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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.
FormatNotes
TXTPlain text — articles, policies, FAQs.
CSVTabular data — price lists, store locations, product specs. If your file has no header row, tick No header during upload.
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, on the agent’s Advanced → Knowledge Base section:
  1. Select which uploaded documents this agent can search.
  2. Tune the relevance threshold — how closely a chunk must match the caller’s question before it’s used. Raise it if the agent quotes irrelevant material; lower it if the agent claims not to know things that are in the documents.
The same document can be attached to many agents, and each agent only searches its own attachments.

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How the agent uses it mid-call

When the agent decides it needs to look something up, it searches the knowledge base and weaves the result into its reply. Lookups take a moment, so the agent can cover the pause naturally — you can configure what it says while searching (a fixed phrase like “Let me check that for you”, or a context-generated one) in the agent’s settings.

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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.