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Step 3: Knowledge base

Your agent answers questions better when it knows your business. In this step you add your key facts, such as hours, services, prices, and policies, and send them to your agent's memory.

Before you start

  • Select the right workspace in the sidebar. Each workspace has its own knowledge base.
  • Gather your content. Short, focused facts work best. Good starting points are your FAQ, service list, business hours, and cancellation policy.
  • Documents must be PDF, DOCX, TXT, or MD files.

About the wizard step

The onboarding wizard's Knowledge Base step shows a drag-and-drop area, Browse Files, and Or import from URL. These do not upload anything. Use the Knowledge Base page instead. Importing from a web address is not available yet, so copy the text into an entry or save it as a document first.

Add knowledge entries

  1. In the sidebar, click Knowledge Base. The Entries tab opens.
  2. Click Add Entry (or Add Your First Entry if the list is empty).
  3. Choose a Type: Business Info, Product, Service, FAQ, or Policy.
  4. Enter a Title, for example "Business Hours".
  5. Enter the Content. Write it the way you want the agent to say it.
  6. Optionally add Tags (comma-separated), such as hours, schedule.
  7. Click Add Entry. The new entry shows a yellow Pending badge.
  8. Click Sync to Memory. The number on the button shows how many entries are waiting. When the sync finishes, entries show a green Synced badge.

Remember to sync

Your agent can only use entries that are Synced. When you edit an entry, it goes back to Pending. Click Sync to Memory again after any change.

To edit or delete an entry, use the pencil or trash icon on its card. Click Resync All to send every entry again.

Upload documents

  1. Open the Ingest Documents tab.
  2. Under Documents, choose one or more files.
  3. Leave Chunk size (chars) and Chunk overlap (chars) at their defaults unless you have a reason to change them. Voicent splits each document into pieces of this size.
  4. Optionally turn on LLM context (better retrieval). Voicent then adds a short summary to each piece, which can help the agent find the right facts. This adds a small AI cost per piece.
  5. Click Ingest file(s). The Ingestion Summary shows each file, how many pieces it made, and its status.

Uploaded documents can take a few moments to become searchable.

Check what your agent knows

  1. Open the Search tab.
  2. Type a question a caller might ask, for example "what are the business hours?".
  3. Click Search. You see the facts the agent would find, ranked by relevance.

If nothing useful comes back, add or reword an entry and sync again. You can also open the Knowledge Graph tab to see how your facts connect.

Learn more

What's next

Connect outside tools for your automations: Step 4: Tools.