Setting Up a Knowledge Base

1. Understanding the Knowledge Base

The knowledge base is where you add your business-specific details that your agent's prompt doesn't already cover — things like:

Services offered
Operating hours
Pricing and estimates
Policies (e.g., cancellation fees)

2. Accessing the Knowledge Base

Go to Voice Agents, then click the Knowledge Base tab.
Click Create Knowledge Base (top right).
Name your knowledge base in the Add Voice Knowledge Base modal.

3. Adding Data

You have three ways to populate it, right in the same modal:

Add Web Pages — paste in your company's website URL(s) to pull text automatically.
Upload Files — upload PDFs or documents containing policies, pricing, or FAQs.
Add Text — manually type in content. This is also where you'd add FAQs — format them as clear question/answer pairs since there's no separate FAQ tool, e.g.: "Q: Do you offer free estimates? A: Yes, we provide free estimates for all services."

4. Testing the Knowledge Base

I haven't seen a dedicated "test" feature for the knowledge base itself — the way to verify it's working is to place a test call to the agent and ask it questions that should be answered from what you just added. If it gives a wrong or incomplete answer, go back and add or edit an entry.

5. Best Practices

Consistency: group similar information together rather than scattering it across many small entries.
FAQs first: these tend to give the most precise, reliable answers.
Keep it current: update it whenever your offer, pricing, or hours change.
Test regularly: place test calls periodically to confirm accuracy as you add more content.