Create and connect a Knowledge Base

Create a Knowledge Base when the Agent needs information beyond its conversation instructions. You need permission to create Knowledge Bases and documents, and to update the Agent's knowledge settings.

1. Create the collection

Open Knowledge Bases and create a collection. Choose a name that tells your team what it contains, such as Service policies English.

Write down a few customer questions the collection should answer. Choose current sources and remove internal notes or outdated versions.

2. Add content

Upload a document or import a website. Wait for processing to finish, then check that the content was imported completely.

3. Connect the Agent

Select the Knowledge Base in the Agent's technical options. Add a context section to the system prompt:

Use the following context for company-specific facts.
If the answer is missing, say so and offer the configured follow-up.
Do not invent prices, policies or commitments.

{context}

Use the rest of the prompt to describe what happens after a knowledge question is answered. For a callback request, the Agent might ask for the phone number if it is still missing.

4. Verify the connection

Ask a direct source question, a rephrased version and a question absent from the documents. Inspect retrieval during a selected test call when an expected answer is missing. Check the selected Knowledge Base and {context} before changing RAG settings.

Before replacing or deleting a connected Knowledge Base, review its dependencies.