How to Create a Knowledge Base
The Knowledge Base is a powerful feature that allows you to upload documents and business information that your AI agent can use to answer questions accurately during calls. Instead of cramming every detail into the agent's instructions, you can provide comprehensive documents that the AI will reference as needed.
Note: Knowledge Base is a premium feature and requires a paid subscription. It is not available on the free plan.
Why use the Knowledge Base?
Accuracy: Your agent provides precise, business-specific answers based on your actual data.
Clean Instructions: Keep your agent's primary instructions focused on behavior and personality rather than data.
Easy Updates: Update a single document to change information across multiple agents.
Shared Knowledge: Create one knowledge base and share it among different agents.
How to Access
You can find the Knowledge Base by clicking on Knowledge in the main navigation menu.
Two Ways to Add Knowledge
1. Create a Page (Text Content)
Creating a page is ideal for information you want to type directly into SkipCalls or when you want to use one of our pre-built templates.
Click the Add button and select Write a page.
Enter a clear title for your page.
Write your content in the editor. You can use formatting to organize the information.
Use Templates: Click on a template like "Business Menu" or "FAQ" to start with a pre-formatted structure.
Click Save when you are finished.
2. Upload Files
If you already have your business information in documents, you can upload them directly.
Click the Add button and select Upload a file.
Select your file. We support PDF, Word (.docx), Text files, and more.
Wait for the processing to complete. Our AI indexes the content to make it searchable for your agents.
Once the status shows as Ready for AI, your agent can start using the information.
Available Page Templates
To help you get started quickly, we provide several templates:
Business Menu: Perfect for restaurants or service-based businesses to list their offerings.
Price List: Organize your products and services with their corresponding prices.
Business Hours: Clearly define when your business is open and any holiday schedules.
FAQ: Document frequently asked questions and their official answers.
Policies: Detail your cancellation, refund, or privacy policies.
Connecting Knowledge to Your Agent
Once you've added information to your Knowledge Base, you need to tell your agent to use it.
Go to the Agents menu and select the agent you want to configure.
Click on the Knowledge tab.
Toggle Access Knowledge Base to ON.
Choose your Access Level:
All Documents: The agent can access every document in your Knowledge Base.
By Tags: The agent can only access documents that have specific tags.
Using Tags for Organization
Tags help you organize your knowledge and control which agents see which information.
Organize: Apply tags like "pricing", "menu", or "internal" to your documents.
Filter Access: If you have a Sales Agent and a Support Agent, you can tag documents with "sales" or "support" and limit each agent's access to only the relevant tags.
Best Practices
Keep it Current: Regularly review and update your knowledge base to ensure the AI doesn't give outdated information.
Clear Titles: Use descriptive titles like "2024 Pricing Guide" rather than "Document 1".
Be Concise: While the AI can read long documents, breaking information into logical sections or separate pages often yields better results.
Use Tags: Even if you only have one agent now, using tags will make it much easier to scale as you add more agents.
Summary
The Knowledge Base is ideal for storing:
Detailed pricing and service tiers
Operating hours and holiday schedules
Menus and product catalogs
Commonly asked customer questions
Company policies and procedures