Knowledge base
Give the agent a source of verified business information.
Create a source
In Knowledge Base, name a source and enter text, upload TXT/Markdown, extract a text-based PDF or import a web address. Review and edit the extracted text before saving.
Saved content is limited to 4,000 characters. TXT/Markdown files may be up to 16,000 bytes; PDFs up to 5 MB. Scanned image PDFs may require manual text entry. DOCX is not directly supported.
Attach and test
Choose the document in the agent’s Knowledge source field and save. In a new call, ask for a fact specific to that source. A knowledge source does not provide live calendar or inventory access.
Manage updates
Use clear headings for prices, addresses and opening hours. Keep facts current. When an edit is saved as a new version, select the new source on the agent and save again. Do not assume websites are continuously refreshed.