Knowledge Base

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What is a Knowledge Base?

A Knowledge Base is a collection of documents and content that your AI agents can reference during calls. Instead of relying only on their system prompt, agents search your knowledge base in real-time to give accurate, specific answers about your business.

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How retrieval works

When a caller asks a question, the agent searches your knowledge base for the most relevant passages and answers from those, not from guesswork.

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Adding Content

Navigate to Agent Studio and select your agent. In the Knowledge Base section, you have four ways to add content:

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Upload Files

Drag and drop files or click to browse. SmartAlex processes them automatically. Limits: Up to 10 files at a time, 20MB max per file.

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Scrape Website (single page)

Enter a single URL and SmartAlex will extract the content from that page:

1. Click Scrape Website
2. Enter the full URL (e.g., https://example.com/about)
3. SmartAlex fetches and processes the page content
4. A new document appears in your knowledge base

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Sitemap Scrape (multiple pages)

Extract content from multiple pages at once using your sitemap:

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Write Manually

Create a document from scratch:

1. Click Write Document
2. Enter a title (e.g., “Return Policy”, “Office Hours”)
3. Write or paste your content
4. Click Create

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Document Processing

After adding content, documents go through automatic processing: Text files (.txt, .md, .csv) are ready immediately. PDFs and Word documents require processing time.

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Connecting Documents to Agents

Each document can be connected to one or more agents:

1. Open your agent in Agent Studio
2. Go to the Knowledge Base section
3. Toggle the checkbox next to each document you want the agent to use
4. Connected documents show a checkmark

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How Agents Use Knowledge

During a call, when a caller asks a question:

1. The agent identifies the question topic
2. It searches connected knowledge base documents
3. The most relevant content chunks are retrieved
4. The agent uses this context to give an accurate answer

This happens in real-time, callers won’t notice any delay.

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Managing Documents

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Best Practices

• Keep documents focused, one topic per document works better than one large document
• Update regularly, delete and re-upload documents when your business information changes
• Start with your FAQ, the questions your receptionist answers most often are the best starting point
• Test after adding, call your agent and ask questions to verify it finds the right answers
• Use descriptive titles, helps you organise and find documents later