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

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Overview

When a caller asks a question:
  1. The system searches your knowledge base
  2. Relevant content is retrieved
  3. 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.

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Setting Up Knowledge Base

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Creating Folders

Organize content into folders:
  1. Navigate to Knowledge Base in the sidebar
  2. Click Create Folder
  3. Name the folder (e.g., “Product FAQ”, “Policies”, “Pricing”)
  4. Click Create
Each organization can have up to 3 folders, each with 250 MB capacity.

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Adding Documents

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Upload PDFs

  1. Open a folder
  2. Click Upload PDF
  3. Select your file(s)
  4. Wait for processing
Supported: PDF files with text content. OCR processes scanned documents.

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Add Websites

  1. Click Add Website
  2. Enter the URL
  3. The system scrapes and processes the content
  4. Content is indexed for search

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Folder Limits

LimitValue
Folders per organization3
Storage per folder250 MB
File typesPDF, TXT, DOCX

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Attaching to Agents

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Global Attachment

Set a default KB folder for your entire agent:
  1. Open Flow Builder
  2. Click Knowledge Base in left sidebar
  3. Select a folder
  4. Configure retrieval settings
All conversation nodes will use this KB unless overridden.

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Node-Specific Attachment

Override for specific nodes:
  1. Select a Conversation node
  2. Scroll to Knowledge Base section
  3. Select a different folder
  4. Configure Top-K and reranking
Node: Billing Questions
Knowledge Base: /Billing-FAQ

Node: Technical Support
Knowledge Base: /Technical-Docs

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Retrieval Settings

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Top-K

Number of relevant chunks to retrieve (default: 5):
ValueEffect
1-3More focused, may miss context
5Balanced (recommended)
7-10More comprehensive, may include noise

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Reranking

Re-orders results by relevance (default: enabled): 
Reranking: true  # Recommended for better accuracy
Reranking improves accuracy but adds slight latency.

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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."

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Best Practices for Content

Regularly update your knowledge base with the latest information. Outdated content leads to wrong answers.
Structure documents with headings, bullet points, and short paragraphs. This improves retrieval accuracy.
Duplicate content can confuse retrieval. Keep one authoritative source for each topic.
Name files descriptively: “Return-Policy-2024.pdf” not “doc1.pdf”

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Content Types

ContentGood For
FAQsCommon customer questions
Product docsFeatures, specifications, usage
PoliciesReturns, warranty, terms
PricingPlans, features, add-ons
TroubleshootingCommon issues and solutions

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Example Use Cases

Folder: /Product-Documentation

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

Usage: Technical support conversations

Folder: /Company-Policies

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

Usage: Policy-related questions

Folder: /Sales-Materials

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

Usage: Sales conversations

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Troubleshooting

IssueSolution
Wrong answersCheck if correct folder is attached
Missing informationVerify content was processed (check folder contents)
Outdated responsesUpdate or re-upload source documents
Too much irrelevant contentLower 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