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The knowledge base gives your agents access to information they can reference during calls — product details, FAQs, pricing, opening hours, and more.

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How it works

  1. You upload documents once for the whole organization under Unternehmenswissen (Company Knowledge)
  2. TalkPilot automatically splits them into chunks and creates vector embeddings
  3. On an agent’s detail page you tick which documents that agent may use
  4. During a call, when the agent needs information, it searches only the documents it was granted
  5. The most relevant chunks are included in the agent’s context
This is called RAG (Retrieval-Augmented Generation) — the agent retrieves relevant information and uses it to generate accurate answers.
Documents belong to the organization, not to a single agent. The same PDF can serve any number of agents without being uploaded, chunked or maintained more than once. Editing it once updates it everywhere.

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Adding documents

Documents are added on the Unternehmenswissen page (sidebar). They are stored for the organization you are currently working in.

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Manual text

  1. Go to Unternehmenswissen (Company Knowledge)
  2. Click Dokument hinzufuegen (Add Document)
  3. Enter a title and paste your text content
  4. Click Speichern (Save)
The document is queued for processing and becomes available within seconds.

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File upload

Upload files by dragging them into the upload area or clicking to browse. Files are automatically parsed, text-extracted, and indexed.

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Granting documents to an agent

  1. Open the agent’s detail page > Wissensdatenbank (Knowledge Base)
  2. You see every document of your organization with a checkbox
  3. Tick a document — the agent can now search it; untick it and the agent loses access
Ticking and unticking only changes that one agent. Removing the tick does not delete the document; it stays in Company Knowledge and keeps working for every other agent that has it ticked.

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Document status

After uploading, documents go through a processing pipeline: Status changes appear live — no page reload needed.

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Knowledge Base tool

For the agent to actually search the knowledge base during calls, a Knowledge Base tool must be configured:
  • Auto-activation: The tool is automatically enabled when the first document granted to this agent becomes ready
  • Auto-deactivation: The tool is automatically disabled when the agent has no ready document left — either because the tick was removed or because the document was deleted
You can configure the tool’s behavior:

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Managing documents

  • Edit: Click on a manual text document in Company Knowledge to update its content. Editing triggers automatic re-processing — every agent that has it ticked gets the new version.
  • Delete: Remove a document and all its chunks/embeddings. It disappears from every agent that had it ticked.
Via API: You can create and manage text documents programmatically. File uploads are Dashboard-only. See Knowledge Base API.

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Tips

  • Keep documents focused on one topic each — this improves search accuracy
  • Use clear, factual language — avoid ambiguous phrasing
  • Update documents when information changes (pricing, hours, etc.) — once, in Company Knowledge
  • Check document status after upload to confirm successful processing
  • Only tick what an agent really needs — fewer, more relevant documents produce better answers