Knowledge Base
Upload documents, FAQs, and policies that your AI assistant can reference during calls - without cluttering your instructions.
What is a Knowledge Base?
A knowledge base gives your assistant access to your business information. When customers ask questions, the assistant searches your documents for accurate answers.
Example:
Customer: "What's your refund policy?"
Assistant: "We offer full refunds within 30 days with receipt.
After 30 days, we provide store credit."
Upload your FAQ document and your assistant instantly knows your policies!
Why Use It?
Instructions: Personality, tone, conversation flow, how to handle requests
Knowledge Base: FAQs, pricing, policies, service descriptions, product info
Benefits:
- ✅ Update one document vs. editing multiple assistants
- ✅ Assistant finds relevant info automatically
- ✅ More detailed, accurate answers
- ✅ Easy to keep information current
What to Include
✅ Good for Knowledge Base:
- FAQs (hours, payment methods, policies)
- Service menu with pricing
- Policies (cancellation, refund, late arrival)
- Product specifications and details
- Troubleshooting guides
❌ Keep in Instructions Instead:
- Personality and tone
- Conversation flow
- When to use tools
- How to greet customers
- Transfer logic
❌ Don't Use Knowledge Base For:
- Real-time info (today's wait times, current inventory)
- Use integrations or update frequently instead
Supported File Types
| File Type | Extension | Max Size |
|---|---|---|
| Text Files | .txt | 10 MB |
| PDF Documents | .pdf | 10 MB |
| Word Documents | .doc, .docx | 10 MB |
| Markdown | .md | 10 MB |
Best practices:
- Use descriptive filenames:
faq-general.pdf,pricing-2024.docx - Include dates in filenames for version control
- Organize by topic (one document per category)
- Review and update quarterly
Creating a Knowledge Base
- Go to Knowledge Bases in sidebar → Click "Create Knowledge Base"
- Name it clearly: "General FAQs", "Service Pricing", "Company Policies"
- Select region: US East, Central, or West (closest to your location)
- Choose your content source:
- Upload Files: Add documents from your computer
- Scrape Website: Automatically crawl and index web content
Files and scraped content process in the background. You'll see a green checkmark when ready.
Upload 1-2 essential documents first. Test, then add more as needed.
Adding Content to Your Knowledge Base
You can add information to your knowledge base in two ways: uploading files or scraping websites.
Option 1: Upload Files
Upload documents directly to your knowledge base:
- Click "Upload Files" in your knowledge base
- Select files (drag and drop or browse)
- Wait for processing - files are embedded automatically
- Green checkmark appears when ready
Supported formats:
- PDF documents
- Text files (.txt)
- Word documents (.docx)
- Markdown files (.md)
Option 2: Scrape Websites
Automatically crawl and index website content:
- Click "Add URL" in your knowledge base
- Enter the website URL (e.g.,
https://docs.example.com) - Click "Start Crawling"
- Voka AI crawls the page and up to 5 levels of linked pages
- Progress is shown in real-time
- Indexing happens automatically after crawl completes
For best results, use specific URLs rather than homepages. For example, use https://example.com/docs instead of https://example.com to avoid crawling unnecessary pages.
What can be scraped:
- Documentation sites
- FAQ pages
- Product catalogs
- Blog articles
- Public web content
What cannot be scraped:
- Pages behind authentication/login
- Password-protected content
- JavaScript-heavy sites (limited support)
How Web Scraping Works
Crawl depth: Voka AI starts at your provided URL and follows links up to 5 levels deep
Crawl time:
- Small sites (< 50 pages): 2-5 minutes
- Medium sites (50-200 pages): 5-15 minutes
- Large sites (200+ pages): 15-30 minutes
Best practices:
- Use the most specific documentation URL possible
- Verify the website allows crawling (check robots.txt)
- Test with a smaller site first
- Monitor crawl progress - you can close the modal and check back later
Managing Files and URLs
View content: Knowledge Bases → Click a KB → See list of files and scraped URLs with details
Add more files: Upload Files button (can add anytime, even while assistant is live)
Add more URLs: Add URL button → Enter URL → Start crawling
Download files: Click download icon to review locally
Delete files/URLs: Click trash icon → Confirm (permanent, cannot recover)
Clear all content: Clear All Files button → Removes all files and URLs but keeps KB
Delete knowledge base: Delete Knowledge Base button → Removes KB and all content
Deleting is permanent. Download files first if you might need them later!
Attaching to Assistants
- Go to AI Assistants → Select assistant → Knowledge Bases tab
- Toggle ON the knowledge bases to use (green = attached)
- Save changes
You can attach multiple knowledge bases to one assistant.
Optional - Update Instructions:
You have access to our knowledge base with FAQs, pricing, and policies.
Search the knowledge base for accurate information when answering questions.
Test it:
- Call and ask: "What are your hours?" or "What's your cancellation policy?"
- Verify correct answers from your documents
Using Multiple Knowledge Bases
Organize by topic for easier management:
- KB 1: "General FAQs"
- KB 2: "Service Pricing"
- KB 3: "Company Policies"
Multi-location example:
- Shared KBs: Company policies, service descriptions (all assistants)
- Location-specific KBs: Hours, address, local pricing (specific assistants)
Different service lines:
- General assistant: FAQs, company info
- Support assistant: Technical docs, troubleshooting
- Sales assistant: Pricing, promotions
Best Practices
Content Organization:
- ✅ Focused, topic-specific KBs with clear names
- ✅ Include dates in filenames for version control
- ✅ Remove outdated information promptly
- ❌ Don't dump everything in one document
- ❌ Don't include conflicting information
Writing for Knowledge Bases:
✅ Good: "We're open Monday-Friday 9 AM to 5 PM. Closed weekends."
❌ Vague: "We're usually open during the week."
✅ Good: "Full refunds within 30 days with receipt. Store credit after."
❌ Vague: "We have a flexible refund policy."
Use Q&A format:
Q: What payment methods do you accept?
A: Visa, Mastercard, Amex, Discover, cash, and checks under $500.
Update Schedule:
- Monthly: Review for outdated info, add new FAQs from calls
- Immediately: Price changes, new services, policy updates, hours changes
- After updates: Test with calls to verify correct answers
Example Knowledge Bases by Industry
Healthcare/Dental:
- Patient FAQs (insurance, new patient info, emergency services)
- Services & Pricing (exams, cleanings, procedures)
- Office Policies (cancellation, payment, late arrival)
Home Services:
- Service Areas & Pricing (service fees, emergency rates, coverage areas)
- Common Issues & Costs (typical repair pricing)
- Guarantees & Licensing (warranty info, credentials)
Beauty & Wellness:
- Service Menu (haircuts, color, spa services with duration & pricing)
- Policies (cancellation, gratuity, discounts, gift certificates)
Professional Services:
- Practice Areas (service offerings)
- Fee Structure (consultation rates, hourly rates, payment plans)
- Client Information (what to bring, how process works)
Troubleshooting
Assistant not using KB:
- Check if KB is attached (Knowledge Bases tab → toggle ON)
- Verify information is actually in the file (download and check)
- Test with specific questions only KB can answer
- Check file format (convert to PDF if needed, ensure text is selectable)
- If using scraped content, verify crawl completed successfully
Wrong information:
- Outdated files: Delete old versions, upload current info
- Conflicting info: Keep one source of truth per topic
- Misinterpretation: Use Q&A format, simplify language
- Stale website content: Re-crawl the URL to get latest content
Upload fails:
- Check file size (10 MB max), compress or split if needed
- Check file type (.txt, .pdf, .doc, .docx, .md only)
- Avoid special characters in filename
- Ensure stable internet connection
Website crawl failing:
- Ensure URL is publicly accessible (not behind login)
- Check if site blocks bots (robots.txt)
- Try a more specific URL (e.g., /docs instead of homepage)
- Verify site doesn't require authentication
- Wait a few minutes and try again if server is busy
Limits & Storage
| Limit | Amount |
|---|---|
| Knowledge bases per account | 100 max |
| Files per knowledge base | 1,000 max |
| URLs per knowledge base | 50 max |
| File size | 10 MB max per file |
| Crawl depth | 5 levels |
| Crawl timeout | 30 minutes |
| Total storage per account | Plan-dependent |
| File types | .txt, .pdf, .doc, .docx, .md |
Storage by plan: Starter (100 MB) • Professional (500 MB) • Business (2 GB) • Enterprise (Custom)
Need higher limits? Contact sales for custom Enterprise plans.
Quick Tips
- Start with 1-2 key documents, test, then add more
- Use multiple focused KBs instead of one huge one
- Update monthly and immediately when business changes
- Test after uploads to verify correct answers
- Review call transcripts to identify gaps
- Scrape your documentation site to keep KB current with web content
- Use specific URLs when scraping (not homepages) for better results
Next Steps
- Create your first knowledge base with FAQ or policies
- Attach to your assistant
- Test thoroughly
- Monitor and improve based on call patterns
Related Guides
- Writing Instructions - Instructions vs. knowledge base
- Tools & Actions - Combine with tools
- Testing - Test KB integration
- Best Practices - Optimization tips