Open Knowledge in the dashboard sidebar. Every knowledge base your organisation owns is listed there — each one a collection of content your agents can search and answer from on live calls.
Two kinds of base
- Websites. We crawl the site, clean and summarise every page, and index the result. Your own site is usually there already — it's crawled automatically when your account is approved. See Website knowledge.
- PDF documents. Upload manuals, price lists or policies as a named collection. Press Add PDFs on the row to add more later; re-uploading a file with the same name replaces it. Files can be up to 50 MB each, and scanned image-only PDFs aren't supported yet.
Each row shows the base's name, a kind badge (Website or PDFs), a Private badge for login-protected sites, a one-line detail — page or document counts, contacts found, size used — the last-crawled date, and a status badge.
Status badges and live progress
- Queued — waiting its turn.
- Crawling or Processing — in progress, with a running count ("Crawling — 42 pages so far"). The page refreshes itself every few seconds, so progress is live.
- Ready — done, with the totals ("38 pages · 5 contacts · 2.1 MB of 100 MB").
- Failed — something went wrong; the reason is on the row.
- Consent withheld — you didn't give crawl consent at signup, so we've left the site alone.
How agents answer from knowledge
At call time, a knowledge-enabled agent looks things up live: it searches your indexed pages and documents, pulls the full text of the best matches, and can fetch your company's contact details. Answers are grounded in what your content actually says, not what the model happens to guess.
Which agents get access is decided in the Builder — say which agents should answer from your website or documents, and the wiring is done for you. An agent with knowledge access can search all of your bases. Some voice agent types can't use the knowledge tool directly; for those, the Builder quietly adds a text helper agent that the voice agent consults mid-call — you'll see it on the team graph.
The emergency switch
Once your first content is ready, a single toggle sits at the top of the list: Knowledge base is live. Switch it off and every agent in your organisation immediately loses the knowledge tool — lookups fail, but calls otherwise carry on. Switch it back on and access is restored. It's organisation-wide and deliberately blunt: it doesn't change which agents have access, it just cuts the supply. Reach for it if something wrong has been crawled and you need it out of callers' ears right now.
Plan allowances
Your plan sets how many bases you can have: 1 on pay as you go, 2 on Pro, and 10 on Scale — the header shows where you stand ("1 of 2 used"). Every base holds up to 100 MB of extracted text on all plans. If you downgrade below your usage, existing bases keep working, but you can't add more until you're back under the limit. Details in Plans & limits.
Deleting a base — Delete, then Confirm delete — purges its content permanently and frees a slot straight away.
Anyone in your organisation can view this screen, but adding, re-crawling, deleting and the emergency switch are for organisation owners and admins — see Team & roles.