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Knowledge Bases let your agents answer questions using your own documents
instead of only relying on general AI knowledge. You group related documents into a knowledge base, then connect that knowledge base to an agent using the Knowledge Search skill.
During a call or web conversation, the agent can search those documents and use the relevant passages in its answers.
Status: Knowledge Bases are currently in BETA.

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Knowledge Bases page overview

Go to Knowledge Bases in the left sidebar. At the top you’ll see a short description and a Create Knowledge Base button.
Below that is a table listing all knowledge bases for the current environment. Each row shows:
  • ID – Internal identifier for this knowledge base.
  • Name – The name you chose (for example, “Performance bonds”, “Surety general”).
  • Actions – A menu where you can manage the knowledge base.
Clicking a row opens the list of files inside that knowledge base. Knowledge bases are:
  • Shared across all agents in the same environment (any agent can use any KB).
  • Scoped per environment (for example, test vs production).

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Create a knowledge base

To create a new knowledge base:
  1. Go to Knowledge Bases.
  2. Click Create Knowledge Base (top‑right).
  3. In the Create Knowledge Base dialog, enter a Knowledge Base Name.
    • Choose a name that clearly describes the topic (for example,
      “Product FAQs”, “Support Playbook”, “California Contractor Bonds”).
  4. Click Create.
You’ll be taken to the Files in <your name> page for the new knowledge base,
where you can upload documents.

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Add files to a knowledge base

Inside a knowledge base, you’ll see:
  • A large area at the top for uploading files (drag and drop or click to select).
  • A table of files with:
    • ID
    • Name
    • Actions menu (for managing individual files)

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Supported file types

You can upload the following file types:
  • PDF
  • TXT
  • RTF
  • DOC / DOCX
  • PPT / PPTX
You can upload one or many files. After upload, the content is processed and becomes available for agents to use with the Knowledge Search skill.

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Managing files

For each file you upload, you can:
  • See its ID and file name in the table.
  • Use the actions menu (three dots) to remove a file if you no longer want the agent to use its content.
You can return to this page at any time by:
  1. Going to Knowledge Bases.
  2. Clicking the name of the knowledge base you want to edit.

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Connect a knowledge base to an agent (Knowledge Search skill)

Uploading documents by itself is not enough.
An agent must be configured to use a knowledge base via the Knowledge Search skill.

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Enable Knowledge Search on an agent

  1. Go to Agents and select the agent you want.
  2. On the Basic Information tab, find Choose Skills.
  3. Click Knowledge Search to add this skill to the agent (if it is not already active).
  4. A Configure Knowledge Search dialog appears.
In the Configure Knowledge Search dialog you can add one or more rows. Each row tells the agent:
  • Which knowledge base to use, and
  • What kind of questions that knowledge base should answer.
For each row:
  1. Under Use the knowledge base, choose a knowledge base from the dropdown.
  2. Under To answer questions about, type a brief description of the topic.
    Examples:
    • performance bonds
    • Surety general
    • California Contractor License
This free‑text description helps guide when that knowledge base should be used. You can:
  • Add multiple rows to let an agent use several knowledge bases.
  • Use the Add more link to configure additional topics and bases.
  • Remove a row with the small “x” on the right if you no longer want the agent to use it.
When you are done, click Save in the dialog, then save the agent. From now on, when callers or web visitors ask questions that match the topics you described, the agent can search and quote from the connected knowledge bases.

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Organizing your knowledge bases

A few simple patterns work well:
  • One knowledge base per major topic or product
    For example:
    • “General FAQs”
    • “Product A – Documentation”
    • “Product B – Documentation”
    • “Legal and Compliance”
  • Group related documents together
    Put documents that will be used to answer the same family of questions into the same knowledge base (for example, several guides all about California contractor licensing in one KB).
  • Use clear names and topics
    Agent builders will pick from a dropdown of knowledge base names and then write the “To answer questions about” text.
    Clear names and topics make this much easier.
You can update a knowledge base at any time by adding or removing files.
Agents that use that knowledge base will automatically use the updated content.

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When to use Knowledge Bases

Knowledge Bases are most useful when:
  • You have reference documents that should drive factual answers:
    • Product manuals
    • Policy documents
    • Service descriptions
    • Internal playbooks
  • You want the agent to sound like your documentation, not generic AI:
    • Use snippets and wording from your PDFs or docs.
    • Keep answers consistent with your official materials.
They are less suitable for:
  • Highly dynamic data that changes minute‑to‑minute (for example, live inventory).
    For that, consider Custom External Actions or direct API calls instead.

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Where to go next

  • Learn how to configure the rest of an agent (skills, prompts, post‑call behavior) in the
    Agent Feature Guide.
  • Use Actions and Webhooks to send information from calls to your own systems:
    Actions and
    Webhooks.
  • Review how calls are logged and how post‑call results work in
    Call History (Core Concept).