Knowledge Base — Uploading Documents for Live Reference

The Knowledge Base feature lets you upload documents (PDFs, text files, FAQs, service menus, pricing lists, policy pages) that your voice agent references live during a call. The agent pulls relevant chunks from the documents based on the caller's question, then uses them to answer. This is RAG (Retrieval-Augmented Generation) for voice. Useful when your services are too complex to fit in a system prompt.

What to upload

Upload documents that contain the long-form knowledge your agent might be asked about. Good uploads: detailed service catalogs (every service with description, price, and duration), full staff bios (so the agent can answer 'who specializes in X?'), policy documents (return policy, refund policy, cancellation policy), staff scheduling rules (which days which hairdresser works), procedure overviews (what to expect at a first appointment). Bad uploads: images (the agent only reads text), spreadsheets with formulas (it reads the values, not the formulas), PDFs that are scans of paper (no extractable text — OCR fails).

How the agent uses it

When the caller asks a question, the LLM decides whether to answer from its system prompt (fast, confident) or query the knowledge base (slower, more authoritative). For questions explicitly in your system prompt ('What are your hours?'), it answers directly. For questions about specific services, specific people, specific policies, it queries the knowledge base. The query takes about 1 second — the caller hears a brief pause. The LLM reads the relevant chunks, then phrases the answer in its own voice.

Setting it up

Click Files in the sidebar. Click Upload. Drag your documents (PDF, DOCX, TXT, MD). Click Save. Each file gets parsed, chunked, and indexed. Indexing takes 30-60 seconds for most documents. Once indexed, the file appears in your workflow's 'Knowledge Base' dropdown on the right-side panel of any Agent node.

Enable Knowledge Base on an Agent node by checking the file's box. That Agent node will now query the knowledge base when needed. Disable to revert — the agent answers only from its system prompt.

Frequently Asked Questions