HOW-TO & GUIDANCE2 min read

Create and attach a knowledge base

Create Basic business facts or one Advanced document, attach it to an agent, and test its answers.

Reviewed September 16, 2026

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A knowledge base gives your agent facts to answer from — opening hours, services, prices, policies.

Basic or Advanced

Basic is a guided form. What you enter is written into the agent's instructions word for word, so the agent always has it in front of it. Best for a short set of business facts.
Advanced holds one document or one block of text, which the agent searches during the call when it needs an answer. Best for longer reference material.

An Advanced knowledge base holds exactly one document. Uploading a second file, or saving text over it, replaces what was there. If you have several documents, combine them into one file first.

Create one

In the sidebar, click Knowledge Base, then New Knowledge Base.
Choose Basic or Advanced.
For Basic, fill in the form. For Advanced, enter a name, then either upload a document or use the text editor — only the tab you have open is saved.
Click Create.

If you don't see the create button, your role doesn't include editing knowledge bases.

Attach it to an agent

Open the call flow and click Knowledge Base in Settings.
Tick the source you want the agent to use.
To make a new one here instead, click Add and choose Basic or Advanced — it's attached to this flow automatically.
Wait for the change to save, then publish the flow.

Check the agent uses it

Run a test call and ask something only the knowledge base would know.

If you're using an Advanced source, the test shows the agent searching the knowledge base before answering. A Basic source won't show a search — its content is already in the agent's instructions.

If the agent answers wrongly, check that the same fact isn't also written into the agent's instructions with a different value, and that two attached sources don't disagree.