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Knowledge Base

Knowledge overview

Use knowledge bases for stable company facts. Use prompts for behavior. Use tools for live data or actions. Mixing those jobs is the fastest way to confuse an agent.

Choose the right source of information before uploading documents.

Use a knowledge base when the callback assistant needs to answer from your documents, policies, or internal content. It is useful, but it is optional for callback-assistant v1.

What this area is for

  • Giving agents grounded answers from owned content
  • Uploading source documents and controlling retrieval quality
  • Improving domain accuracy after the core callback flow already works

When you should come here

  • Callers need answers from FAQs, policies, company information, or support material
  • The prompt alone is not enough because the source content changes or is too large
  • You want the assistant to answer company or policy questions during the call

When you can skip it

  • The first launch only needs greeting, callback questions, or message-taking
  • The agent needs live data from another system, which belongs in Tools
  • The agent is still failing basic conversation flow, which is usually a prompt or routing issue first

How it works

Nuvoca retrieves the most relevant document chunks and passes them into the assistant context. In practice, better source material matters more than more source material. Clean, specific documents usually outperform a large pile of mixed files.

Supported formats include PDF, TXT, DOCX, and HTML.

Important note

The prompt only benefits from knowledge-base content when it is designed to use retrieved context. Add {context} to the prompt only after a knowledge base exists and you want the assistant to answer from it.

Most common mistake

Teams often add a knowledge base to compensate for a weak callback prompt or unstable call flow. Fix the assistant's job, prompt, and routing first. Then add a knowledge base when you know what content the assistant should actually use.

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