In this article, you’ll learn how the Knowledge Base feature allows you to equip your VoiceAgent with accurate, business-specific information to confidently answer customer questions.
User Level:
Admin
Knowledge Base for VoiceAgents
The Knowledge Base feature lets you give your VoiceAgent the right information to answer specific customer questions with accuracy and confidence. It's especially useful for handling details that are unique to your business and aren't covered in general documentation or public pages.
Let’s say you run a logistics company. Your VoiceAgent might already handle basic queries like tracking packages. But if someone asks about the specific customs documentation needed for importing to Switzerland, it won’t know unless you’ve uploaded that information. Or maybe you operate a pet clinic chain, and you want the VoiceAgent to list your weekend vaccination packages. That, too, needs to be uploaded in a document.
📖 The Knowledge Base serves as the primary source of information for your VoiceAgent.
How to Upload a Document
Documents can be uploaded to the VoiceAgent Knowledge Base in two different places within the CloudTalk Dashboard.
Uploading document during VoiceAgent creation
You can add documents while creating a new VoiceAgent or when editing an existing one.
Navigate to VoiceAgents → Agents in Cloudtalk Dashboard.
Create a new VoiceAgent or open an existing one for editing.
In the Knowledge step of the VoiceAgent Wizard, click + Add files.
Upload a new document or select an existing the knowledge base to be associated with respective VoiceAgent.
The uploaded documents will be available for that VoiceAgent to use when answering questions during calls.
Uploading document through Knowledge Base section
Navigate to the VoiceAgents > Knowledge Base section in your CloudTalk Dashboard.
2. Click Create a Document (or use the ➕ button) to upload a new file.
3. After you upload the document, add a Description so it's easier to understand what the document contains (e.g. "Return policy by product category" or "Onboarding steps for new clients").
Best Practices for Uploading Documents
To get the most out of your VoiceAgent’s Knowledge Base, keep the following in mind:
Use clear, descriptive filenames. A simple name like
returns_policy_ecommerce.pdfhelps your VoiceAgent understand and retrieve the file faster, and makes it easier for your team to manage documents. Avoid cryptic or overly complex filenames likefinal_doc_12233_k9v2025-update_v4_NEW.pdf.Keep content focused and relevant. Upload only the information your VoiceAgent needs to answer questions accurately. Skip lengthy manuals or documents packed with unrelated details. The more concise and specific the file, the better your VoiceAgent will perform.
FAQs
The VoiceAgent gave the caller completely wrong information.
This usually happens when the knowledge base is outdated, unclear, or the AI is allowed to infer beyond the provided content. Keep the knowledge base accurate and instruct the VoiceAgent to answer only from approved information.
The VoiceAgent is making up answers that are not in our FAQ
Add a clear instruction into Goal section telling the AI to only answer from the knowledge base and never guess. Use Answer Questions skill to define, what should happen when information is not part of knowledge base.
The AI keeps saying “I don’t know” to every question
This often means the knowledge base is empty, too short, or does not contain the information callers are asking about. Review the uploaded documents and make sure they cover common inquiries.
The caller asked something not in our FAQ
Configure the fallback behavior in Answer Questions. You can choose whether the VoiceAgent should admit it does not know, guide the conversation elsewhere, or transfer the caller to a human.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!