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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 answers in one place, separate from the conversation flow
The Knowledge Base is edited in the script editor under Behaviour & Knowledge → Knowledge Base.

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Structure

Each entry has two 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 (as entries such as Website: About and Website: Key Facts), and Scrape FAQ takes the URL of an FAQ page and adds the questions and answers it finds, each question prefixed with FAQ:.

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How the answer is delivered

The assistant uses your response as an instruction and phrases the reply to fit the conversation, and the reply is checked against your guidelines before it is spoken. The wording can change, so the Knowledge Base is not the place for text that must be said exactly. Write responses as the facts you want conveyed, in plain sentences. When wording must be spoken exactly as written — a disclaimer, a price, legal or regulatory phrasing — put it in a voice step set to Prompt Mode → Verbatim (see Voice steps) rather than in the Knowledge Base, and use a compliance policy for rules every answer must follow.

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How the Knowledge Base is used

At the start of every call, each pair is added to the assistant’s Guidelines: the question becomes the situation and the response becomes what to do. The assistant sees the whole Knowledge Base on every turn, alongside your guidelines, and answers from a pair whenever the caller’s words fit its question, then carries on with the step it was on. Pairs with an empty question or an empty response are skipped. Two things follow from this:
  • Every pair is present on every turn. A large Knowledge Base adds to every reply the assistant writes and can dilute your guidelines, so keep it small and factual.
  • Duplicate questions collapse. Two pairs with the same question, or a pair whose question matches a guideline’s condition word for word, become one entry, and the later one wins.

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Common Topics

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Example

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Keeping it lean

Every pair is part of what the assistant reads on every turn, so a sprawling Knowledge Base makes every reply slower and less focused. Keep entries short and specific, remove anything callers never ask, and split a long multi-topic answer into separate pairs.

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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 for the assistant to pick out, and easier to keep accurate
  3. Keep exact wording out of it — Wording that must be word-for-word belongs in a Verbatim voice step
  4. Avoid duplication — Two pairs with the same question collapse into one, and only the later one is kept
  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