Knowledge
Knowledge is what turns a generic assistant into your assistant. Upload your business facts and the agent answers from them — accurately, and only from what you provide, so it never makes things up.
Where: open an agent → Knowledge (or Dashboard → Knowledge to manage everything in one place).
What you can add
| Source | Use it for |
|---|---|
| Brochures, price lists, policy docs, menus, FAQs you already have. | |
| Web page (URL) | Pull text straight from a page on your site (services, about, pricing). |
| Pasted text | Anything you can type or copy — the fastest way to start. |
Add as many documents as you need. Together they form the agent’s knowledge base.
Open the Knowledge tab
On the agent, go to Knowledge → Add / Upload.
Choose a source
Upload a PDF, paste a URL, or paste text. Give it a clear name (e.g. Services & pricing).
Save — it’s processed automatically
Televox extracts the text, splits it into chunks, and indexes it. Within moments the agent can answer from it. Test by asking a question only that document could answer.
How the agent uses it
You don’t have to think about this, but it helps to know:
- Small knowledge bases are loaded whole into the agent. If your facts fit comfortably in context (most single-location businesses do), the agent always has 100% of them on every turn — no retrieval step, no “I couldn’t find that,” no per-turn latency. This is the common case and it’s the most reliable.
- Large knowledge bases use retrieval. When there’s too much to inline, Televox finds the most relevant chunks for each question and gives them to the agent. Still grounded in your docs, just searched on demand.
Because the agent answers only from your knowledge + instructions, the cure for “it didn’t know X” is almost always “add X to Knowledge,” not a longer prompt.
Writing good knowledge
- Write it the way you’d answer a customer — plain sentences, not internal jargon or table dumps.
- Cover the real questions: services, hours, location/parking, pricing or “how pricing works,” insurance/payment, policies (cancellations, deposits), and what to do for things you can’t answer.
- Keep it current. Update the document when prices or hours change — the agent is only as right as your docs.
- One topic per document is easier to maintain than one giant file, but either works.
Managing documents
- Edit / replace — update a document’s text or re-upload; the index refreshes.
- Delete — removes it immediately; the agent stops using it on the next call.
- Knowledge is per agent, so your Sales and Support agents can know different things.
If the agent gives a wrong or outdated answer, check the relevant document first — almost every “bad answer” is a stale or missing fact, not a model problem.