Add Contents to Knowledge Base

Knowledge base is a centralized repository of information that AI receptionists query in real time to answer caller inquiries. You can add well-organized contents to the knowledge base by adding files or URLs containing FAQs, product details and other information, and assign the knowledge base to the desired AI receptionist so it can reference the information when answering caller questions.

Important: The AI receptionist reads text to answer questions, while images or complex formatting may not be interpreted accurately, which can affect response quality. For optimal AI performance, use text-based content with a clear structure. Well-organized content with clear headings and concise sections helps the AI retrieve information more effectively.

Limitations

The PBX supports a maximum of 200 content entries (files and URLs).

Supported methods

You can add contents to the knowledge base using either of the following methods:

Add contents by uploading file

You can upload a local document directly into the knowledge base for the agent to reference. For example, uploading a PDF manual of a product allows the agent to answer detailed questions based on the official documentation.

Requirements
Item Requirements
File size Maximum 10 MB per file.
File type PDF, TXT, DOCX, HTML, and EPUB.
Procedure
  1. Log in to PBX web portal, go to AI > AI Receptionist > Knowledge Base.
  2. Click Upload File.
  3. In the pop-up window, select the desired file(s), then click Open.
    Note: You can upload up to 10 files at the same time.
    The system will begin uploading the file(s).
Result
The files are successfully uploaded and displayed in the knowledge base list. You can click the entry to view the content extracted from the file.

Add contents by adding URL

You can provide a web link for the agent to access and retrieve information from an online source. For example, adding a URL to a frequently updated online FAQ page for the agent to consult.

Restrictions
  • The AI receptionist only reads contents from the URL you provide. It does not automatically follow or crawl links embedded within that page to retrieve content from other pages. Therefore, if you need information from multiple pages, add each URL separately to your knowledge base.
  • Contents uploaded via URL are not synced and updated automatically. If the page content changes, you need to re-upload the URL for the updates to take effect.
Procedure
  1. Log in to PBX web portal, go to AI > AI Receptionist > Knowledge Base.
  2. Click Add URL.
  3. In the pop-up window, do as follows:
    Note: You can add up to 10 URLs at the same time.

    1. Enter the URL information.
      Setting Description
      Name Specify a name to help you identify the URL.
      URL Paste the URL (must start with https://) pointing to the desired content.
    2. Click Add to add more URLs.
    3. Click Save.
Result
The system parses the contents from the URLs and add it to the knowledge base. You can click the corresponding entry to view the extracted content.