Choose your knowledge base in the wizard
Pick the knowledge base your AI agent answers this line's calls from: your services, prices, hours and common questions. It works the same whichever voice you chose.
Where to find it
Home › Setup wizard › Choose your knowledge base (step 4)
Open this screen
Steps
- Open Home › Setup wizard and go to Choose your knowledge base (step 4).
- Under Where this line’s knowledge comes from, choose Option 1: Knowledge base in Call (built from your sources) or Option 2: Chat AI-SNS.IO API key. Option 1 is chosen first when you have a knowledge base in Call; otherwise option 2.
- Option 1: the list shows each knowledge base built from your sources (one of your AI agents), with its sources, Q&A, indexed passages and when it was last updated. The one the line uses now is marked Used on this line. Pick one and press Use this knowledge base.
- Option 2: paste the full Chat App API key, press Show agents, choose the agent and press Link and read. The line then answers from your Chat App knowledge base. If it is linked already, press Use the Chat App knowledge base on this line.
- To add what it should know, use the source buttons: Text snippets, Files, Website or Q&A. All agents opens the full list.
- Press Next.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Where this line’s knowledge comes from | Option 1 answers from a knowledge base built from your sources in Call and asks nothing of the Chat App. Option 2 answers from your Chat App agent's knowledge base, read with your API key. | Option 1 when you have a knowledge base in Call, otherwise option 2 |
| Knowledge base | The AI agent whose sources this line's calls are answered from. The line then uses that agent, with its prompt and voice. | The agent that answers the line now, or your only one |
Troubleshooting
A yellow box asks you to add what your AI agent should know.
The knowledge base has no sources yet. Without sources the agent answers only from its prompt; add at least one source.
"You have no knowledge base yet."
Press Create your AI agent (here or in step 2), then add its sources.
Option 1 says you have no knowledge base built from your sources yet.
Add sources to your AI agent with the source buttons (Text snippets, Files, Website or Q&A), then come back and choose it.
Option 2 refuses the key.
Paste the full key shown once when you created it in the Chat App (it starts with sk_live_). The shortened key from the Chat App list is refused before anything is sent.
A box says the agent also has a saved call assistant that still holds its earlier setup.
Press Update the saved assistant, then Yes, update, to bring it up to date, or Not now to leave it. Nothing changes until you confirm.
"Could not load your knowledge bases."
Reload the page and try again.
It says AI answering is not available on this service yet.
What you set up is kept, and calls use it once CallDesk turns AI answering on.
Tips
- Option 1 needs no Chat App account or key, and nothing is read from the Chat App.
- You can also choose the agent for a line on the phone line settings and on AI agents › All agents.
Good to know
- A knowledge base is an AI agent and its sources. A separate knowledge base for an agent with another prompt or voice is not available.
- Only owners, administrators and managers can change it; others can read it.
Related how-tos
- Setup wizard Set up phone answering in seven steps, one at a time: a phone line and its business hours, your agent's voice, your AI prompt, the knowledge base your agent answers from, who to put through and the rules for calls, a test, then switching your AI agent on.
- Choose your agent's voice Pick the voice your AI agent speaks on calls, from the voices that speak your line's call language.
- Choose which AI agent answers each line When you have more than one AI agent, pick the one that answers each phone line.
- All agents See every AI agent in your organisation, which phone lines each one answers, and open one to change it.
- Text snippets Add short pieces of text directly to your agent's knowledge base.
- Files Upload documents your AI agent answers from: PDF, Word (.docx), .txt, .md, .csv or .json.
- Website Add web pages to your agent's knowledge: one page, the whole site, or pages you choose.
- Q&A Teach the agent exact answers to specific questions.
- Link an AI-SNS Chat App agent to your calls Have the knowledge base of an agent you already run in the AI-SNS Chat App answer your calls.