Choose a source
Select + in the Knowledge Base to add a source:
Documents and websites provide the reference content that flows can use. Recordings are available for playback and show a transcript when one is available, but they are not selected as flow knowledge sources.
Add useful content
Organize information around the questions callers ask. Use descriptive titles, clear headings, and direct answers. Keep related details together so the agent can retrieve enough context to answer accurately. For reliable results:- include the exact facts the agent should use;
- remove duplicate or conflicting versions of the same information;
- state exceptions beside the rule they modify; and
- update time-sensitive details when they change.
Manage sources
Use All, Docs, Sites, and Calls to filter the source list, or search by name. Select a source to review its details. Edits to written documents and website content save automatically in the detail panel. A website source does not refresh automatically when its public page changes. Uploaded files can be opened for review, but their contents are not edited in Phonely. Documents and websites can be Active or Inactive. An inactive source remains in the Knowledge Base but is not used for retrieval. Use Select to activate or deactivate multiple documents and websites, or to delete multiple sources, including recordings.Make sources available to a flow
Knowledge Base sources belong to the agent. In a flow’s Flow Settings, choose whether that flow can use all or selected documents and websites. In a supported prompt field, insert All Knowledge Base, All Documents, All Websites, or a specific source from Available Variables. For example, a Talk block can use selected reference material while answering caller questions. If you add or replace a source, review the flow’s source selection before testing it again.Verify the answers
Test with questions that the source answers directly, questions that require details from different sections, and questions the source does not answer. Confirm that the agent uses the documented facts and does not invent missing information. Start with Web Chat for a quick content check, then use Web Call when you also need to review how the answer sounds. After a test, open Call Details and review Referenced Knowledge Base to see which content the agent used.Troubleshooting
The agent does not use a source
The agent does not use a source
Confirm that the document or website is active and available in the flow’s Flow Settings. Then check that the relevant block prompt includes the intended Knowledge Base source and publish the updated flow before testing it.
The agent gives an outdated or conflicting answer
The agent gives an outdated or conflicting answer
Search for another source that contains an older version of the same information. Update or deactivate conflicting content, then test the question again.
A website does not contain the expected information
A website does not contain the expected information
Open the website source and review the saved content. Add the correct page or update the saved content when the public page has changed.
An uploaded file cannot be edited
An uploaded file cannot be edited
Uploaded files are read-only in the Knowledge Base. Replace the file, or create a Blank Document when the content needs to be maintained directly in Phonely.