Knowledge Base

The knowledge base is where you provide your AI receptionist with information about your business. The more detailed and accurate this information is, the better your receptionist will be at answering caller questions.

Video walkthrough

Where to find it

The knowledge base is located on the Overview page of your receptionist dashboard. There are two related sections:

  • Knowledge Base -- for adding business information through text, website URLs, or document uploads.
  • Questions and Answers (Q&A) -- for adding specific question-and-answer pairs.

Adding knowledge base entries

You can add information to your knowledge base in three ways. Use the buttons at the top of the Knowledge Base section:

Add text

  1. Click Add Text.
  2. In the Add Text Knowledge Base modal, type or paste your business information.
  3. Click Add to save.

This is ideal for pasting general business information such as your services, policies, history, and mission statement. You can enter up to 100,000 characters per text entry.

Add a website URL

  1. Click Add Website URL (shown as Add URL on mobile).

  2. Enter the URL of the webpage you want the AI to learn from.

  3. The system will crawl the URL and display the pages it found. Select which pages to include (up to 3 URLs per entry).

  4. Choose an auto-sync schedule if you want the content to stay up to date automatically. Options include:

    • No auto-update
    • Every 30 minutes
    • Hourly
    • Every 6 hours
    • Daily
    • Weekly
    • Every 10 days
    • Every 2 weeks

    Note: Some sync frequencies may not be available depending on your plan.

  5. Click OK to save.

For URL entries with auto-sync enabled, you can also click the Sync Now button on the knowledge base card to manually trigger an update at any time.

Upload a document

  1. Click Upload Document (shown as Add Document on mobile).
  2. Select a file from your computer. Supported formats: PDF, DOCX, TXT. Maximum file size: 20 MB.
  3. Optionally add transform instructions to tell the AI how to interpret the document.
  4. Click Upload to confirm.

The AI will process the document and extract relevant information. Processing can take 3-5 minutes depending on the size of the document.

Managing knowledge base entries

Each entry appears as a card showing a preview of its content, its type (text, link, or file), and its status.

Entry statuses

  • Active -- The entry is being used by your receptionist. An active/inactive toggle switch appears on each card.
  • Inactive -- The entry is saved but not being used. Toggle the switch on the card to reactivate it.
  • Processing -- The AI is still extracting information from your source. This typically takes 3-5 minutes. The page automatically checks for updates while entries are processing.
  • Failed -- The AI could not extract data from the source. Try syncing again or delete the entry and add it again.

Editing an entry

Click on any text-type card to open it for editing. URL and file entries open in a view-only modal where you can review the extracted content.

Deleting an entry

Click the delete icon on any card, then confirm the deletion in the modal that appears.

Searching entries

Use the search field at the top of the knowledge base section to search across all your entries by keyword. Matching text will be highlighted in the results.

Token usage

Each knowledge base entry consumes tokens, which represent how much information the AI can process in a single conversation. A progress bar at the top of the section shows your total token usage relative to the limit. If you approach or exceed the token limit, a warning will appear and you will not be able to add new entries until you deactivate or delete existing ones.

Note: Tokens are not the same as characters. Approximately 4 characters consume 1 token.

Questions and Answers (Q&A)

The Q&A section lets you provide precise answers to common caller questions.

Adding Q&A pairs

  1. In the Questions and Answers section, click Edit.

  2. In the modal, enter your questions and answers using this format:

    Question: Where are you located?
Answer: We are located at 132 Linkin Park, New York.

Question: How many other branches do you have?
Answer: We don't have any subsidiary branches.

  3. Separate each Q&A pair with a blank line.

  4. Click Save to apply your changes.

Tips for Q&A

  • Use the exact phrasing your callers tend to use. If customers usually ask "What time do you close?" use that wording rather than "What are your operating hours?"
  • Keep answers concise and direct.
  • You can add as many Q&A pairs as you need.