- Go to Knowledge and click Create Knowledge Base.
- Add source: upload a brochure, price sheet or handbook, or paste text.
- Click Auto-extract Q&A to turn it into question–answer pairs, then review and edit them. You can also Add Q&A pair by hand.
- Attach the knowledge base to an agent in the agent editor's Knowledge group, under Attached knowledge bases.
How many knowledge bases
- Launch 2, Grow 5 and Pro 15 knowledge bases per workspace. The Knowledge bases on your plan meter on the Knowledge page shows how many you use.
- On Grow and Pro one agent can use several knowledge bases at once. The first one is Main; the agent answers from all of them, approved answers first. On Launch an agent uses one.
File sizes
- PDF, Word, PowerPoint, text and web pages: up to 200 MB.
- Recordings, videos and zip files: up to 500 MB, with up to 2 hours of speech in one recording.
- Images and Excel: up to 10 MB.
Large files go up in pieces and are read in the background: the page shows Uploading…, then Processing…, then the text. Keep the page open until the text appears. One knowledge base holds 400k characters of text; when a file has more, the start is kept and the page says how much.
Good to know
- Only the first 8,000 characters reach the agent on a call; the bar under each knowledge base shows how much is used. Approved Q&A pairs are included first.
- Strict mode makes the agent quote your approved answers instead of improvising facts, and say it will check with the team when something isn't covered.