8.1 Overview

The Knowledge Base section stores reusable business information that AI Agents can reference during telephone conversations.

A Knowledge Base can contain:

The purpose of a Knowledge Base is to help an Agent answer business-specific questions accurately without placing every company fact inside the Agent’s System Prompt.

The relationship is:

Knowledge Bases are managed separately from Agents. This allows the same approved business information to be reused without rewriting it inside every Agent.

The current system stores each Knowledge Base with a required Name, optional Description, Basic Information, FAQ question-and-answer pairs, Other Information, account ownership, and creation and update dates.

Understanding Knowledge Bases

8.2 Knowledge Base Versus System Prompt

The System Prompt tells the Agent how to behave.

The Knowledge Base gives the Agent information it can use.

Example:

The System Prompt contains instructions. The Knowledge Base contains facts.

8.3 Knowledge Base Versus Agent Opening Message

The Agent’s First Message is spoken when a call begins.

The Knowledge Base is not automatically read to the caller. It is made available to help the Agent respond during the conversation.

Example:

The Agent can then use the Knowledge Base when the caller asks about:

8.4 Knowledge Base Versus Lead Information

A Knowledge Base contains information about the business, service, product, or calling process.

A Lead record contains information about the person being contacted.

Example:

Do not place customer-specific private information inside a shared Knowledge Base.

8.5 One Knowledge Base per Agent

The Agent record stores one Knowledge Base relationship.

An Agent can therefore have:

An Agent cannot select several independent Knowledge Bases simultaneously through the current user interface.

To make several information groups available to one Agent, combine the approved information into one organized Knowledge Base.

8.6 Reusing One Knowledge Base

One Knowledge Base can be assigned to several Agents.

Example:

Each Agent can independently choose whether to use:

This allows the same Knowledge Base to support different Agent purposes.

Opening the Knowledge Base Page

8.7 Accessing Knowledge Base

After signing in:

1. Locate Knowledge Base in the Sidebar.
2. Select it once.
3. Wait for the loading indicator to disappear.
4. Review the existing Knowledge Bases.
5. Select Card or List view where appropriate.

The page heading is:

The page description explains that this section stores and manages business information for AI Agents.

8.8 Main Page Controls

The page contains:

The inspected interface does not show:

Information is entered manually into the available text and FAQ fields.

8.9 Loading Indicator

While Knowledge Bases are being retrieved, the page displays a rotating loading symbol.

During loading:

1. Wait for the request to finish.
2. Do not repeatedly select Knowledge Base.
3. Confirm the login session remains active.
4. Refresh only after a reasonable wait.

8.10 Empty Knowledge Base Account

When no Knowledge Bases exist, the page displays:

The description explains that business information and FAQs can be stored to give AI Agents additional context.

Select:

to add the first record.

Card and List Views

8.11 Card View

Card view displays each Knowledge Base in a separate visual card.

A Card can show:

8.12 Card Indicators

The Card displays a badge when a section contains information.

Possible badges include:

When a section is empty, its badge does not appear.

The Card preview uses Basic Information first. When Basic Information is empty, it can display Other Information. When both are empty, it displays a general message indicating that the Knowledge Base contains business-specific data for AI Agents.

8.13 List View

List view displays Knowledge Bases in a table.

The table contains:

The Sections column uses colored indicators:

The FAQs column displays the number of FAQ items.

8.14 Remembered View Preference

The selected Card or List preference is stored in the current browser.

Returning to the page can restore the last selected view.

Another browser or device can use a different view.

On a mobile screen, the system uses Card view even when List view was previously selected on desktop.

Creating a Knowledge Base

8.15 Opening the Creation Form

To create a Knowledge Base:

1. Open Knowledge Base.
2. Select Create Knowledge Base.
3. Wait for the dialog to open.
4. Complete the appropriate fields.
5. Review the content.
6. Save the Knowledge Base.

The dialog explains:

The form uses the same dialog for both creation and editing.

8.16 Knowledge Base Fields

The record contains:

Only the Name is required at the main Knowledge Base level.

An FAQ requires both its Question and Answer once the FAQ row has been added.

Knowledge Base Name

8.17 Purpose of the Name

The Name helps users and Agents identify the information source.

Recommended names:

Avoid names such as:

8.18 Naming by Purpose

Use a name that makes the intended Agent assignment clear.

Example:

Example:

8.19 Name Is Required

A Knowledge Base cannot be created without a Name.

When the Name is blank, the backend validation rejects the request.

The Name does not need to be unique in the current data model, so two Knowledge Bases can potentially have the same displayed Name.

Use distinct names to avoid assigning the wrong information to an Agent.

Description

8.20 Purpose of the Description

The Description is an internal explanation of what the Knowledge Base contains.

Example:

The Description helps users choose the correct Knowledge Base but is not included by the formatter as part of the Agent’s live Knowledge Base content.

8.21 Recommended Description

A useful Description identifies:

Example:

8.22 Description Is Optional

A Knowledge Base can be saved without a Description.

When none exists, the Card displays:

A Description is still recommended when several Knowledge Bases are available.

Basic Information

8.23 Purpose of Basic Information

Basic Information contains the main facts the Agent should know about the business, product, service, or department.

Appropriate content includes:

8.24 Basic Information Example

8.25 Organizing Basic Information

Use short headings and brief paragraphs.

Recommended:

Avoid placing all information into one unbroken paragraph.

8.26 Use Clear Labels

Labels help the AI distinguish facts.

Examples:

8.27 Write for Spoken Answers

The Knowledge Base supports telephone conversations.

Write information that can be converted into short, natural responses.

Less effective:

Better:

8.28 State Exact Time Zones

Avoid:

Use:

This prevents confusion for callers in other regions.

8.29 State Pricing Carefully

When prices are fixed:

When pricing varies:

Do not include outdated prices or allow the Agent to invent discounts.

8.30 Separate Facts from Instructions

Knowledge Base content should primarily contain facts.

Use the System Prompt for instructions such as:

Use the Knowledge Base for facts such as:

Frequently Asked Questions

8.31 Purpose of FAQs

The FAQ section stores structured Question-and-Answer pairs.

It is useful when callers regularly ask the same questions.

Examples:

8.32 Adding an FAQ

To add an FAQ:

1. Open the Create or Edit Knowledge Base dialog.
2. Locate the FAQ section.
3. Select Add FAQ.
4. Enter the Question.
5. Enter the Answer.
6. Repeat for additional FAQs.
7. Save the Knowledge Base.

The interface adds an empty Question-and-Answer object each time Add FAQ is selected.

8.33 Question Field

Write the Question in the form a caller is likely to use.

Recommended:

Less effective:

Recommended:

Less effective:

8.34 Answer Field

Write a direct, complete answer.

Example:

8.35 Required Question and Answer

Once an FAQ has been added, both the Question and Answer are required.

An empty Question or empty Answer can prevent the Knowledge Base from saving.

Remove unused blank FAQ rows before submitting the form.

8.36 Removing an FAQ

To remove one FAQ:

1. Open the Knowledge Base.
2. Locate the FAQ.
3. Select its Trash or Remove control.
4. Confirm that the correct Question disappears.
5. Save the Knowledge Base.

Removing an FAQ from the form removes it from the saved FAQ list after the update succeeds.

8.37 FAQ Formatting in the Agent Prompt

When FAQs are enabled for an Agent, the system formats them as:

The system adds each Question and Answer separately to the Agent’s knowledge instructions.

8.38 One Question per FAQ

Avoid combining several unrelated questions.

Less effective:

Better:

8.39 Avoid Conflicting FAQs

Do not create:

and elsewhere:

Conflicting information can cause inconsistent Agent responses.

8.40 Include Important Variations

Callers may ask the same question differently.

A single clear FAQ can often cover several forms.

Example:

This can help with questions such as:

8.41 FAQs Are Not Scripts

The Agent may not repeat the Answer word for word.

The FAQ gives the AI approved information. The System Prompt and conversation context influence how it phrases the response.

When exact legal wording must be spoken, place the required instruction in the System Prompt and test it thoroughly.

Other Information

8.42 Purpose of Other Information

Other Information stores additional approved material that does not fit naturally into Basic Information or FAQs.

Examples include:

8.43 Other Information Example

8.44 Basic Information Versus Other Information

Use Basic Information for the main facts most Agents may need.

Use Other Information for specialized or supplementary context.

Example:

8.45 Do Not Hide Critical Facts

Do not place an essential customer-facing policy only inside Other Information and then disable Other Info for the Agent.

Confirm that every Agent has access to the sections required for its purpose.

Saving a Knowledge Base

8.46 Reviewing Before Saving

Before creating the record, confirm:

8.47 Creating the Record

Select the form’s creation button once.

While processing:

1. Do not select the button repeatedly.
2. Do not close the browser.
3. Wait for the request to finish.

A successful operation displays:

The dialog closes, and the page refreshes the Knowledge Base list.

8.48 Account Ownership

The Knowledge Base is assigned to the account that created it.

Users can retrieve, edit, and delete only Knowledge Bases owned by their own accounts.

The backend checks both:

before returning or updating a record.

8.49 No Confirmed Knowledge Base Limit

The inspected Knowledge Base creation route requires authentication but does not show a separate:

The current Plans primarily limit Agents, Campaigns, Leads, and calls.

Platform policies can still change, so users should create only purposeful Knowledge Bases.

Assigning a Knowledge Base to an Agent

8.50 Opening the Agent

To assign a Knowledge Base:

1. Open AI Agents.
2. Locate the intended Agent.
3. Select Edit Agent.
4. Locate Knowledge Base.
5. Select the Knowledge Base.
6. Review the section switches.
7. Update the Agent.
8. Test the Agent.

8.51 Knowledge Base Selection

The Agent form displays Knowledge Bases owned by the current account.

The selection contains:

when no additional business information should be attached.

The backend validates ownership before saving the Agent.

Knowledge Base Section Settings

8.52 Basic Info Switch

The Agent form contains:

When enabled and Basic Information exists, that section is added to the Agent’s Knowledge Base instructions.

When disabled, Basic Information remains stored in the Knowledge Base but is not supplied to that Agent.

8.53 FAQs Switch

The Agent form contains:

When enabled, the stored Question-and-Answer pairs are supplied to the Agent.

When disabled, the FAQs remain stored but are not supplied to that Agent.

8.54 Other Info Switch

The Agent form contains:

When enabled, Other Information is supplied to the Agent.

When disabled, it remains stored but unavailable to that Agent.

8.55 Default Section Settings

The Agent data model defaults all three section settings to enabled:

Users should still review the selections when assigning a Knowledge Base.

8.56 Different Agents Can Use Different Sections

Example:

This provides section-level control without requiring three separate Knowledge Bases.

How Knowledge Base Content Reaches the Agent

8.57 Formatting Process

When a call begins, the system can format the selected Knowledge Base into an additional instruction block.

The block begins with wording similar to:

It then adds the enabled sections.

8.58 Basic Information Formatting

When enabled:

8.59 FAQ Formatting

When enabled:

Each FAQ is added in order.

8.60 Other Information Formatting

When enabled:

8.61 Knowledge Base and System Prompt Combined

The Knowledge Base content supplements the Agent’s main System Prompt.

Conceptually:

A Knowledge Base does not replace the System Prompt.

8.62 Empty Sections

An enabled section is added only when it contains content.

Example:

No Basic Information block is added.

8.63 Description Is Not Included

The Knowledge Base Description helps users identify the record in the interface.

The formatter does not include the Description in the Agent’s knowledge block.

Do not place essential customer information only in the Description.

8.64 Name Is Not Included as Business Content

The Knowledge Base Name identifies the record in the application.

It is not used as a substitute for company facts.

Example:

The Agent still needs the actual company name inside Basic Information when it must discuss it.

Planning Knowledge Base Content

8.65 Start with the Agent’s Purpose

Before writing, identify what the Agent must accomplish.

Example:

8.66 Customer Support Knowledge Base

Recommended sections:

8.67 Sales Knowledge Base

Recommended sections:

8.68 Appointment Knowledge Base

Recommended sections:

8.69 Healthcare Reception Knowledge Base

Recommended content can include:

Do not use the Knowledge Base as a substitute for licensed medical advice.

8.70 Financial Services Knowledge Base

Recommended content can include:

Do not instruct the Agent to make guarantees, approve applications, or provide individualized financial advice unless the process has been lawfully approved.

Content Quality Standards

8.71 Accuracy

Every statement should be:

Remove information that cannot be verified.

8.72 Consistency

Use the same facts throughout:

Example conflict:

The Agent may use either answer.

8.73 Completeness

Include facts needed to answer the expected questions.

Do not assume the Agent knows:

unless they are explicitly included.

8.74 Brevity

The system supplies Knowledge Base information to the AI during conversations.

Long, repetitive content can make it harder to identify the most relevant fact.

Use concise approved wording.

8.75 Current Dates

When information expires, include the applicable date.

Example:

Remove or update it after expiration.

8.76 Version Control

The current user interface does not show:

Maintain an external approved copy when formal revision tracking is required.

Recommended record:

The version information can be maintained in the Description or an external controlled document.

Information That Should Not Be Included

8.77 Credentials

Never store:

An Agent may expose information placed in its Knowledge Base.

8.78 Sensitive Customer Information

Do not store:

Lead-specific information belongs in protected customer systems, not a shared Agent Knowledge Base.

8.79 Internal Security Procedures

Avoid exposing:

unless the Agent is specifically authorized to use that information and it is safe to disclose.

8.80 Unapproved Promises

Do not include statements such as:

unless the business has formally approved and can legally honor them.

Editing a Knowledge Base

8.81 Opening Edit

To edit:

1. Open Knowledge Base.
2. Locate the correct record.
3. Select Edit.
4. Review every section.
5. Make the approved changes.
6. Save the update.
7. Test affected Agents.

The same form is populated with the existing Name, Description, Basic Information, FAQs, and Other Information.

8.82 Saving an Update

A successful edit displays:

The page refreshes to display the changed record.

8.83 Effects of Editing

Editing a Knowledge Base can affect all Agents assigned to it.

Example:

Changing the business hours can affect the next call handled by all three Agents.

8.84 Edit Before Production Calls

Before changing a Knowledge Base used by:

review the effect carefully.

A major change should follow this sequence:

1. Stop or postpone affected Campaigns.
2. Preserve the approved previous content.
3. Update the Knowledge Base.
4. Test the Agents.
5. Resume production activity.

8.85 Removing a Section’s Content

Clearing Basic Information, FAQs, or Other Information removes that content after the update succeeds.

The Agent’s section switch can remain enabled, but an empty section contributes no information.

8.86 Removing One FAQ

Removing an FAQ and saving the Knowledge Base means assigned Agents can no longer use that Question-and-Answer pair.

Confirm the information is not required elsewhere before removing it.

8.87 Renaming a Knowledge Base

Changing the Name does not remove its Agent assignments because the relationship uses the Knowledge Base record ID.

The new Name will appear in the Agent selection interface after the page refreshes.

Testing a Knowledge Base

8.88 No Dedicated Knowledge Base Test Button

The Knowledge Base page does not contain a direct test-chat or test-call button.

Testing must be completed through an assigned Agent.

8.89 Controlled Test Procedure

1. Create or choose a test Agent.
2. Assign the Knowledge Base.
3. Enable the required sections.
4. Save the Agent.
5. Use an approved internal Lead.
6. Place a controlled call.
7. Ask expected questions.
8. Ask questions with information in each section.
9. Ask one question not answered by the Knowledge Base.
10. Review the recording and transcript.
11. Correct the Knowledge Base or System Prompt.
12. Retest.

8.90 Basic Information Test

Ask questions such as:

Confirm that the Agent uses the saved facts.

8.91 FAQ Test

Ask the FAQ exactly as written.

Then ask the same question differently.

Example:

Test:

8.92 Other Information Test

Test specialized rules.

Example:

Ask:

The Agent should follow both the Knowledge Base and System Prompt.

8.93 Disabled Section Test

Disable one section in the Agent and ask a question that depends on it.

The Agent should not be assumed to know information from a disabled section.

It may still produce a general response from the AI model, so the System Prompt should instruct it not to guess.

8.94 Unknown Question Test

Ask a question the Knowledge Base does not answer.

Expected behavior:

The Agent should not invent an answer.

Multiple Knowledge Bases

8.95 When to Create Separate Knowledge Bases

Create separate Knowledge Bases when the information serves clearly different purposes.

Example:

8.96 When to Use One Knowledge Base

Use one Knowledge Base when the same facts are needed by several Agents and section switches provide enough separation.

Example:

The Appointment Agent can disable Other Info while the Sales Agent enables it.

8.97 Avoid Excessive Fragmentation

Because an Agent can select only one Knowledge Base, do not split required information into many small records that one Agent cannot use simultaneously.

Less effective:

Better:

containing all five information groups.

8.98 Avoid One Universal Knowledge Base

One extremely large Knowledge Base for every department can expose irrelevant information and increase conflicts.

Balance reuse with clear operational purpose.

Deleting a Knowledge Base

8.99 Opening Delete

To delete:

1. Open Knowledge Base.
2. Locate the correct record.
3. Select Delete.
4. Review the confirmation:

1. Confirm only after reviewing Agent assignments.

The page displays a success message after deletion.

8.100 Automatic Agent Unassignment

When a Knowledge Base is deleted, the backend automatically sets the Knowledge Base relationship to null for Agents that referenced it.

The operation returns a message indicating that the Knowledge Base was deleted and unassigned from Agents.

8.101 What Deletion Does Not Delete

Deleting a Knowledge Base does not show a process that deletes:

The affected Agents remain, but they no longer have that Knowledge Base assigned.

8.102 No Recycle Bin

The inspected interface does not provide:

Treat deletion as permanent.

8.103 Safe Deletion Procedure

Before deleting:

1. Open AI Agents.
2. Identify every Agent using the Knowledge Base.
3. Stop affected Campaigns where necessary.
4. Select a replacement Knowledge Base where appropriate.
5. Preserve the approved content externally.
6. Review inbound Phone Number assignments.
7. Confirm deletion approval.
8. Delete the Knowledge Base.
9. Reopen each affected Agent.
10. Confirm the replacement configuration.
11. Test before resuming production.

Troubleshooting Knowledge Bases

8.104 “Failed to Load Knowledge Bases”

Possible causes include:

Try:

1. Refresh once.
2. Open Dashboard to confirm the session.
3. Sign out and back in.
4. Try a private browser window.
5. Contact Support with the time of the error.

The page displays the backend message where available or:

8.105 Knowledge Base Will Not Save

Check:

8.106 “Something Went Wrong”

The creation and edit dialog can display:

when no more specific backend message is returned.

Review required fields and retry once.

8.107 “Knowledge Base Not Found”

This can occur when:

Refresh the page and choose a record displayed under the current account.

8.108 Knowledge Base Does Not Appear in Agent Form

Confirm:

Close and reopen the Agent form after creating a new Knowledge Base.

8.109 Agent Does Not Use Basic Information

Check:

8.110 Agent Does Not Use FAQs

Check:

8.111 Agent Does Not Use Other Information

Check:

8.112 Description Appears Ignored

This is expected.

The Description identifies the Knowledge Base in the interface but is not added by the formatter as Agent knowledge.

Move essential information into:

8.113 Knowledge Base Name Appears Ignored

The Name identifies the record but is not a substitute for business content.

Place the actual company or service name in Basic Information.

8.114 Agent Gives Conflicting Answers

Review:

Remove contradictions and retest.

8.115 Agent Invents Information

Add a System Prompt rule:

Also check whether the relevant Knowledge Base section was disabled.

8.116 Agent Gives Outdated Pricing

1. Locate every pricing reference.
2. Update Basic Information.
3. Update FAQs.
4. Update Other Information.
5. Review the System Prompt.
6. Test the Agent.
7. Resume calling only after approval.

8.117 FAQ Count Is Incorrect

The Card and List count reflect the number of FAQ objects stored in the Knowledge Base.

Open Edit and review the FAQ list.

A blank FAQ cannot normally be saved because both fields are required.

8.118 Card Shows No Section Badges

The Knowledge Base can exist with only:

When Basic Information, FAQs, and Other Information are empty, no section badges appear.

Such a Knowledge Base provides no formatted business information to an Agent.

8.119 Deleted Knowledge Base Still Appears in Agent Form

Close and reopen the Agent dialog or refresh the page.

The backend has already unassigned Agents from the deleted Knowledge Base, but an older browser form can temporarily display stale information.

8.120 Agent Lost Its Knowledge Base

Possible causes include:

Open the Agent and assign an active Knowledge Base.

Maintaining Knowledge Bases

8.121 Regular Review

Review Knowledge Bases on a scheduled basis.

Suggested review areas:

8.122 Review After Business Changes

Update the applicable Knowledge Base when:

8.123 Assign an Information Owner

Each Knowledge Base should have a responsible business owner.

Examples:

The owner should approve changes before production use.

8.124 Preserve Approved Copies

Because the interface does not show version history, preserve an approved copy externally before major changes.

Possible formats include:

Do not store confidential copies in an unsecured location.

Security and Privacy

8.125 Access Control

Knowledge Bases belong to the user who created them.

Normal users cannot retrieve or update another user’s Knowledge Base through the standard ownership-protected routes.

8.126 Agent Disclosure Risk

Information supplied to an Agent may be discussed during a live call.

Only include information the Agent is authorized to disclose.

8.127 Prompt Injection Protection

Callers may ask:

The System Prompt should instruct the Agent not to reveal private instructions, credentials, or internal-only information.

8.128 Screenshots

Before sharing a Knowledge Base screenshot:

1. Hide confidential business information.
2. Hide internal policies where unnecessary.
3. Hide credentials if they were improperly entered.
4. Confirm the recipient is authorized.
5. Include only the section needed to demonstrate the issue.

Recommended Knowledge Base Workflow

8.129 Complete Setup Sequence

Use this sequence:

8.130 Basic Information Checklist

Confirm:

8.131 FAQ Checklist

Confirm:

8.132 Other Information Checklist

Confirm:

8.133 Agent Assignment Checklist

Confirm:

8.134 Maintenance Checklist

Confirm:

8.135 Pre-Deletion Checklist

Confirm:

Chapter Completion

At the end of this chapter, the user should understand how Knowledge Bases differ from Agent System Prompts and Lead records; how to create and organize a Knowledge Base using Name, Description, Basic Information, FAQs, and Other Information; how Card and List views display section availability; how FAQs are added, validated, formatted, and removed; how one Knowledge Base can be assigned to several Agents; how an Agent independently enables Basic Info, FAQs, and Other Info; how the system formats selected sections into additional AI instructions; why the Name and Description are not included as business knowledge; how to test information through controlled calls; how edits can affect several Agents; how deletion automatically unassigns the Knowledge Base from Agents; and how to maintain accurate, secure, approved business information.