Fill your knowledge base: documents your agent answers from

Price list, FAQ, opening hours, service descriptions – upload everything your agent should know about your business as a document. The agent reads the files automatically and uses them to answer callers' questions. No rewriting, no manual data entry: whatever you already have as a PDF or Word file becomes the basis for its answers.

How to set it up

1. Open your agent and go to the Knowledge Base (“Wissens-Datenbank”) tab.
2. Click Choose file (“Datei auswählen”) – supported formats are PDF, DOCX and TXT, up to 10 MB per file.
3. Click Upload (“Hochladen”). The document appears in the list and is available to the agent right away.

4. Add more documents as needed – you can upload multiple files.
5. In the Functions (“Funktionen”) tab, make sure General information (“Allgemeine Auskunft”) is turned on – this function answers questions based on your knowledge base.

Real-world example

A plumbing company uploads three files: Preisliste_2026.pdf, FAQ_Notdienst.docx and its service area zones as a text file. From then on, the agent answers questions about costs, service area and emergency service hours on its own – and only callers who actually need an appointment or emergency service reach the team.

Where: AI Telephony (“KI-Telefonie”) → Agents (“Agenten”) → choose an agent → Knowledge Base tab

Good to know

• Good candidates for your knowledge base: price lists, frequently asked questions, opening hours and directions, service and product descriptions, cancellation and delivery terms.
• Several topic-specific files beat one giant document – clearly separated topics (prices, FAQ, directions) help the agent find the right answer and make updates easier for you.
• Keep it current: When prices or hours change, swap out the document in the agent too – the agent only knows what you give it.
• Text-based files work most reliably – a PDF created from text is easier to read than a scanned one.
• The knowledge base supplies the facts; how the agent sounds and behaves is controlled separately in the system prompt.

Last updated July 16, 2026