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Overview

Knowledge base are a collection of sources of information that your agent can access to retrieve relevant information during the call, that can provide additional context to the conversation. It can greatly improve the quality of the responses and the overall experience, especially in cases where there are a lot of information available (too long for putting in prompt), but having the information is essential for the agent to respond correctly. This feature quite useful for use cases like support, helpdesk, FAQ, etc.

Supported sources:

  • Website content (via URLs)
  • Documents (supported formats: .bmp, .csv, .doc, .docx, .eml, .epub, .heic, .html, .jpeg, .png, .md, .msg, .odt, .org, .p7s, .pdf, .png, .ppt, .pptx, .rst, .rtf, .tiff, .txt, .tsv, .xls, .xlsx, .xml)
  • Custom text snippets

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How it works

You can create knowledge bases, and link them to your agents. When a knowledge base is linked to an agent, the agent will always try to retrieve information from the knowledge base before responding. There’s no need to change your prompt for it to trigger, as it will be done automatically, for every response generation.

During the creation of knowledge bases, it will chunk the source, embed them and store into a vector database.

During the call, when the agent is about to respond, it will use the transcript so far (prompt is not included) to find the most relevant chunks from the knowledge base, and feed them to the LLM as context.

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Auto-refreshing and auto-crawling

You can enable auto-refreshing and/or auto-crawling for URL sources in your knowledge base.

  • Auto-refreshing: When enabled, the system re-fetches all URLs in the knowledge base every 24 hours to ensure the latest content is reflected.

  • Auto-crawling: You can enable this feature for specific URL paths. The system will automatically crawl all pages under each path every 24 hours, excluding any URLs you’ve added to the exclusion list. All pages found—except those explicitly excluded—will be stored.

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Limits

Each knowledge base has the following limits:

  • URL: at max 500 urls.
  • Auto-Crawling URL Paths: at max 200 exclusion urls for each auto-crawling path, and at max 500 exclusion URLs per knowledge base.
  • Text: at max 50 text snippets
  • File: at max 25 files, with each file at max 50MB

You can create multiple knowledge bases to overcome these limits. An agent can have more than one knowledge bases linked to it.

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Best Practices

  • Use markdown format for the source, with clear paragraphs: it will be easier to chunk and is easier to be retrieved.
    • For tabular data or image data, it’s sometimes hard for the system to recognize the correct data and put relevant information together in one chunk, so it might yield suboptimal results.
  • Group relevant information together in one chunk: it will improve the retrieval accuracy.
  • Avoid ambiguity and use specificity in references: when the chunk is retrieved, it’s best to contain specific references like name, dates, and less ambiguous terms like it or this. Because without the prior chunk, it’s hard to understand ambiguous terms.
  • Use more granular paths for auto-crawling instead of broad paths with many exclusion URLs. This improves crawl performance and helps avoid hitting the exclusion URL limits.
  • The knowledge base is intended to supply supporting information to the agent, so it should not be used to provide instructions or prompts to the agent. Instead, use the agent’s prompt for that purpose.

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Use Knowledge Base

1

Access Knowledge Base Settings

  1. Navigate to your dashboard
  2. Select the “Knowledge Base” tab
  3. Click the “Add” button in the top-right corner
2

Create Knowledge Base Items

Choose from three types of knowledge sources:

  1. URL: Import content from web pages

    • Supports single pages or entire websites
    • Automatically updates when content changes

  2. File: Upload documents

    • Supported formats: PDF, TXT, DOCX, etc.
    • Maximum file size: 50MB

  3. Text: Add custom content

    • Paste or type direct information
    • Ideal for specific instructions or data
3

Enable auto-crawling

Auto-crawling can be enabled for individual URL paths. URLs that are not selected will be added to the exclusion list and excluded from the knowledge base.

You can edit auto-crawling paths to add or remove URLs from the exclusion list. Previously crawled URLs (displayed in bold) can be excluded, and URLs currently on the exclusion list can be reinstated.

4

Verify Added Items

After adding items, they will appear in your knowledge base list. You can:

  • View all added items
  • Edit existing items
  • Delete items when no longer needed
5

Connect to Your Agent

  1. Open the agent editor
  2. Locate the “Knowledge Base” section
  3. Select the knowledge base items you want to use

Your agent will now use this information when responding to queries related to the added content. Retrieved knowledge base content will be appended to the LLM prompt under the header ## Related Knowledge Base Contexts.

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FAQ

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Pricing

  • Knowledge base creation:
    • First 10 knowledge bases are free.
    • Additional ones are billed at $8 / month per knowledge base.
  • Using knowledge base:
    • $0.005 per minute of calls that have knowledge base enabled.
    • it does not matter if your agent is using 1 or many knowledge bases, the billing is the same.