• There's no cap on how many imported articles you can hold in total.

Keeping imported articles up to date

Imported articles are a snapshot of your website at import time — they don't update on their own. When you change an article on your site, hit Re-sync on that item and we'll fetch the latest version.

Using knowledge with your agents

• Turn on Use automatically for all agents to make an item available to every agent you run.
• Leave it off to choose per agent: open the agent's editor and select the items it should use in its Knowledge section.
• For answers that must be word-perfect — a refund policy line, a legal disclosure — add a Q&A pair in the agent's Knowledge section. When a caller asks that question, the agent says your answer exactly as written.

Structuring your knowledge

A well-organised library gives better answers than a big one. A few habits make the difference:

• One subject per item, with a descriptive name. Keep opening hours, services, fees, policies and locations as separate items named for what they hold — "Opening hours", "Cancellation policy", "Parking and directions" — rather than one item that covers everything.
• Write facts as short, self-contained sentences. Behind the scenes each item is split into short passages, and a caller's question is matched against those passages by meaning. Only the closest passages reach the agent, so a fact should make sense on its own, next to its label: "Opening hours: Monday to Friday, 9am to 5pm."
• Keep each fact in one place. If the same detail lives in two items and they ever disagree, the agent has no way to tell which is right. Update the one item that owns the fact.
• Use Q&A pairs for word-perfect answers. Prose in an item is summarised in the agent's own words. When the wording itself matters, add a Q&A pair in the agent's Knowledge section instead (see above).
• Category is a label, not a filter. Use it to keep the list tidy. It doesn't change which items an agent uses or how answers are found — per-agent selection does that.
• Set the risk level deliberately. Normal is the default. High means the agent won't read the item's content out to callers: if a question lands on that topic, it tells the caller it can't go into it and hands them to your team. Blocked takes the item out of answering altogether — if an item is no longer wanted, archive it instead.

Want a second opinion? On the Knowledge page, ask Ellis to review your setup — for example, "Is my knowledge structured well?" Ellis can see each item's name, type, status, category, risk level and sharing, and will point out items to split, merge, rename or fix.

Good to know

• Agents never invent answers. If a caller asks something your knowledge doesn't cover, the agent says it doesn't have that information and can offer to take a message or pass the caller to your team.
• While an agent looks something up mid-call, it lets the caller know it's checking — there's no dead air.
• Archiving a knowledge item removes it from your agents immediately; you don't need to republish anything.