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What Are Knowledge Bases?

A knowledge base is a set of text entries (FAQs, product details, prices, policies) that you write once and attach to any number of campaigns. Edits apply from the next call.

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How Knowledge Bases Work

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1. Create entries

Add entries in the dashboard under Knowledge Base, or with POST /v1/knowledge-bases. Each has a name (up to 100 characters, unique in your account, 409 otherwise), content of 50 to 10,000 characters, and a description_category (default company_information). The custom category also needs a custom_description.
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2. Attach them to a campaign

Pick entries in the campaign editor, or send their ids as config.knowledge_base_ids on POST or PATCH /v1/campaigns. [] detaches them all.
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3. The agent reads them on every call

The full content of every attached entry goes into the agent’s instructions at the start of each call. Nothing is searched or skipped, and names and categories aren’t sent, so put the topic in the content itself. In a crew, a member only gets entries through its own use_knowledge_base or knowledge_base_ids.
Entries go through the same safety review as the rest of the prompt. Content that reads as fraud gets the campaign refused with PROMPT_SAFETY_FRAUD.

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Using Knowledge Bases via the API

A direct call can borrow a campaign’s knowledge base. Add the campaign_id next to phone_number and the agent gets that campaign’s attached entries. No other campaign fields are needed, and an id that isn’t one of your campaigns returns 404:

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Example: Support Entry

Attach the returned id to your support campaign. The list, get, update and delete endpoints are under Knowledge Bases in the API reference.

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Best Practices

  • Give each topic its own entry, with no overlap between entries.
  • Name the topic inside the content. The agent never sees entry names.
  • Be specific: “Delivery takes 2 to 4 working days” beats “fast delivery”.
  • Attach only what the campaign needs. Every attached entry is in every call, and a long knowledge base slows replies and blurs answers.
  • When facts change, update the entry and place a test call to hear the agent use it.

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Next Steps

Making Calls

Learn how calls pick up campaign knowledge.

API Reference

See the complete API documentation.