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What is the Knowledge Base?

The Knowledge Base is a list of question-and-answer pairs. When a caller asks something that matches one of your questions, the assistant answers from that pair — then carries on with the step it was on. Use it to:
  • Answer common caller questions accurately
  • Give the same answer on every call
  • Keep prepared wording for the things you cannot afford to have paraphrased
The Knowledge Base is edited on the Knowledge Base tab of the script editor.

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Structure

Each entry has three parts: Use Add Item to add a pair. Both fields accept variables — type / to insert one, such as {{contact.first_name}} (string, e.g. Jane). Two buttons fill the list for you: Research My Website takes your website URL and adds business context from the site, and Scrape FAQ takes the URL of an FAQ page and adds the questions and answers it finds.

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Instruct and Verbatim

The Mode dropdown decides how the answer reaches the caller. The tooltip on screen sums it up: “Instruct: the AI phrases the answer from your response. Verbatim: the response is read out exactly as written.” Write Verbatim entries as you want them heard: full sentences, said out loud, with no formatting or bullet points.

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How a question is matched

  1. The caller says something on a voice step.
  2. Their words are compared against your questions — the responses are not searched, so write each question the way a caller would actually ask it.
  3. If one pair matches, the assistant answers from it and stays on the current step.
  4. If nothing matches, the assistant answers normally from the step, the Guidelines and the conversation so far.
Two things follow from this:
  • Knowledge only appears when a question matches. It is not mixed into ordinary replies, so a large Knowledge Base cannot pull the assistant off-script during the rest of the call.
  • An empty Knowledge Base is skipped entirely. A script with no pairs never runs the match, so there is no cost and nothing to misfire.
Only one pair is used per question, so keep questions distinct. Two entries covering the same ground make the match less predictable.

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Common Topics

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Example

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Keeping it lean

Every pair adds to the list the matcher has to consider, so a sprawling Knowledge Base is slower to match and less accurate. Keep entries short and specific, remove anything callers never ask, and split a long multi-topic answer into separate pairs so each one matches its own question.

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Best Practices

  1. Write questions the way callers speak — “How much is it?” beats “Pricing structure”
  2. One topic per pair — Easier to match, and easier to keep accurate
  3. Use Verbatim sparingly — Reserve it for wording that genuinely cannot change
  4. Avoid duplication — Two pairs covering the same question make matching less reliable
  5. Keep answers short — A spoken answer of one or two sentences lands far better than a paragraph
  6. Update regularly — Keep information current as your offerings change

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Knowledge Base vs Guidelines

Use the Knowledge Base for what to say. Use Guidelines for how to handle situations.

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Next Steps

  • Guidelines — Add behavioural rules for specific situations
  • Call Objectives — Define what your assistant should accomplish
  • Key Terms — Help the assistant hear your product and brand names correctly