What Is a Knowledge Base?
A knowledge base is a collection of training resources that your AI assistant can search through during phone calls. When a caller asks a question, the assistant checks your knowledge base for relevant information and uses it to respond naturally and accurately. Think of it as your assistant’s reference library. The more useful information you add, the better your assistant can handle real conversations.Three Types of Training Resources
You can add three types of content to your knowledge base:| Type | Icon | Best for |
|---|---|---|
| Website | Globe icon | Pulling content directly from your web pages |
| Document | File icon | Uploading PDFs, Word docs, or other files |
| Text | Text icon | Manually typing or pasting business information |
How It Works
- You add training resources — websites, documents, or text content
- VozAgent processes the content — it extracts and indexes the information so it’s searchable
- You link items to your assistants — each assistant can access the knowledge items you choose
- During calls, the assistant searches — when a caller asks a question, the AI queries the knowledge base and incorporates relevant information into its response
The Knowledge Page
The Knowledge page in your dashboard is where you manage all your training resources. It shows every knowledge item in your organization in a single list. For each item, you can see:- Title — the name of the knowledge item
- Type badge — Website, PDF, or Text
- System badge — appears on items that VozAgent creates automatically (like your scraped business website)
- Status — shows “Scanning” while content is being processed, or “Error” if something went wrong
- Date added — when the item was created
- Assistant count — how many assistants are using this item (e.g., “2 assistants”)
Adding Your First Knowledge Item
To get started:- Go to Knowledge in your dashboard sidebar
- Click the Add Knowledge button
- Choose a resource type: Website, Document, or Text Content
- Fill in the details and submit
System Knowledge Items
When you set up your VozAgent account and provide your business website, the platform automatically scrapes your site and creates knowledge items. These are marked with a System badge and a lock icon. System items are special:- They are managed automatically by VozAgent
- Their content is locked and not viewable — clicking the view button shows a lock icon with a message instead of the content
- They cannot be edited, deleted, or unlinked from assistants
- They include a sync button (refresh icon) to re-scrape the website or re-sync with your business profile
- There are two types: Business KB (generated from your profile info) and Website KB (scraped from your website URL)
Linking Knowledge to Assistants
Knowledge items are only useful when they’re linked to an assistant. You can link items in two ways:- From the assistant detail page — go to the Knowledge tab on any assistant and add items
- During assistant creation — knowledge can be attached during the setup process
Tips for Building an Effective Knowledge Base
- Start with your website — your service pages and FAQ pages are usually the best first resources to add
- Be specific — detailed, factual information works better than vague marketing copy
- Keep it current — update your knowledge items when your hours, pricing, or services change
- Use multiple types — combine website content, uploaded documents, and manual text for comprehensive coverage
- Focus on what callers ask — think about the questions your customers actually ask on the phone
- Check processing status — make sure all items show as ready, not stuck in “Scanning” or “Error”