Set up a knowledge base

Create a knowledge base and add content from one or more sources so your agent can answer detailed questions during live calls.

A knowledge base lets your agent search and retrieve information during a call. It uses retrieval-augmented generation (RAG) with semantic search and embeddings hosted on Agentalk.

When a caller asks a question, the agent searches the knowledge base for the most relevant passage and uses it to answer.

When to use a knowledge base

Use a knowledge base when your agent needs to answer questions from a large body of content that would be impractical to include in the instructions directly.

Typical use cases include:

• Product catalogs with many items
• Technical documentation with detailed specifications
• Dense documents such as policies, manuals, or service agreements

The knowledge base is optional. Simple workflows like sales scripts or appointment booking usually don’t require one. The deciding factor is content volume, not company size.

Before you start

You need the following before you begin:

• Content ready to upload or link.
• Supported sources include PDF, Markdown, plain text, website URLs, sitemaps, and Notion.

Supported content and limits File size limits, number of sources, and supported formats may vary depending on your plan.

1

Create a new knowledge base

Start by creating a knowledge base and defining its basic information.

1. Go to Knowledge base in the left navigation.
2. Click + Create First knowledge base.
3. Enter the required details:

   • Knowledge Base Name: Use a descriptive name, for example Product Catalog 2024 or Support Documentation
   • Description: Add a short summary of what the knowledge base contains.

     Auto refresh Enable this option if your sources are expected to change over time. The knowledge base will update automatically when the source content is updated.
4. Click + Create Knowledge Base.

2

Add content

After creating the knowledge base, add content from one or more sources.

Upload files

Use this option to upload documents such as PDFs or Markdown files.

1. Drag and drop your file or click Select files.
2. Locate and upload files (up to 40MB).
3. Click Upload and add to knowledge base.

Use this for structured content like manuals, policies, or documentation.

Manual text addition

Use this option to quickly add text without uploading a file.

1. Paste or type your content into the text field.
2. Click Add text.

Use this for short content, FAQs, or quick updates.

Import from website

Use this option to import content from a website using a sitemap.

1. Enter the sitemap URL.
2. (Optional) Add filters to include or exclude specific pages.
3. Click Analyze Sitemap. The system shows how many pages match your filters, including included and excluded URLs.
4. Click Add content from website.

Use this when your content is already published online.

3

Train the knowledge base

Once your content is added, train the knowledge base so it becomes searchable.

1. Click Start training at the top of the page.

Agentalk processes your content and makes it available to your agent.

Training time depends on the amount of content. Wait until processing is complete before using the knowledge base.

Next steps

Here are the recommended next steps after completing this guide:

• Connect a knowledge base to an agent: Link your knowledge base so the agent can use it during live calls.
• Write effective agent instructions: Guide how the agent uses knowledge base responses in conversations.