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What Are Knowledge Bases?

Knowledge bases are collections of information your AI agents can draw on during conversations. Instead of packing everything into instructions, you add text entries once and attach them to campaigns.

Automatic Context

Attached knowledge is provided to the agent as context for the call. No extra API plumbing needed.

Text Entries

Add text entries directly — FAQs, product details, pricing, policies — organized by category.

Always Up-to-Date

Update entries anytime. The next call uses the current content.

Reusable

Maintain one knowledge base and attach it to as many campaigns as you need.

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How Knowledge Bases Work

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1. Create Knowledge Entries

In the TopCalls dashboard, open Knowledge Base and add text entries (FAQs, product info, policies), each with a name and category so entries stay organized.
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2. Attach to a Campaign

In the campaign editor, attach the knowledge base entries the campaign’s agent should know.
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3. Context at Call Time

Every call the campaign makes includes the attached knowledge as context for the agent. API calls get the same knowledge when you pass the campaign’s campaign_id.
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4. Accurate Answers

The agent answers from the attached content instead of guessing.

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Using Knowledge Bases via the API

You define and attach knowledge in the dashboard, then reference the campaign when placing a call. Add campaign_id to a normal call and the agent picks up that campaign’s attached knowledge base — no other campaign-execution fields are needed: 
{
  "phone_number": "+14155551234",
  "task": "Answer customer questions about our products and services.",
  "campaign_id": "0c4f4b9e-8b0a-4f57-9d3e-2f1a7c9d1234"
}
The gateway loads the campaign’s attached knowledge base and includes it in the call’s runtime context. You can also create and manage entries programmatically instead of in the dashboard. See the Knowledge Bases section of the API reference for the list, get, create, update, and delete endpoints.

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Example: Customer Support Agent

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Step 1: Create Knowledge Entries

Through the dashboard, add your support documentation: 
Product Features:
- AI Voice Agents
- Campaign Management
- Custom Voices
- Function Calling

Common Issues:
- Call not connecting: Check phone number format (E.164)
- No audio: Verify microphone permissions
- Poor quality: Check internet connection

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Step 2: Attach and Call

Attach the entries to your support campaign, then reference it on calls: 
{
  "phone_number": "+14155551234",
  "instructions": "You are a customer support agent. Answer questions about our products and help troubleshoot issues. Use the knowledge base to provide accurate information.",
  "campaign_id": "0c4f4b9e-8b0a-4f57-9d3e-2f1a7c9d1234"
}

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Best Practices

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Do This

  • Organize by topic: Create separate entries for different topics (products, pricing, support)
  • Keep it updated: Regularly update entries with new information
  • Use clear structure: Organize content with clear headers and sections
  • Test thoroughly: Run test calls and check the agent answers from your content
  • Keep it focused: Everything attached to the campaign is given to the agent, so lean content keeps calls fast

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Avoid This

  • Too much information: Oversized knowledge bases slow the agent down and dilute answers
  • Outdated content: Regularly review and update
  • Vague content: Use clear, specific information
  • Duplicate content: Avoid overlapping information across entries

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Next Steps

Making Calls

Learn how calls pick up campaign knowledge.

API Reference

See the complete API documentation.