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A knowledge base lets an assistant answer from approved documents instead of guessing. Use it for FAQs, pricing, policies, eligibility rules, product details, and support scripts.

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Before You Start

Prepare clean source files:

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Step 1 - Open Knowledge Base

  1. Click Knowledge Base in the left sidebar.
  2. Click Create Knowledge Base.
Choose the knowledge base type.

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Create a Deterministic Knowledge Base

Use this for structured information such as pricing tables, policy rules, eligibility fields, product catalogs, or plan comparisons.
  1. Click Deterministic KB.
  2. Enter a clear KB Name.
  3. Upload a CSV or other structured text file.
  4. Click Edit Schema.
  5. Add the fields the assistant should retrieve, such as product_name, price, policy_code, or eligibility_status.
  6. Choose the data type for each field.
  7. Click Train Knowledge Base.
Training can take a few minutes. Wait until the knowledge base is ready before attaching it to an assistant.

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Create a Non Deterministic Knowledge Base

Use this for less structured documents such as FAQs, help articles, policy documents, SOPs, or product manuals.
  1. Click Non Deterministic KB.
  2. Enter a clear KB Name.
  3. Upload source files such as PDFs, DOCX files, TXT files, CSVs, JSON files, or clean text-readable documents.
  4. Click Train Knowledge Base.
The assistant will search the uploaded content during calls and use the most relevant information it finds.

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Attach the Knowledge Base to an Assistant

  1. Click Assistants in the left sidebar.
  2. Open the assistant that should use the documents.
  3. Click Assistant Settings and then Knowledge Base.
  4. Select the trained knowledge base.
  5. Click Save.
Run a test call and ask questions that should use the knowledge base. Confirm the assistant answers from the right source.

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Tips for Better Answers

Keep each knowledge base focused on one business topic. A focused pricing KB or FAQ KB is easier to test than one large mixed document set.
  • Use clear document titles and headings.
  • Remove old or conflicting information before upload.
  • For deterministic knowledge bases, make schema field names match your source columns.
  • Retrain after every source document update.
  • Test with real customer questions before launch.

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Developer Handoff

If engineers use the knowledge base through APIs or need to verify production setup, send them: If an integration stores knowledge base IDs, ask the developer to retrieve and store the correct ID after the knowledge base is trained.