Knowledge Bases

Knowledge bases give your AI agent the information it needs to answer caller questions accurately. Instead of generic responses, your agent can provide specific details about your products, services, pricing, and policies—all based on documents you upload.

Think of a knowledge base as your agent's memory. You fill it with the same information you'd give a new employee, and your AI agent uses it to help callers just like a well-trained team member would.

What You Can Add#

dialnote supports three types of content for your knowledge bases:

Web URLs – Point your agent to existing web pages. Great for product pages, FAQs, or help articles you've already published. You can add up to 500 URLs per knowledge base. When auto-refresh is enabled, dialnote re-indexes these pages every 12 hours to keep information current.

Documents – Upload files directly from your computer. Supported formats include:

• PDF documents
• Word files (.docx, .doc)
• Plain text and Markdown (.txt, .md)
• Spreadsheets (.csv, .xls, .xlsx)

Each file can be up to 50MB. You can add up to 25 documents per knowledge base.

Text Snippets – Add custom content directly in dialnote. Perfect for quick answers, talking points, or information that doesn't exist elsewhere. You can add up to 50 text snippets per knowledge base.

Creating a Knowledge Base#

Head to Settings → AI Agents and select the Knowledge Bases tab. Click "Create Knowledge Base" to get started.

Give your knowledge base a descriptive name like "Product Pricing" or "Support FAQs" (up to 40 characters). This helps you keep things organized when you have multiple knowledge bases.

Next, add your sources. You can:

1. Scan a website – Enter your homepage URL and click "Scan." dialnote crawls your sitemap and finds all the pages on your site so you can pick which ones to include. The scanner stays on the same domain, so it won't pull in links to other websites.

2. Add individual URLs – Paste specific page URLs if you only want certain content.

3. Upload documents – Drag files into the upload area or click to browse your computer.

4. Create text snippets – Click "Add Text Snippet" and type a title plus the content. Titles help you identify snippets later.

The Auto-refresh URLs toggle controls whether dialnote automatically re-indexes your web URLs. Leave this on if your web content changes regularly.

Linking to Your Agent#

Knowledge bases aren't automatically connected to agents—you choose which ones each agent can access. This lets you create specialized knowledge bases for different purposes.

When creating or editing an AI agent, go to Step 4 (Capabilities) and select the knowledge bases you want to link. An agent can use multiple knowledge bases at once.

Only knowledge bases with a "Ready" status can be linked. If yours is still processing, wait for it to finish.

Managing Your Content#

Open any knowledge base to see all its sources in a unified table. You can:

• Search across all sources by keyword
• Filter by type (URLs, documents, or text)
• Preview text snippets directly in dialnote
• Open URLs in a new browser tab
• Delete sources you no longer need

To add more content, use the action buttons above the table. New sources go through processing before they're available.

Best Practices#

Keep content focused. A knowledge base about your return policy shouldn't also contain HR guidelines. Smaller, focused knowledge bases help your agent find relevant information faster.

Use clear language. Write like you're explaining to a new team member. Avoid jargon unless your callers use it too.

Update regularly. If your pricing changes, your hours shift, or you launch new products—update your knowledge bases. Outdated information frustrates callers.

Test your agent. After adding content, use the Test Agent feature to ask questions a real caller would ask. This helps you spot gaps before they affect customers.