Lesson 15: Knowledge Base Setup

Retell University Module 4: Voice, Language & Quality
1

Knowledge Base Setup

A Knowledge Base gives your agent access to reference information it can use during conversations.

What Is It?

  • A collection of documents, URLs, or text that the agent can search during a call
  • When a caller asks a question, the agent looks up relevant info from the KB
  • Much better than putting everything in the prompt (which has token limits)

Creating a Knowledge Base

  1. Go to Knowledge Base in the dashboard
  2. Choose your source type:
    • URLs — crawl a website or specific pages
    • Documents — upload PDFs, Word docs, etc.
    • Plain Text — paste text directly
  3. Give it a name and description
  4. Process and review the ingested content

Attaching to an Agent

  • In your agent settings, select the Knowledge Base(s) to use
  • You can attach multiple KBs to one agent
  • The agent automatically searches relevant KBs when it needs information

Best Practices

  • Keep content well-organized and up-to-date
  • Use clear headings and structure in your documents
  • Test that the agent can find and correctly cite information
  • Don’t overload with irrelevant content (it can confuse retrieval)
  • Update the KB when your product, policies, or information changes