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Adding Content to Knowledge Base ​

The Knowledge Base allows you to upload information that your assistant can use to answer questions and provide accurate responses during calls. You can add three types of content: files, website links, and text.

What is the Knowledge Base? ​

The Knowledge Base is your assistant's information library. When you add documents, links, or text, your assistant learns from this content and can reference it during conversations with callers. This helps your assistant:

  • Answer specific questions about your business
  • Provide accurate product or service information
  • Reference company policies and procedures
  • Share details from your website or documentation

Types of Content You Can Add ​

1. Files (PDFs and Documents) ​

Upload PDF files or text documents containing information your assistant should know.

Common uses:

  • Product manuals and guides
  • Company policies and procedures
  • Training materials
  • FAQ documents
  • Service descriptions

2. Website Links (URLs) ​

Add links to web pages that contain relevant information for your assistant.

Common uses:

  • Your company website
  • Product pages
  • Blog articles
  • Help center articles
  • Documentation pages

3. Text Content ​

Directly enter text information that your assistant should know.

Common uses:

  • Quick facts and figures
  • Short explanations
  • Answers to common questions
  • Business hours and contact information
  • Special instructions

How Content Processing Works ​

When you add content to your Knowledge Base, the system processes it in the background to make it accessible to your assistant. Here's what happens:

Background Processing ​

  1. Upload: You select and upload your content (file, URL, or text)
  2. Processing: The system analyzes the content in the background
    • Extracts important information
    • Indexes the content for quick retrieval
    • Organizes it for your assistant's use
  3. Ready: Once processing is complete, your assistant can use this information during calls

Processing Status ​

Each piece of content shows its current status:

  • Processing: The content is being analyzed and prepared (this usually takes a few minutes)
  • Ready: The content is available for your assistant to use
  • Error: Something went wrong during processing (you may need to upload it again)

Important: Content is processed automatically in the background. You don't need to wait or take any action. You can continue working with other parts of the system while your content is being processed.

How Long Does Processing Take? ​

Processing time depends on the type and size of content:

  • Text content: Usually completes in under a minute
  • Website links: Takes 1-3 minutes depending on page size
  • PDF files: Takes 2-5 minutes depending on file size and page count

Large documents or complex websites may take longer, but processing happens automatically without requiring your attention.

Adding New Content ​

Step 1: Navigate to Knowledge Base ​

  1. Go to Knowledge Base in the main navigation
  2. Click the Add Content or Upload button

Step 2: Choose Content Type ​

Select what type of content you want to add:

  • Upload File for PDFs and documents
  • Add Website Link for URLs
  • Add Text for directly entered information

Step 3: Provide Content Details ​

Depending on your content type:

For Files:

  • Click "Choose File" and select your PDF or document
  • Add a description (optional but recommended)
  • Add labels to organize content (optional)

For Website Links:

  • Enter the complete URL (e.g., https://yourwebsite.com/page)
  • Add a description of what the page contains
  • Add labels to categorize the link (optional)

For Text:

  • Enter or paste your text content
  • Give it a clear title
  • Add labels for organization (optional)

Step 4: Save and Let It Process ​

Click Save or Upload. Your content will begin processing automatically in the background. You can:

  • Continue adding more content
  • Work on other parts of the system
  • Come back later to see the completed processing

Organizing Your Knowledge Base ​

Using Labels ​

Labels help organize your content and make it easier to find specific information. When adding content, you can assign labels like:

  • "Products"
  • "Policies"
  • "FAQ"
  • "Technical"
  • "Customer Service"

Labels make it easier to manage large amounts of content and help your assistant find relevant information quickly.

Best Practices for Content Organization ​

Keep content focused:

  • Each piece of content should cover a specific topic
  • Avoid uploading very large files that cover many unrelated topics
  • Break complex information into smaller, topic-specific pieces

Use clear descriptions:

  • Write brief descriptions that explain what the content covers
  • This helps you find content later when managing your Knowledge Base

Update regularly:

  • Remove outdated information
  • Upload new versions when content changes
  • Keep your Knowledge Base current for accurate assistant responses

Managing Existing Content ​

Viewing Your Content ​

In the Knowledge Base section, you'll see a list of all uploaded content with:

  • Content name or title
  • Type (File, URL, or Text)
  • Processing status
  • Upload date
  • Labels assigned

Editing Content ​

To update existing content:

  1. Find the content in your Knowledge Base list
  2. Click the Edit button
  3. Update the description, labels, or other details
  4. Save your changes

Note: If you need to change the actual content (different file, different URL, new text), it's better to upload new content and delete the old version.

Deleting Content ​

If content is no longer relevant:

  1. Find it in your Knowledge Base list
  2. Click the Delete button
  3. Confirm the deletion

Deleted content will no longer be available to your assistant.

Troubleshooting ​

Content Stuck in "Processing" Status ​

Problem: Content shows "Processing" for longer than expected (more than 10 minutes).

Solutions:

  • Refresh your browser to check if the status has updated
  • If still processing after 15 minutes, the content may be very large - wait a bit longer
  • If processing doesn't complete after 30 minutes, try uploading the content again

Content Shows "Error" Status ​

Problem: Content failed to process.

Common causes and solutions:

  • File too large: Try uploading a smaller file or splitting it into parts
  • Invalid URL: Check that the website link is correct and accessible
  • Unsupported file format: Make sure you're uploading PDF or text files
  • Website blocked: Some websites block automated content extraction

Assistant Not Using Uploaded Content ​

Problem: Your assistant doesn't seem to reference newly uploaded content.

Solutions:

  • Check that the content status is "Ready" (not still "Processing")
  • Make sure the content is relevant to the questions being asked
  • Verify that your assistant's configuration allows Knowledge Base access
  • Try adding more specific content that directly answers common questions

Tips for Effective Knowledge Base Content ​

Writing Good Text Content ​

  • Be specific and clear: Write in simple, direct language
  • Focus on facts: Include concrete information your assistant can reference
  • Keep it concise: Shorter, focused content is easier for your assistant to use
  • Use complete sentences: Helps your assistant provide natural responses
  • Select authoritative pages: Use official company pages, not third-party sites
  • Ensure accessibility: Make sure the pages are publicly available
  • Check content quality: Pages should contain clear, well-organized information
  • Avoid dynamic content: Pages with frequently changing content may need regular updates

Preparing Good Files ​

  • Use clear formatting: Well-structured documents are easier to process
  • Include text, not images: Text-based PDFs work better than scanned images
  • Keep files focused: Smaller, topic-specific files are better than one huge document
  • Use current versions: Always upload the most recent version of documents
  • Knowledge Base Gaps: Track areas where your Knowledge Base needs more information - see Knowledge Base Gaps
  • Assistant Configuration: Learn how to configure your assistant to use the Knowledge Base - see Assistant Configuration
  • Notifications: Get notified about Knowledge Base updates and gaps - see Notifications

Need Help? If you have questions about adding content to your Knowledge Base or need assistance, contact our support team.