What is the Knowledge Base?
The Knowledge Base is where you keep longer documents and pages your AI receptionist looks things up in during calls — menus, price lists, catalogs, manuals, policies, uploaded files, and pages from your website. Anything too long to fit in a sentence or two.
Knowledge Base or Business Profile?
SkipCalls gives you two places to teach your receptionist about your business:
Business Profile — short questions and answers your receptionist always has in mind, so it answers instantly. Use it for hours, address, phone number, main services, and basic prices.
Knowledge Base (this page) — detailed content your receptionist searches when a caller asks something specific. Use it for full menus, product catalogs, policy documents, FAQs, and manuals. Searching takes a moment during the call, but it lets your receptionist handle questions it couldn't memorize.
Rule of thumb: a one- or two-sentence answer → Business Profile. A document, a long list, or something your receptionist needs to read → Knowledge Base. Most businesses use both. Not sure? Click Business Profile or Knowledge Base? at the top of the page.
To open it, click Knowledge Base in the left menu of the web dashboard. There are three ways to add knowledge: write a page, upload files, or import from a website. All three are in the Add Knowledge menu in the top-right corner.
Writing a page
Click Add Knowledge, then Write a page. Start with a Blank Page or pick a template:
Business Menu — for restaurant or service menus
Price List — for product or service prices
Business Hours — for your schedule and holidays
FAQ — for common questions and answers
Policies — for cancellations, refunds, and terms
Give the page a title, write your content, and click Create (or Save when editing). Click Add description & tags to add a short description and tags.
Pages can also save automatically. Auto-save is off by default — turn it on with the auto-save button in the editor toolbar. Unsaved new pages are kept as drafts in your browser, so you won't lose work if you leave the page.
Uploading files
Click Add Knowledge, then Upload files. Drag files into the upload area or click to choose them. You can upload several at once.
Supported files:
PDF documents
Word documents
Excel spreadsheets
PowerPoint presentations
Images
Audio files
Text and Markdown files
Before uploading, you can pick tags to apply to the files. Tags help you stay organized and control which receptionists can use which files (see below).
In the mobile app, go to Settings → Knowledge Base to upload files (PDF, documents, photos) and turn Use during calls on or off.
Importing from a website
Click Add Knowledge, then Import from URL. Paste the link to any public webpage and click Import. SkipCalls pulls in the main content of the page — not the menus or footer — and saves it as a knowledge page.
Imported pages can stay up to date:
Open the imported page and click Refresh now to pull the latest version from the website. Refreshing replaces the page with what's on the site now, so save or discard your own edits first.
Turn on Auto and choose how often to refresh: every 3, 7, 14, or 21 days. Auto refresh is off until you turn it on.
Importing the same link again updates the existing page instead of creating a copy.
Tags and organization
Pages and files can both be tagged. Tags help you:
Stay organized — group knowledge by topic, such as "pricing," "policies," or "menu."
Control access — choose which knowledge each receptionist can use.
SkipCalls suggests tags you've already used, plus common ones like "price-list" and "product-catalog." You can also type your own.
Choosing what each receptionist can use
Your Knowledge Base is shared across your account, and each receptionist has its own access setting:
Open the receptionist and go to its Tools section.
Under Knowledge Base, turn on Access Knowledge Base.
Under What can your agent see?, choose:
Everything — all your documents and pages.
Selected topics — only items with the tags you choose. Great when you have different receptionists for different jobs, like one for sales and one for support.
Nothing — the receptionist doesn't use the Knowledge Base.
Check this setting for each receptionist — if it's set to Nothing, your documents won't be used on its calls.
How your receptionist uses knowledge on calls
When a caller asks something like "How much is a haircut?", your receptionist searches your Knowledge Base for the best answer. It understands the meaning of the question, so it finds the right information even if the caller uses different words than your document.
It only searches the knowledge it's allowed to use. With Selected topics, it only looks at items with matching tags. Your Knowledge Base is also used when your receptionist replies to text messages.
File processing
After you upload a file, it needs a moment before it's ready:
Processing — the file is being read. A spinning icon shows next to its name.
Ready — your receptionist can use it on calls.
Failed — something went wrong. You'll see a short explanation. Try uploading the file again.
PDFs and images can be previewed in the dashboard once they're ready.
Managing your knowledge
The list on the left shows all your pages and files. You can:
Search by name
Sort by name, date, or type
Edit tags and details
Download uploaded files
Delete any item (this can't be undone)
The Knowledge Base is part of paid plans, and your plan sets how many items you can have. Your current usage is shown next to the Add Knowledge button.