Knowledge Base

The Knowledge Base enables RAG (Retrieval-Augmented Generation), allowing your agent to answer questions based on your documents and content.

Overview

When a caller asks a question:

The system searches your knowledge base
Relevant content is retrieved
The AI uses this content to generate accurate responses

This ensures your agent provides factual, up-to-date information rather than relying solely on training data.

Setting Up Knowledge Base

Creating Folders

Organize content into folders:

Navigate to Knowledge Base in the sidebar
Click Create Folder
Name the folder (e.g., “Product FAQ”, “Policies”, “Pricing”)
Click Create

Each organization can have up to 3 folders, each with 250 MB capacity.

Adding Documents

Upload PDFs

Open a folder
Click Upload PDF
Select your file(s)
Wait for processing

Supported: PDF files with text content. OCR processes scanned documents.

Add Websites

Click Add Website
Enter the URL
The system scrapes and processes the content
Content is indexed for search

Folder Limits

Limit	Value
Folders per organization	3
Storage per folder	250 MB
File types	PDF, TXT, DOCX

Attaching to Agents

Global Attachment

Set a default KB folder for your entire agent:

Open Flow Builder
Click Knowledge Base in left sidebar
Select a folder
Configure retrieval settings

All conversation nodes will use this KB unless overridden.

Node-Specific Attachment

Override for specific nodes:

Select a Conversation node
Scroll to Knowledge Base section
Select a different folder
Configure Top-K and reranking

Node: Billing Questions
Knowledge Base: /Billing-FAQ

Node: Technical Support
Knowledge Base: /Technical-Docs

Retrieval Settings

Top-K

Number of relevant chunks to retrieve (default: 5):

Value	Effect
1-3	More focused, may miss context
5	Balanced (recommended)
7-10	More comprehensive, may include noise

Reranking

Re-orders results by relevance (default: enabled):

Reranking: true  # Recommended for better accuracy

Reranking improves accuracy but adds slight latency.

How RAG Works

Caller: "What's your return policy?"
           │
           ▼
┌─────────────────────────┐
│ 1. Search Knowledge Base │
│    Query: "return policy"│
└───────────┬─────────────┘
            │
            ▼
┌─────────────────────────┐
│ 2. Retrieve Top-K Chunks │
│    - "Returns accepted   │
│      within 30 days..."  │
│    - "Refunds processed  │
│      in 5-7 days..."     │
└───────────┬─────────────┘
            │
            ▼
┌─────────────────────────┐
│ 3. Generate Response     │
│    AI combines KB content│
│    with conversation     │
└───────────┬─────────────┘
            │
            ▼
Agent: "Our return policy allows returns within 30 days of purchase.
        Once received, refunds are processed in 5-7 business days."

Best Practices for Content

Keep content current

Regularly update your knowledge base with the latest information. Outdated content leads to wrong answers.

Use clear formatting

Structure documents with headings, bullet points, and short paragraphs. This improves retrieval accuracy.

Remove duplicates

Duplicate content can confuse retrieval. Keep one authoritative source for each topic.

Use specific file names

Name files descriptively: “Return-Policy-2024.pdf” not “doc1.pdf”

Content Types

Content	Good For
FAQs	Common customer questions
Product docs	Features, specifications, usage
Policies	Returns, warranty, terms
Pricing	Plans, features, add-ons
Troubleshooting	Common issues and solutions

Example Use Cases

Product Support

Folder: /Product-Documentation

Contents:
- User manuals for each product
- Troubleshooting guides
- Setup instructions
- Compatibility information

Usage: Technical support conversations

Policy Information

Folder: /Company-Policies

Contents:
- Return policy
- Warranty information
- Privacy policy
- Terms of service

Usage: Policy-related questions

Sales Enablement

Folder: /Sales-Materials

Contents:
- Product comparisons
- Pricing details
- Feature lists
- Case studies

Usage: Sales conversations

Troubleshooting

Issue	Solution
Wrong answers	Check if correct folder is attached
Missing information	Verify content was processed (check folder contents)
Outdated responses	Update or re-upload source documents
Too much irrelevant content	Lower Top-K or split into focused folders

Conversation Stage

Attach KB to conversation nodes

Global Settings

Set default KB for agent

System Prompt

Guide how KB content is used

Getting Started

Agent Builder

Agent Configuration

Test Agent

Publish

Overview

Setting Up Knowledge Base

Creating Folders

Adding Documents

Upload PDFs

Add Websites

Folder Limits

Attaching to Agents

Global Attachment

Node-Specific Attachment

Retrieval Settings

Top-K

Reranking

How RAG Works

Best Practices for Content

Content Types

Example Use Cases

Troubleshooting

Conversation Stage

Global Settings

System Prompt

​Overview

​Setting Up Knowledge Base

​Creating Folders

​Adding Documents

​Upload PDFs

​Add Websites

​Folder Limits

​Attaching to Agents

​Global Attachment

​Node-Specific Attachment

​Retrieval Settings

​Top-K

​Reranking

​How RAG Works

​Best Practices for Content

​Content Types

​Example Use Cases

​Troubleshooting

​Related

Conversation Stage

Global Settings

System Prompt

Overview

Setting Up Knowledge Base

Creating Folders

Adding Documents

Upload PDFs

Add Websites

Folder Limits

Attaching to Agents

Global Attachment

Node-Specific Attachment

Retrieval Settings

Top-K

Reranking

How RAG Works

Best Practices for Content

Content Types

Example Use Cases

Troubleshooting

Related