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What the Knowledge Base is for

The Knowledge Base is where you store information that your AI agents can use during conversations—so they don’t have to rely only on the main prompt. It’s best for large or detailed content, like manuals, FAQs or policies, that doesn’t fit in the prompt. Typical use cases:
  • Answering questions about your business (services, pricing, policies, hours).
  • Guiding users through processes (refund steps, appointment prep, onboarding).
  • Keeping responses consistent across multiple agents.
Access it here: Knowledge Base The page has two tabs, at the top right:
  • Files: documents you upload (PDF, DOC, DOCX, TXT), organized into groups.
  • Web: web pages (URLs) the agent learns from, which you can organize into folders.
Think of the Knowledge Base as “approved reference material” your agent can pull from when a caller asks detailed questions.

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How it connects to AI agents

You don’t add the content directly inside an agent. Instead, you:
1
Build your Knowledge Base content here (Files or Web URLs).
2
Then, in the agent editor, open the Knowledge Base tab and add the documents you want that agent to use.
The same document can be used by several agents.

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Files Knowledge Base

The Files tab is for uploading documents your agent should learn from (for example: a PDF policy, a DOCX script, or a TXT FAQ). Files are organized into groups, so you can keep related documents together. Next to Create Knowledge base you can switch between two views: a list of all your files, or your groups shown as folders. Use Search files… to find a document.

Video: Files tab → Create Knowledge base → group name, and then the agent’s Knowledge Base tab → Add Document.

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Create a file group and upload documents

1
Open the Files tab.
2
Click Create Knowledge base.
3
In the Upload Files window, enter a Group Name (required). The files you upload will be grouped together under this name.
4
Add your documents:
  • Drag and drop files into the upload area, or
  • Click Select Files to browse.
5
Click Upload Files to finish.
Supported formats and limits (as shown in the uploader):
  • PDF, DOC, DOCX, TXT
  • Max 5MB per file
The Upload Files window with the Group Name field, the drag-and-drop area with the Select Files button, the supported formats (PDF, DOC, DOCX, TXT, max 5MB per file) and the Upload Files button.

Screenshot: The Upload Files window, where you name the group and add your documents.

Common mistake: Uploading multiple unrelated documents into one group. If you have different use cases (Sales vs. Support), create separate groups so you can attach the right knowledge to each agent.

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Manage and update files in a group

After a group exists, you can open it to manage what’s inside:
  • Add more documents (for example, using Add New Files).
  • See a list of Current Files already included.
  • Remove files you no longer want the agent to reference.
Use clear group names like “Support Policies”, “Pricing & Plans”, or “Clinic Intake Script” so it’s easy to find the correct documents later.

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Web URLs Knowledge Base

The Web tab is for teaching your agent from web pages. This is useful when your source of truth lives on your website (help center, docs, policy pages, landing pages). The list shows every URL with its Name, its address and when it was Last Updated. Use Search Knowledge Base… to find one.
The Knowledge Base page with the Web tab selected, showing the Add URL and Create Folder buttons, the search bar and the list of URLs with their Last Updated date and an actions menu.

Screenshot: The Knowledge Base in Web mode, with Add URL, Create Folder and the list of URLs.

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Add a URL

1
Open the Web tab.
2
Click Add URL.
3
Fill in:
  • Parent Folder: where to save it. By default, Knowledge Base (top level).
  • Title (required): a clear name for this page (for example, “Pricing page”).
  • URL (required): the link to the web page.
4
(Optional) Turn on Auto Refresh so Callin reads the page again regularly. Then choose the Interval and the Interval Unit (Days or Hours). By default, every 7 days.
5
Click Add URL to save it.

Video: Add URL → title and URL → Auto Refresh with its interval → Create Folder → View Details of a URL.

With Auto Refresh turned on, the window looks like this:
The Add URL window with Parent Folder, Title, URL, Auto Refresh turned on, Interval set to 7 and Interval Unit set to Days.

Screenshot: The Add URL window with Auto Refresh turned on.

Turn on Auto Refresh for pages that change often, like pricing or opening hours, so your agent always answers with the latest information.

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Organize URLs in folders

To keep related pages together (for example, all the pages of your website), click Create Folder:
1
Choose the Parent Folder (or leave Knowledge Base (top level)).
2
Enter the Folder Name (required).
3
(Optional) Turn on Auto Refresh to refresh all the URLs in this folder at your chosen interval.
4
Click Create Folder.
Then, when you add a URL, choose that folder in Parent Folder.
Keep folders focused. For example, make one folder for “Pricing & Billing” pages and a different one for “Refund Policy” pages.

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View, refresh or delete a URL

Click ⋯ on the right of a URL to open its menu:
  • View Details: opens a panel with the Document ID, Last updated, Document size, Source URL and Auto Refresh, and on the right the URL Content (the text your agent actually reads from that page). Click Refresh Content to read the page again now.
  • Copy ID: copies the document ID.
  • Delete: removes the URL from the Knowledge Base.
The details panel of a URL with Document ID, Last updated, Document size, Source URL and Auto Refresh on the left, and the URL Content with the Refresh Content button on the right.

Screenshot: View Details shows the text the agent reads from the page.

Check the URL Content after adding a page. If it’s empty or shows the wrong text (for example, a cookie banner), the agent won’t be able to use that page. Try a different URL for the same information.

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Select a Knowledge Base for an agent

After you’ve added your documents (Files or Web URLs), you attach them to an agent in the agent editor.
The agent's Knowledge Base tab with the Add Document list open: a search box, the documents from the Knowledge Base and an Add Document button at the bottom.

Screenshot: Adding a document from the Knowledge Base while editing an AI agent.

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Attach a group to an agent

1
Go to AI Agents and open an agent to edit.
2
Open the Knowledge Base tab.
3
Click Add Document.
4
Use Search documents… to find the document you want, and click it to add it to the agent.
5
Repeat for each document the agent needs.
If the document you need doesn’t exist yet, click Add Document at the bottom of the list. It takes you to the Knowledge Base page to add it.
If you have multiple agents with different roles, give each agent only the documents it needs so they stay focused and don’t answer outside their scope.

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Practical example

Let’s say you run a dental clinic and you have two agents:
  • Front Desk Agent (appointments, opening hours, directions)
  • Billing Agent (pricing, invoices, insurance questions)
A good setup could be:
  • Files group: “Clinic FAQs (TXT)” for quick answers and scripts
  • Web folder: “Pricing & Insurance Pages” with your public website pages, with Auto Refresh turned on
Then:
  • The Front Desk Agent gets the FAQs documents.
  • The Billing Agent gets the Pricing & Insurance pages.