Knowledge bases and cited answers

What is a knowledge base?

A knowledge base (KB) is a collection of content - pasted text, website URLs, or uploaded files - that your agent can draw on during a conversation. The content is split into chunks and indexed; on every turn, the most relevant chunks for what the customer just said are retrieved and given to the agent. This works on voice calls and web chat.

How do I add one to my agent?

1. Create a knowledge base in the dashboard and add sources: paste text, add page URLs, or upload files.
2. Attach the knowledge base to your agent in its settings.
3. Publish the agent. From then on, answers are grounded in your content.

Can the agent cite sources with links, like a docs bot?

Yes. Every retrieved chunk carries its source's title and URL. Whether the agent SHOWS them is up to your prompt: add a line like "After answering, list the source URLs you used under 'Sources:'" and your chat agent answers like a documentation bot, with links. Leave that line out and the same knowledge base powers plain answers with no links - some businesses prefer the agent to just give the information directly.