17.1 Overview

The Knowledge Base section allows AIUNIFY Call Center customers to create collections of business information that AI Agents can reference during telephone conversations.

A Knowledge Base may contain:

1. Company information
2. Product descriptions
3. Service descriptions
4. Frequently asked questions
5. Pricing information
6. Business hours
7. Locations
8. Appointment instructions
9. Shipping information
10. Return and refund policies
11. Customer-support procedures
12. Qualification questions
13. Sales information
14. Approved responses
15. Escalation instructions
16. General business policies

After a Knowledge Base is created, it can be assigned to an AI Agent from the AI Agent creation or editing page.

When the AI Agent responds to a caller, AIUNIFY Call Center adds the selected Knowledge Base information to the Agent’s conversation context.

17.2 Purpose of a Knowledge Base

The AI Agent’s system prompt explains its role and behavior.

The Knowledge Base provides the business facts the Agent may need while performing that role.

For example:

System Prompt

Knowledge Base

The system prompt controls how the Agent behaves.

The Knowledge Base supplies information the Agent can use while speaking.

17.3 Knowledge Base Versus System Prompt

The system prompt and Knowledge Base serve different purposes.

System Prompt

The system prompt should define:

1. The Agent’s role
2. Communication style
3. Conversation goals
4. Safety rules
5. Qualification process
6. Transfer conditions
7. Actions the Agent should avoid
8. Required conversation behavior

Knowledge Base

The Knowledge Base should contain:

1. Business facts
2. Products
3. Services
4. Prices
5. Hours
6. Policies
7. Frequently asked questions
8. Contact information
9. Approved procedural information

Avoid placing all business information inside the system prompt.

Separating instructions from business information makes both areas easier to maintain.

17.4 Business KYC Requirement

The Knowledge Base section is an advanced Conversational AI feature.

The Customer account must have approved Business KYC before opening the standard Knowledge Base pages.

Without Business KYC approval, the Customer may be redirected to the verification section or prevented from opening the feature.

To resolve access restrictions:

1. Open Settings.
2. Select KYC.
3. Review the current verification tier.
4. Complete Basic KYC if it has not already been approved.
5. Complete the Business KYC submission.
6. Upload any required business documents.
7. Wait for administrator approval.
8. Return to the Knowledge Base section after approval.

Business KYC requirements are discussed in the Customer Account Settings and KYC chapter.

17.5 Opening the Knowledge Base Section

To open Knowledge Bases:

1. Sign in to AIUNIFY Call Center.
2. Open the main navigation menu.
3. Locate Conversational AI.
4. Select Knowledge Base or Knowledge Bases.

The page is located at:

The Knowledge Base page displays saved Knowledge Base records and management controls.

17.6 Understanding the Knowledge Base Page

The Knowledge Base page may display:

1. Knowledge Base name
2. A preview of its content
3. Edit control
4. Delete control
5. Search field
6. Create Knowledge Base button

Each Knowledge Base appears as a card.

When the content is longer than the available card area, only a short preview is shown.

Open Edit to review the complete stored content.

17.7 No Knowledge Bases Yet

When no Knowledge Bases are available, the page displays an empty-state message such as:

The page may also instruct the Customer to create the first Knowledge Base.

To begin:

1. Click Create Knowledge Base.
2. Enter a name.
3. Select the content-entry method.
4. Add the information.
5. Review the content.
6. Create the Knowledge Base.

17.8 Searching Knowledge Bases

The Search field checks both:

1. Knowledge Base names
2. Knowledge Base content

To search:

1. Open Knowledge Bases.
2. Enter a word or phrase.
3. Review the matching cards.
4. Clear the Search field to restore the full list.

Examples of useful searches include:

The search is performed on the records currently loaded into the page.

17.9 Current List Limitation

The current page requests up to 100 Knowledge Base records.

Search is then performed within those loaded records.

When the platform contains more than 100 Knowledge Bases, older or additional records may not appear in the current page or search results.

Businesses should use clear names and avoid creating unnecessary duplicate Knowledge Bases.

17.10 Creating a Knowledge Base

To create a Knowledge Base:

1. Open Knowledge Bases.
2. Click Create Knowledge Base.
3. Enter the Knowledge Base name.
4. Select Plain Text, File, or URL.
5. Add or import the content.
6. Review and correct the content.
7. Click Create.
8. Wait for the success confirmation.
9. Return to the Knowledge Base list.

The creation page is located at:

17.11 Naming the Knowledge Base

The name is required.

It can contain up to 255 characters.

Use a name that clearly identifies the subject and intended AI Agent.

Examples include:

Avoid names such as:

A clear name makes the correct Knowledge Base easier to select from the AI Agent configuration page.

17.12 Content Entry Methods

The Create Knowledge Base page provides three content-entry tabs:

1. Plain Text
2. File
3. URL

Each method produces text that is stored in the Knowledge Base content field.

Select the method based on the source of the information.

17.13 Creating a Plain-Text Knowledge Base

Plain Text is the most direct method.

To use it:

1. Open Create Knowledge Base.
2. Enter the name.
3. Select Plain Text.
4. Type or paste the information into the Content field.
5. Organize the content clearly.
6. Review spelling, prices, dates, and policies.
7. Click Create.

Plain Text is recommended when:

1. The information is short
2. The content must be carefully controlled
3. The Customer wants to organize the information manually
4. The original information is stored in several sources
5. Only selected facts should be provided to the Agent

17.14 Plain-Text Content Limit

The backend allows Knowledge Base content containing up to approximately:

Content exceeding the supported limit will fail validation or be shortened during certain imports.

The fact that the system can store 500,000 characters does not mean the AI Agent uses all 500,000 characters during every conversation.

The current conversation engine normally includes only the first portion of the selected Knowledge Base in the AI context.

17.15 Creating a Knowledge Base from a File

The File tab allows the Customer to upload a text-based file.

Supported file types are:

The maximum file size is:

To upload a file:

1. Open Create Knowledge Base.
2. Enter a name.
3. Select File.
4. Click the file-selection control.
5. Choose a supported file.
6. Review the selected filename and size.
7. Review the displayed content preview.
8. Click Create.

The server reads the contents of the file and stores the resulting text.

17.16 Supported File Types

TXT

A plain-text file is usually the safest upload option.

It contains little or no formatting and is easy for the system to process.

MD

A Markdown file may contain headings, lists, links, and basic text formatting.

Markdown structure can help organize the content.

CSV

A comma-separated file can store structured information such as:

1. Product names
2. Prices
3. Service categories
4. Locations
5. Hours
6. Frequently asked questions

The system stores the CSV text. It does not automatically transform every row into a special searchable database.

HTML

An HTML file can be uploaded, but the file-upload workflow stores its raw contents.

HTML tags may therefore remain in the saved Knowledge Base.

For cleaner Agent context, consider converting HTML files to plain text before uploading.

17.17 File Size Versus Content Length

The uploaded file may be as large as 10 MB, but the stored content is limited to approximately 500,000 characters.

When the extracted file content exceeds that limit, the system shortens it before storage.

Important information should appear near the beginning of the file.

Do not rely on information located near the end of a very large document.

17.18 Current File Preview Limitation

The File tab displays the selected file’s text in a preview field and allows the preview to be edited.

However, in the current source version, saving while the File tab remains selected uploads the original selected file.

Changes typed only into the preview field may not be included in the saved content.

To make sure edits are preserved:

1. Edit the source file before selecting it; or
2. Copy the corrected preview text.
3. Switch to Plain Text.
4. Paste the corrected content.
5. Save from the Plain Text tab.

Always reopen the Knowledge Base after saving and confirm that the expected content was stored.

17.19 File Upload Best Practices

Before uploading:

1. Remove outdated information.
2. Remove duplicate sections.
3. Remove page headers and footers.
4. Remove navigation menus.
5. Remove legal text unrelated to the Agent’s purpose.
6. Remove private credentials.
7. Confirm that prices are current.
8. Confirm that contact information is current.
9. Place important information first.
10. Save the file using UTF-8 text encoding when possible.

A clean, focused file produces better AI responses than an unedited document dump.

17.20 Importing Content from a URL

The URL tab allows the Customer to retrieve text from a publicly accessible webpage.

To import a webpage:

1. Open Create Knowledge Base.
2. Enter a Knowledge Base name.
3. Select URL.
4. Enter the complete webpage address.
5. Click Fetch.
6. Wait for the content to be retrieved.
7. Review the extracted text.
8. Remove irrelevant content.
9. Correct formatting and spacing.
10. Click Create.

A valid URL must begin with:

or:

HTTPS is recommended.

17.21 What the URL Import Does

When a URL is fetched, AIUNIFY Call Center:

1. Validates the URL format.
2. Attempts to retrieve the webpage.
3. Waits up to approximately 15 seconds for a response.
4. Confirms that the webpage returned a successful HTTP response.
5. Removes script sections.
6. Removes style sections.
7. Removes HTML tags.
8. Converts encoded HTML characters into readable text.
9. Combines repeated whitespace.
10. Limits the extracted text to approximately 500,000 characters.
11. Displays the extracted text for review.

The URL itself is not stored as a reusable content source in the current Knowledge Base record.

Only the extracted content is saved.

17.22 URL Import Is Not Website Crawling

The URL importer retrieves one webpage.

It does not automatically crawl:

1. The entire website
2. Every linked page
3. A complete help center
4. All product pages
5. Password-protected pages
6. Files linked from the page
7. Dynamically loaded content requiring a browser session

To import several webpages, the Customer must retrieve and combine the necessary information manually or create separate Knowledge Bases.

17.23 Reviewing Imported Web Content

Imported webpages often contain unrelated text, including:

1. Navigation labels
2. Cookie notices
3. Footer information
4. Repeated headings
5. Promotional text
6. Legal notices
7. Accessibility text
8. Social-media labels
9. Unrelated product information

Always review the fetched content before saving.

Delete anything the AI Agent should not use.

17.24 Current URL Import Limitations

A URL import may fail when the page:

1. Requires a login
2. Blocks automated requests
3. Uses anti-bot protection
4. Loads content only through JavaScript
5. Returns an error status
6. Redirects incorrectly
7. Has an expired SSL certificate
8. Takes longer than the timeout
9. Is available only on a private network
10. Uses an invalid URL
11. Contains no readable text

A page that looks correct in a browser may still block server-based retrieval.

17.25 Importing Dynamic Websites

Some modern webpages load their primary content after the page opens through JavaScript.

The current URL importer performs a direct server request. It does not operate a full browser.

As a result, dynamically generated text may be missing.

When this occurs:

1. Open the webpage in a browser.
2. Copy the required text manually.
3. Select Plain Text.
4. Paste the information.
5. Review and save it.

17.26 URL Import Security

Only import content from trusted sources.

A webpage can contain:

1. False information
2. Outdated information
3. Hidden instructions
4. Malicious prompt-like text
5. Irrelevant commands
6. Unauthorized claims

AI-generated systems can be affected by instructions embedded inside imported content.

After fetching a webpage:

1. Read the extracted text.
2. Remove instructions directed at an AI system.
3. Remove hidden or unrelated text.
4. Confirm every policy and price.
5. Save only approved business information.

Do not automatically trust imported webpage content.

17.27 Editing Fetched Content

After the webpage is fetched, the content appears in an editable text area.

The Customer can:

1. Remove irrelevant information
2. Correct spacing
3. Add headings
4. Fix incomplete sentences
5. Update prices
6. Add missing answers
7. Shorten the content
8. Place important details first

Edits made to fetched URL content are included when the Knowledge Base is saved.

17.28 Creating a Knowledge Base Without Content

The system technically allows a Knowledge Base to be created with:

1. A valid name
2. No content

However, an empty Knowledge Base provides no information to the AI Agent.

Create an empty record only when content will be added immediately afterward.

An Agent assigned to an empty Knowledge Base will not receive a useful Knowledge Base context section.

17.29 Organizing Knowledge Base Content

Use clear sections.

A recommended structure is:

Clear headings help administrators maintain the information and help ensure the most important information appears early.

17.30 Using a Question-and-Answer Format

Frequently asked questions work well in a direct Q&A format.

Example:

Use clear and complete answers.

Avoid answers that depend on unstated context.

17.31 Placing Important Information First

The current AI conversation engine normally uses only the first approximately 4,000 characters of the selected Knowledge Base.

Place the most important and frequently requested information near the beginning.

Recommended order:

1. Business identity
2. Most important products or services
3. Current pricing
4. Business hours
5. Primary policies
6. Common questions
7. Escalation instructions
8. Less frequently used details

Information near the end of a long Knowledge Base may not be included in the Agent’s active conversation context.

17.32 The 4,000-Character Conversation Limit

Although the Knowledge Base record can store much more information, the default AI Agent configuration limits the amount inserted into a conversation prompt to approximately 4,000 characters.

This limit helps reduce:

1. AI response delay
2. Prompt size
3. Token usage
4. Voice-response latency
5. Unnecessary context

The limit can be changed by the platform administrator, but Customers should design content around the current default.

17.33 Current Knowledge Retrieval Method

The current source version does not perform advanced document retrieval, document chunking, embeddings, or semantic search across the entire Knowledge Base.

Instead, it places a limited portion of the selected Knowledge Base directly into the AI Agent’s system context.

This means:

1. Earlier content receives priority
2. Very long records may be cut off
3. The Agent does not independently search every stored paragraph
4. Large unorganized documents may produce weaker responses
5. Concise records generally perform better

Customers should not treat the current Knowledge Base as an unlimited document-search system.

17.34 Creating Multiple Knowledge Bases

Customers can create multiple Knowledge Bases for different purposes.

Examples include:

1. Sales Agent Knowledge Base
2. Support Agent Knowledge Base
3. Appointment Agent Knowledge Base
4. Collections Agent Knowledge Base
5. Product A Information
6. Product B Information
7. Spanish Customer Information
8. New Customer Onboarding
9. Existing Customer Support

Multiple AI Agents can use the same saved Knowledge Base.

However, each AI Agent can select only one saved Knowledge Base at a time in the current configuration.

17.35 One Saved Knowledge Base per AI Agent

An AI Agent has one saved knowledge_base_id field.

The Agent can therefore use:

1. One selected saved Knowledge Base; or
2. Custom Knowledge Base text entered directly into the Agent

The current interface does not allow several saved Knowledge Bases to be selected simultaneously for one Agent.

To combine several topics:

1. Create a new combined Knowledge Base; or
2. Copy the required information into one organized record.

Keep the combined record concise enough that important information remains within the active context limit.

17.36 Assigning a Knowledge Base to a New AI Agent

To assign a Knowledge Base while creating an AI Agent:

1. Open Conversational AI.
2. Select AI Agents.
3. Click Create AI Agent.
4. Complete the Agent’s basic information.
5. Enter the system prompt.
6. Locate the Knowledge Base dropdown.
7. Select the saved Knowledge Base.
8. Complete the remaining Agent settings.
9. Save the Agent.
10. Test the Agent.

The Knowledge Base dropdown loads available saved records by name.

17.37 Assigning a Knowledge Base to an Existing AI Agent

To change an existing Agent:

1. Open AI Agents.
2. Select the required Agent.
3. Click Edit.
4. Locate the Knowledge Base dropdown.
5. Select the saved Knowledge Base.
6. Save the Agent.
7. Run the Agent configuration test.
8. Place a test call.
9. Ask questions that require Knowledge Base information.

The selected Knowledge Base becomes the Agent’s saved Knowledge Base reference.

17.38 Saved Knowledge Base Versus Custom Agent Text

The AI Agent page supports two methods.

Saved Knowledge Base

Select a record from the dropdown.

Advantages include:

1. Reusable across several AI Agents
2. Managed from one central page
3. Easier to update
4. Easier to identify by name

Custom Knowledge Base

Select:

Then enter information directly inside the Agent configuration.

Advantages include:

1. Specific to one Agent
2. Useful for small sets of information
3. Does not require a separate Knowledge Base record

Use a saved Knowledge Base when information must be shared or updated centrally.

17.39 What Happens When a Saved Knowledge Base Is Selected

When a saved Knowledge Base is selected, the Agent configuration uses the saved record instead of the custom inline Knowledge Base field.

The interface clears or hides the custom-text area while a saved record is selected.

Before replacing custom Agent text with a saved Knowledge Base, copy any custom information that must be preserved.

17.40 Returning to Custom Knowledge Base Text

To stop using a saved Knowledge Base:

1. Open the AI Agent’s Edit page.
2. Open the Knowledge Base dropdown.
3. Select None — use custom text below.
4. Enter or restore the custom content.
5. Save the Agent.
6. Test the Agent.

Custom text that was cleared when a saved Knowledge Base was selected may need to be entered again.

17.41 How the AI Agent Uses the Content

During a conversation, the system builds an Agent prompt containing:

1. The platform’s voice AI base instructions
2. The selected Knowledge Base content
3. The Customer’s Agent system prompt
4. Call-specific context
5. Recent conversation messages

The Knowledge Base appears as context, while the system prompt appears as instructions.

The Agent then uses the combined information to generate a response.

17.42 Knowledge Base Content Is Not a Guaranteed Answer

The AI Agent generates a response based on its available context.

A Knowledge Base improves consistency, but it does not guarantee that the Agent will repeat every sentence exactly.

The Agent may:

1. Summarize information
2. Rephrase information
3. Combine related facts
4. Ask a clarifying question
5. Fail to use information that falls outside the active context
6. Produce an incorrect interpretation

Customers must test important answers before using an Agent with live callers.

17.43 Writing Exact Policies

When a rule must be followed exactly, state it clearly.

Weak example:

Better example:

Avoid vague words such as:

1. Usually
2. Sometimes
3. Maybe
4. Generally
5. Around
6. Approximately

Use them only when the business policy is genuinely flexible.

17.44 Avoiding Conflicting Information

Do not include conflicting statements.

Example of a conflict:

and later:

The AI Agent may choose either statement.

Before saving:

1. Search for repeated topics.
2. Remove outdated statements.
3. Confirm current prices.
4. Confirm current hours.
5. Confirm current policies.
6. Keep one authoritative answer for each subject.

17.45 Time-Sensitive Information

Knowledge Base content does not automatically update when business information changes.

Time-sensitive information may include:

1. Prices
2. Promotions
3. Holiday hours
4. Staff names
5. Product availability
6. Service areas
7. Interest rates
8. Deadlines
9. Appointment availability
10. Legal policies

Review and update these details regularly.

Avoid including temporary promotions in a permanent Knowledge Base unless someone is responsible for removing them.

17.46 Confidential Information

Do not place sensitive credentials in a Knowledge Base.

Never include:

1. Passwords
2. Twilio Auth Tokens
3. API keys
4. Private encryption keys
5. Credit card details
6. Bank-account information
7. Administrator login information
8. Employee passwords
9. Private customer records
10. Unnecessary identification documents
11. Confidential internal-only procedures

An AI Agent may repeat information placed in its Knowledge Base.

Store only information the Agent is authorized to communicate.

17.47 Personal and Regulated Information

Avoid placing personal customer data or regulated information into a general Knowledge Base.

A shared Knowledge Base should not contain:

1. Individual customer balances
2. Medical records
3. Social Security numbers
4. Private legal records
5. Private account histories
6. Authentication answers
7. Personal financial information

Call-specific information should come from approved call context or a properly secured business system rather than a general reusable Knowledge Base.

17.48 Editing a Knowledge Base

To edit:

1. Open Knowledge Bases.
2. Locate the record.
3. Click the Pencil or Edit icon.
4. Review the existing name and content.
5. Update the name when necessary.
6. Select Plain Text, File, or URL.
7. Update or replace the content.
8. Click Save.
9. Wait for the update confirmation.
10. Test every AI Agent using the record.

The editing page is located at:

17.49 Editing with Plain Text

The existing content loads into the Plain Text field.

To edit:

1. Keep Plain Text selected.
2. Make the changes.
3. Review the entire content.
4. Click Save.

This is the most reliable method for small corrections.

17.50 Replacing Content with a New File

To replace the stored content using a file:

1. Open the Knowledge Base.
2. Select File.
3. Choose the new file.
4. Confirm its name and size.
5. Save the Knowledge Base.

The file’s contents replace the current stored content.

The system does not automatically merge the old and new files.

Keep an external backup before replacing important information.

17.51 Replacing Content from a New URL

To replace content using a webpage:

1. Open the Knowledge Base.
2. Select URL.
3. Enter the webpage URL.
4. Click Fetch.
5. Review the extracted content.
6. Correct or shorten it.
7. Click Save.

The fetched text replaces the current content when saved.

The system does not retain the source URL for automatic future updates.

17.52 No Automatic Website Refresh

A Knowledge Base imported from a URL is a stored copy of the text retrieved at that moment.

It does not automatically update when the webpage changes.

To refresh it:

1. Open the Knowledge Base.
2. Select URL.
3. Enter the webpage again.
4. Fetch the current content.
5. Review the differences.
6. Save the updated content.

Customers should establish a schedule for reviewing information imported from websites.

17.53 No Version History

The current Knowledge Base feature does not provide customer-facing:

1. Revision history
2. Previous versions
3. Restore points
4. Change comparisons
5. Draft and published states
6. Approval workflow

Before making major changes:

1. Copy the current content.
2. Save it in an approved internal document.
3. Record the change date.
4. Record the person making the change.
5. Make the update.
6. Test the AI Agent.

This provides a manual rollback option.

17.54 Update Delay Caused by Prompt Caching

AIUNIFY Call Center caches the assembled AI Agent system prompt for approximately 10 minutes.

The cache is connected to the AI Agent record and the platform’s base instruction file.

Editing only the Knowledge Base may not immediately invalidate the Agent’s cached prompt.

As a result, an AI Agent may continue using the previous Knowledge Base content for up to approximately 10 minutes.

After an important update:

1. Save the Knowledge Base.
2. Open each affected AI Agent.
3. Save the AI Agent again when appropriate.
4. Wait several minutes.
5. Place a new test call.
6. Confirm that the revised answer is being used.

Do not test only within a call that began before the update.

17.55 Shared Knowledge Bases

One saved Knowledge Base may be assigned to several AI Agents.

This is useful when Agents share:

1. Business hours
2. General company policies
3. Pricing
4. Product information
5. Contact information

Editing a shared Knowledge Base can affect every AI Agent using it.

Before changing a shared record:

1. Identify the affected Agents.
2. Review whether all Agents need the new information.
3. Make the change.
4. Test each Agent’s role-specific responses.

A support Agent and a sales Agent may interpret the same information differently because they have different system prompts.

17.56 Deleting a Knowledge Base

To delete:

1. Open Knowledge Bases.
2. Locate the record.
3. Click the Trash or Delete icon.
4. Review the confirmation warning.
5. Confirm deletion.

The interface warns that deletion cannot be undone.

Delete only when the Knowledge Base is no longer required.

17.57 What Happens to Assigned AI Agents After Deletion

The AI Agent table uses a relationship that is cleared when the selected Knowledge Base is deleted.

This prevents the Agent record itself from being deleted.

However, the affected AI Agent will no longer have that saved Knowledge Base assignment.

The Agent may then operate without useful Knowledge Base context unless custom text is available.

After deletion:

1. Open AI Agents.
2. Identify affected Agents.
3. Assign a replacement Knowledge Base.
4. Save each Agent.
5. Test the Agent.

Do not delete a Knowledge Base before reviewing its AI Agent assignments.

17.58 Current Assignment Visibility Limitation

The Knowledge Base list does not currently display how many AI Agents use each record.

Before deleting or significantly changing a Knowledge Base, manually review AI Agent configurations.

A future interface improvement could display assigned Agent counts.

17.59 Current Customer-Isolation Warning

The current source version creates Knowledge Base records without a Customer or user ownership field.

The Knowledge Base API also retrieves records without filtering them by the signed-in Customer.

This means saved Knowledge Base records are not fully isolated by Customer account in the current implementation.

Until the platform is updated to enforce Customer ownership:

1. Do not store confidential information
2. Do not store customer-specific private data
3. Use clearly branded Knowledge Base names
4. Avoid editing records you did not create
5. Avoid deleting unfamiliar records
6. Report unexpected records to the platform administrator
7. Require a developer to add ownership and authorization controls before broad multi-customer production use

This is an important current-version security limitation.

17.60 Recommended Ownership Improvement

The platform developer should update the Knowledge Base feature to include:

1. user_id or Customer-owner ID
2. Customer-scoped listing
3. Customer-scoped viewing
4. Customer-scoped editing
5. Customer-scoped deletion
6. Ownership validation during AI Agent assignment
7. Agent-to-parent-Customer resolution
8. Administrator override access
9. Permission checks
10. Automated authorization tests

After that improvement, Customers should see and manage only records owned by their own account.

17.61 Testing a Knowledge Base

After assigning a Knowledge Base:

1. Open the AI Agent.
2. Confirm that the correct Knowledge Base name is selected.
3. Save the Agent.
4. Run Test Configuration.
5. Confirm that the AI model connection passes.
6. Confirm that telephony and webhook tests pass.
7. Place a controlled test call.
8. Ask a simple factual question.
9. Ask a pricing question.
10. Ask a policy question.
11. Ask a question whose answer is not in the Knowledge Base.
12. Review whether the Agent admits when information is unavailable.
13. Review the call transcript.
14. Correct the Knowledge Base or system prompt when necessary.

17.62 Recommended Test Questions

Use questions such as:

Also ask questions with information that should not be available.

The Agent should not invent unsupported answers.

17.63 Testing Similar Questions

Callers may ask the same question in different ways.

Test variations such as:

The Knowledge Base should provide enough clear information for the Agent to answer reasonable variations.

17.64 Reviewing Call Transcripts

After testing:

1. Open the AI Agent’s call history.
2. Open the test call.
3. Review the complete transcript.
4. Compare the Agent’s answers with the Knowledge Base.
5. Identify incorrect or incomplete answers.
6. Update the Knowledge Base or system prompt.
7. Test again.

The spoken response may sound acceptable while still containing a factual error.

Always review the transcript.

17.65 Knowledge Base and Call Transfer

The Knowledge Base can explain when a caller should be transferred, but actual call-transfer behavior is controlled through the AI Agent settings.

Use the system prompt and transfer settings for instructions such as:

1. Transfer billing disputes
2. Transfer legal questions
3. Transfer emergency requests
4. Transfer when the caller asks for a human

Use the Knowledge Base for supporting facts such as:

1. Department hours
2. Transfer destination purpose
3. Escalation policy
4. What information should be collected first

Do not rely on Knowledge Base text alone to activate the technical transfer function.

17.66 Knowledge Base and SMS AI Agents

AI Agents assigned to SMS-capable numbers may also use their configured instructions and business context when generating text responses.

Keep Knowledge Base responses suitable for both voice and SMS when the same Agent handles both channels.

Avoid:

1. Instructions that only make sense when spoken
2. Very long answers
3. Complex tables
4. Formatting that will not translate into text messaging
5. Directions that assume a caller can hear menu options

Create a separate Agent and Knowledge Base when voice and SMS require substantially different behavior.

17.67 Troubleshooting: Knowledge Base Menu Is Missing

Confirm:

1. The account is active
2. Business KYC is approved
3. The signed-in user has access to Conversational AI
4. The correct Customer account is being used
5. The browser session was refreshed after KYC approval

Agents may not receive Knowledge Base management access unless specifically authorized.

17.68 Troubleshooting: Create Button Does Not Work

Confirm:

1. A name was entered
2. The name is not longer than the supported limit
3. The selected file type is supported
4. The file is not larger than 10 MB
5. Content is within the supported size
6. The account session is active
7. Business KYC remains approved
8. The browser can reach the API

Review the validation message displayed by the page.

17.69 Troubleshooting: File Is Rejected

Confirm that the file extension is:

Also confirm:

1. The file is 10 MB or smaller
2. The file is readable
3. The file is not password-protected
4. The file has not been renamed from an unsupported binary format
5. The browser completed the upload

PDF, DOCX, XLSX, image, audio, and video files are not supported by the current Knowledge Base uploader.

17.70 Troubleshooting: File Preview Changes Were Not Saved

The current File tab uploads the selected source file.

Edits made only inside the preview may not replace the file contents during submission.

Correct the original file or save the corrected text through the Plain Text tab.

Reopen the record afterward to verify the result.

17.71 Troubleshooting: URL Fetch Fails

Confirm:

1. The URL begins with HTTP or HTTPS
2. The URL is complete
3. The page is publicly accessible
4. The page does not require a login
5. SSL is valid
6. The server is online
7. The page responds within approximately 15 seconds
8. The site does not block automated requests

When retrieval continues to fail, copy the page’s approved text manually.

17.72 Troubleshooting: Fetched Content Is Empty

The page may load its content dynamically through JavaScript.

The importer does not run a full web browser.

Copy the required information from the webpage and use Plain Text instead.

17.73 Troubleshooting: Fetched Content Is Messy

URL extraction removes HTML but may still produce:

1. Repeated navigation text
2. Footer text
3. Compressed spacing
4. Unrelated page information
5. Incomplete labels

Edit the fetched content before saving.

Use headings and Q&A formatting to improve clarity.

17.74 Troubleshooting: Knowledge Base Does Not Appear in Agent Dropdown

Confirm:

1. The Knowledge Base was successfully created
2. The Agent page finished loading
3. The page was refreshed
4. The record appears in the Knowledge Base list
5. The record is within the loaded result limit
6. The API request completed successfully

Sign out and sign back in when necessary.

17.75 Troubleshooting: Agent Still Uses Old Information

Possible causes include:

1. The Agent prompt remains cached
2. The current call began before the update
3. The wrong Knowledge Base is assigned
4. The Agent was not saved
5. The changed information appears after the active 4,000-character section
6. Conflicting information remains earlier in the content
7. Custom Agent text is being used instead

Wait approximately 10 minutes, resave the Agent, and begin a new test call.

17.76 Troubleshooting: Agent Cannot Find Information Near the End

The stored Knowledge Base may exceed the active conversation-context limit.

Move the required information closer to the beginning.

Shorten or divide the content.

Remove duplicate and irrelevant sections.

17.77 Troubleshooting: Agent Gives an Incorrect Price

Review:

1. The first 4,000 characters
2. Repeated prices
3. Outdated promotional information
4. Currency labels
5. Product names
6. Similar plan names
7. The Agent’s system prompt
8. Call-specific context

State prices explicitly.

Example:

Avoid presenting several unrelated numbers without clear labels.

17.78 Troubleshooting: Agent Invents an Answer

Add an instruction to the system prompt such as:

Also:

1. Remove ambiguous content
2. Add missing FAQ answers
3. Test unsupported questions
4. Enable transfer when appropriate
5. Review model behavior

A Knowledge Base reduces unsupported answers but cannot eliminate them completely.

17.79 Troubleshooting: Knowledge Base Disappears After Deletion

Deletion removes the Knowledge Base record and clears its relationship with assigned AI Agents.

Create or select a replacement record and reassign it to the affected Agents.

Deleted content cannot be restored through the current customer interface.

17.80 Troubleshooting: Unfamiliar Knowledge Bases Appear

The current source does not fully isolate Knowledge Bases by Customer ownership.

Do not edit or delete an unfamiliar record.

Record its name and report it to the platform administrator.

Do not place sensitive content into the Knowledge Base feature until Customer-level data isolation has been corrected and verified.

17.81 Recommended Maintenance Schedule

Review active Knowledge Bases:

Weekly

When prices, promotions, availability, or schedules change frequently.

Monthly

For standard business information and frequently asked questions.

Quarterly

For stable policies, service descriptions, and general company information.

Immediately

When any of the following changes:

1. Price
2. Business hours
3. Address
4. Telephone number
5. Refund policy
6. Cancellation policy
7. Product availability
8. Legal requirement
9. Escalation process
10. Transfer number

Record the date of each review in an external change log.

17.82 Knowledge Base Readiness Checklist

Before assigning a Knowledge Base to a live AI Agent, confirm:

1. Business KYC is approved.
2. The Knowledge Base has a clear name.
3. The content is accurate.
4. Important information appears first.
5. The first 4,000 characters contain the highest-priority facts.
6. Outdated information was removed.
7. Duplicate statements were removed.
8. Prices are clearly labeled.
9. Hours include the correct time zone.
10. Policies contain exact requirements.
11. Contact information is current.
12. Confidential information was removed.
13. Imported webpage text was reviewed.
14. Uploaded files use a supported format.
15. File content was verified after saving.
16. The correct AI Agent is assigned.
17. The Agent system prompt supports the intended use.
18. Test calls were completed.
19. Transcripts were reviewed.
20. Unsupported questions were tested.
21. Human-transfer procedures were tested.
22. The Customer-isolation limitation has been considered.

17.83 Chapter Summary

Knowledge Bases provide business information that AI Agents can reference during voice and messaging conversations.

The Knowledge Base feature requires approved Business KYC.

Customers can create content using:

1. Plain Text
2. Supported file upload
3. Webpage URL import

Supported files include TXT, Markdown, CSV, and HTML, with a maximum file size of 10 MB.

The system can store approximately 500,000 characters, but the current AI Agent conversation engine normally places only the first approximately 4,000 characters into the Agent’s active context.

Important information should therefore be concise, clearly organized, and positioned near the beginning.

A saved Knowledge Base may be shared by multiple AI Agents, but each Agent can select only one saved Knowledge Base at a time.

Customers can edit, replace, search, and delete Knowledge Bases. Deleting a Knowledge Base clears its assignment from connected AI Agents.

The current version does not provide automatic website refresh, version history, semantic document retrieval, or complete Customer-level ownership isolation.

Customers should avoid confidential content, review all imported information, maintain an external backup, test every assigned AI Agent, and monitor call transcripts for accuracy.