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Knowledge Base page with document collections The Knowledge Base lets you upload documents that your AI assistants can reference during calls. When a customer asks a question, your assistant searches the knowledge base for accurate, up-to-date answers using semantic search (RAG).

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How It Works

  1. You create Collections to organize your documents
  2. You upload documents to collections
  3. Documents are automatically processed and indexed with vector embeddings
  4. You link collections to VoiceFlows
  5. During calls, assistants search the knowledge base and speak the answers
Knowledge retrieval uses semantic search — the AI finds relevant information based on meaning, not just keywords.

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Creating a Collection

1

Navigate to Knowledge

Go to Knowledge in the Team section and click New Collection.
2

Name Your Collection

Give it a descriptive name (e.g., “Product FAQs”, “Pricing Information”).
3

Add Description

Describe what the collection contains.
4

Configure Settings

  • Enable for VoiceFlows: Allow assistants to use this collection
  • Public/Private: Control visibility
5

Save

Click Create to save.

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Collection Categories

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Adding Content to a Collection

Open a collection to see its documents and add new content. You can add content in two ways: upload files or crawl a website. Knowledge collection detail showing documents, website sources, and management actions

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Upload Documents

1

Open a Collection

Click on a collection to view its contents.
2

Click Upload Document

Click Upload Document in the collection toolbar.
3

Select Files

Choose one or more files from your computer.
4

Wait for Processing

Documents are automatically chunked, embedded, and indexed. Status changes from Pending to Processing to Completed.

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Supported File Formats

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Add a Website

Crawl any website and add its content to your knowledge base. The AI automatically scrapes pages, extracts text, and indexes it — so your assistant can answer questions based on your website content during live calls. Add Website dialog — enter URL and set maximum pages to crawl
1

Open a Collection

Click on a collection to view its contents.
2

Click Add Website

Click Add Website in the collection toolbar.
3

Enter the URL

Enter the starting URL — for example, https://docs.example.com. The crawler follows links from this page to discover related pages.
4

Set Max Pages

Choose how many pages to crawl (10 to 500, default: 100). Start with a lower number for focused content, or increase for larger sites.
5

Start Crawl

Click to begin. The crawler visits each page, extracts text content, chunks it, and creates vector embeddings — just like uploaded documents.
Website documents appear in the collection with the source URL displayed. You can re-crawl a website at any time to pick up content changes — click the Re-crawl website button next to the document.
Point the crawler at your FAQ or docs page rather than your homepage. Focused crawls produce better results than crawling an entire marketing site.
After adding content, click Test Embedding Search to verify the AI can find the right answers. Enter a question and see which document chunks the AI retrieves — this is exactly what happens during a live call.
For best results, use well-structured documents with clear headings and organized content. The AI chunks documents by sections, so clear structure means more precise retrieval.

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Processing Status

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Using Knowledge in VoiceFlows

  1. Go to VoiceFlows and edit your VoiceFlow
  2. In Knowledge Base settings, select collections to include
  3. Save the VoiceFlow
During calls, the assistant automatically searches these collections when relevant questions arise. Your assistant uses meaning-based search:
  • Context-aware — Understands the context of questions
  • Fuzzy matching — Handles synonyms and related terms
  • If a customer asks “What’s the price?”, the AI finds content about “cost”, “pricing”, “fees”, or “rates”

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Best Practices

Keep Documents Current: Regularly update your knowledge base with the latest information.
Use Clear Language: Write in conversational language that AI can easily reference.
Test Retrieval: Ask your assistant questions to verify it finds the right information.

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Next Steps

Configure Assistants

Enable knowledge retrieval on your assistant

VoiceFlows

Link knowledge to VoiceFlows

MCP Integration

Connect live external data sources