Business Knowledge Base — Maintain Once, Plug Into Any Agent

Written By Anand Raj

Last updated 12 days ago

The Business Knowledge Base is where you maintain your shared, business-wide knowledge in one place — and then plug it into any agent that needs it. Instead of re-entering the same answers, policies and reference material on every agent, you create knowledge packs here once and connect them wherever they're required.

This is the recommended way to manage knowledge if you operate multiple locations or run multiple agents. Update a pack here, and every connected agent gets the latest version automatically.

Business Knowledge Base vs Agent Knowledge. The Business Knowledge Base holds shared knowledge packs that can be reused across agents. Agent Knowledge is where you connect those packs to a specific agent (and optionally add agent-only content). Maintain shared content here; connect it from the agent

Where to find it

In the Business Portal, open Knowledge Base module from the left side menu. You'll see a grid of all the knowledge packs that exist for your Business.

Each card shows the pack name, the number of Q&A entries, Documents and Web sources it contains, and when it was last updated.

Create a knowledge pack

Click + Create Knowledge Base in the top-right and give the pack a clear, descriptive name — for example Privacy Policy, Terms & Conditions, Pre Visit Instructions, Compliance, or Website. Pack names should reflect the topic so it's obvious which agents should consume which packs.

A few naming patterns that work well:

  • Policy packs — Privacy Policy, Refund Policy, Cancellation Policy.

  • Process packs — Pre Visit Instructions, Booking Process, Intake Workflow.

  • Reference packs — Website, Service Menu, Pricing Sheet.

What's inside a pack

Open any pack to manage its contents. Each pack uses the same three formats as Agent Knowledge — Q&A, Web and Documents.

  • Q&A — short question/answer pairs. This is the most reliable format and should be your primary source of truth. Each row shows where it came from: Default (seeded), Custom (added by your team) or AI Recommendations (accepted from the AI Recommendation Center). Use Import / Export for bulk edits in a spreadsheet.

  • Web — add public URLs and the system scrapes them into Q&A pairs, grouped under each page. Use Scrap Website to crawl multiple pages or Scrap URL for a single page.

  • Documents — upload PDFs and reference files. The system splits them into searchable chunks. Use sparingly — Q&A is far more reliable.

Use the Test button (top-right of any tab) to open Retrieval Testing and verify the pack returns the answer you expect before connecting it to live agents.

Plug a pack into an agent

Once a pack is built and tested, connect it to as many agents as you need:

  1. Open the agent → Configure → Knowledge.

  2. Go to the Business Knowledge tab.

  3. Select the packs you want this agent to use and connect them.

From that moment on, the agent retrieves from those packs. When you later update a pack here in the Business Knowledge Base, every connected agent sees the change immediately — no need to re-enter content per agent. See Agent Knowledge for the connect step in detail.

When to use Business Knowledge Base vs Agent-only knowledge

  • Use Business Knowledge Base for anything that is true across your whole Business — policies, compliance, terms, generic service information, website content, brand voice notes.

  • Use Agent-only knowledge (added directly on the agent) for content that is specific to that one agent or that one location — for example, a location's parking instructions, a location-specific promo, or an agent that handles a niche service line.

This split keeps shared content in one place and avoids the most common cause of bad answers: the same fact maintained in two places that drift apart.

Rules for clean, reusable packs

  • One topic per pack. Don't dump everything into a single pack — split by topic so agents can pull in only what they need.

  • Q&A first. It is by far the most reliable format and the easiest to maintain.

  • Avoid duplication. Never repeat the same answer across multiple packs — the agent can pick the wrong version.

  • Don't put hours here. Business hours come from Locations; staff hours come from your integration. Putting them in a knowledge pack creates a second source of truth.

  • Test after every change. A 30-second retrieval test prevents a wrong answer on a real call.

Frequently Asked Questions