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The Knowledge library holds the approved documents your agents can search during a call. You upload each document once for the whole workspace. Then you choose which inbound agents and campaigns may use it.
Limits: PDF, DOCX, or TXT files up to 3 MB each. A workspace holds up to 15 library documents. Each campaign can also have up to 2 private documents.

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Upload a document

1

Open Knowledge

In the agents workspace sidebar, under Library, click Knowledge.
2

Add the file

Click Add document, then Choose a file or drop it here. Pick one PDF, DOCX, or TXT file.
3

Wait for indexing

The document appears in the Reference library with the status Preparing. When it is ready, the status changes to Smart search ready or Keyword search ready.
The Knowledge page Reference library table with three fake documents, their status badges, and the 3 of 15 documents counter.
A new document stays private until you grant it to an agent or select it in a campaign.

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Document status

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Help the agent pick the right document

Click Manage access on a document to edit its details. Clear details help the agent choose the right source. Click Save document details.

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Grant a document to an inbound agent

You can grant access from either place:
  • From the library: click Manage access on the document. Under Inbound agent access, turn on the switch for each agent, then click Done.
  • From the agent: open the agent, go to Knowledge, and turn on the switch next to each document. The status changes from Not allowed to Allowed.
Access changes apply to the agent’s next search. You do not need to click Save changes.
The agent's Knowledge section showing the Knowledge access card with two documents Allowed and one Not allowed.
Each agent that uses knowledge needs one of its 25 voice action slots for knowledge search. See Voice actions.

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Add knowledge to a campaign

Outbound campaigns choose their own documents. Open the campaign, then go to Knowledge & actions.
  • To use a library document, pick it in Choose workspace knowledge… and click Add knowledge.
  • To add a file only this campaign can use, click Upload campaign document. Each campaign can hold 2 private documents.
Private campaign documents never appear in other campaigns or agents.

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Delete a document

Open the ⋯ menu on the document and click Delete…, or click Delete document in Manage access. Every agent and campaign loses access to it.

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FAQ

Upload approved, current material: policies, service guides, price lists, opening hours, and processes. Short, well-structured documents work best.
The document is still preparing or needs attention. Wait for a ready status, or fix and re-upload the file.
No. The agent treats document content as reference material only. It cannot change the agent’s instructions.
Combine related short files into one document, up to 3 MB. Delete documents you no longer use.

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