What is the Knowledge Base?
The Knowledge Base is where you store information that your AI agent uses during phone calls. When a caller asks about your pricing, business hours, policies, or services, your agent pulls the answers directly from your Knowledge Base.
Without a Knowledge Base, your agent can only follow its general instructions. With one, it can answer specific questions about your business using the actual documents and content you provide.
There are three ways to add knowledge: upload files, write pages directly in the editor, or import from a website.
Uploading Files
Click Add Knowledge in the top right, then select Upload files. You can drag and drop files into the upload area or click to browse.
Supported file formats:
PDF documents
Word documents (.doc, .docx)
Excel spreadsheets (.xls, .xlsx)
PowerPoint presentations (.ppt, .pptx)
Images (.jpg, .png, .gif, .webp)
Audio files (.mp3, .wav, .ogg)
HTML and Text files
ZIP archives
You can upload multiple files at once. Before uploading, you can add tags to categorize your files. Tags help you organize your knowledge and control which agents can access which documents (more on that below).
After uploading, each file is automatically processed so your agent can understand and search through it during calls. A spinning indicator shows while processing is in progress.
Writing Pages
Click Add Knowledge, then select Write a page. You can start from scratch or pick a template:
Blank Page — start from scratch
Business Menu — for restaurants or service menus
Price List — for products or service pricing
Business Hours — for your operating schedule
FAQ — for frequently asked questions
Policies — for cancellation, refunds, and terms
The editor lets you write and format your content freely. You can also add a description and tags to help organize your pages.
Pages support auto-save (off by default). Turn it on in the toolbar to save changes automatically. Drafts are also saved in your browser, so you won't lose work if you navigate away before saving.
Importing from a Website
Click Add Knowledge, then select Import from URL. Paste the link to any public webpage and SkipCalls will pull in the main content and create a knowledge page from it.
A few things to know:
The page title and description are pulled automatically from the website.
Only the main content is imported — menus, footers, and navigation are excluded.
The imported content does not update automatically. To refresh it, import the same URL again — it will update the existing page instead of creating a duplicate.
Tags and Organization
Both files and pages can be tagged. Tags help you in two ways:
Stay organized — group your knowledge by topic (e.g., "pricing", "policies", "menu")
Control agent access — choose which knowledge each agent can see (explained below)
The system suggests tags you've already used, as well as common ones like "price-list" and "product-catalog." You can also type your own.
Choosing What Each Agent Can Access
Your Knowledge Base is shared across your account, but each agent has its own access settings. Go to your Agent settings and find the Knowledge Base section. You'll see three options:
All Documents — the agent can use everything in your Knowledge Base
By Tags — the agent can only use items with specific tags you choose. This is great when you have multiple agents for different purposes (e.g., a sales agent that only sees pricing, or a support agent that only sees policies).
No Access — the agent cannot use the Knowledge Base at all (this is the default for new agents)
How Your Agent Uses Knowledge During Calls
When a caller asks a question like "How much does a haircut cost?", your agent searches through your Knowledge Base to find the most relevant answer. It doesn't just look for exact words — it understands the meaning of the question and finds the best match, even if the wording is different.
Your agent only searches the knowledge you've given it access to. If you set it to "By Tags," it will only look through items with matching tags.
File Processing
After you upload a file, it goes through a few steps before it's ready:
Processing — the file is being read and prepared. A spinning indicator appears next to the file name.
Ready — the file is processed and your agent can use it during calls.
Failed — something went wrong. You'll see an error message explaining what happened. Try uploading the file again.
PDF files and images can be previewed directly in the dashboard after processing.
Managing Your Knowledge
The sidebar lists all your knowledge items in one view. You can:
Search by name using the search bar
Sort by name, date, or type
Delete any item (this is permanent)
Download uploaded files
Your plan determines how many knowledge items you can have. The current usage is shown next to the Add Knowledge button.