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A knowledge base lets an agent answer questions from your content instead of the model’s general knowledge. During a conversation, when the caller asks something the prompt doesn’t cover, the agent searches the attached documents and answers from what it finds. Use it for anything too large or too changeable to live in the system prompt: product catalogues, pricing tables, policy documents, FAQs, branch lists.

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Uploading documents

Go to Knowledge Base → Upload Documents. You can drag-and-drop multiple files at once. Each document shows its name, when it was last updated, and who uploaded it. Use View details to preview the stored content, and Archive to retire a document without breaking the history of agents that used it.
Structure matters more than volume. Ten clean, well-titled documents beat one giant dump — the agent retrieves chunks of documents, so content that’s organised by topic retrieves much more accurately.

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Attaching documents to an agent

Knowledge bases are attached per agent, in the agent’s Advanced → Knowledge Base section — turn on Enable RAG, pick the documents, and choose an index type. See Models and Speech for those settings, and the Search knowledge base tool for how much the agent retrieves per question and what it says while it searches. The same document can be attached to many agents, and each agent only searches its own attachments.

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Keeping content fresh

Uploaded documents are snapshots — editing the source file on your computer doesn’t update Osvi. To refresh content, upload the new version and archive the old one. Check the last updated column periodically for anything stale enough to mislead callers.
The system prompt and the knowledge base play different roles: the prompt defines behaviour (who the agent is, what it’s trying to do), the knowledge base provides facts. Don’t paste your FAQ into the prompt — attach it as a document.