Step 6: Knowledge Base — Storing Your Facts

What it’s for: reference material your agent draws on when answering questions — FAQs, price lists, service overviews, policies.

How to use it:

1. Open Knowledge Base and drag a file in, or click to browse.
2. Accepted file types: .json, .txt, .csv, .pdf, .docx — up to 2 MB per file.
3. Uploaded files are listed with options to download or delete them.

What makes a good Knowledge Base file — this is where answer accuracy is decided:

• Short and structured beats long and beautiful. A two-page file with clear headings and question-answer pairs works considerably better than a forty-page brochure.
• Brochures and flyers are poor sources. They contain marketing copy, multi-column layouts, and graphics. Rewrite the content into a plain text file.
• Tables inside PDFs are often extracted incorrectly. Price lists are better as .csv or as lines of text (“Professional dental cleaning: eighty-nine dollars”).
• One topic per file. prices.txt, opening-hours.txt, faq.txt rather than one combined file.
• Write in spoken form (see Pronunciation) — the content gets read out.
• Keep it current. A price change means replacing the file. There is no automatic update from your website or your system.
• Don’t upload anything confidential that the agent must not say. It has access to it.

And the facts rule from Writing the Prompt always belongs in the prompt alongside it — otherwise the agent fills gaps itself.

Example: a practice uploads a short text file of accepted insurance providers so the agent can answer “Do you take my insurance?” reliably.

Continue to Transfer to a Human.