Bots
Knowledge
What your agents may state as fact on calls and in chats, and how they look it up.
Under Account → Voice → Knowledge for calls you give agents what they may answer from: paste text (price lists, scripts, FAQs), add a web page (fetched and stripped to text; Fetch again refreshes a page that changes), or upload a PDF, Word or text file. Each source is shared with every agent on the team or assigned to named bots, so a collections agent and a receptionist do not read each other's material. On a team, an admin adds documents.
On a call or in a chat the agent has one tool, search_knowledge, and one rule: answer facts only from what it returns, and say it will check when it returns nothing. Search runs two ways and merges them: word matching, which works in any script with no network, and embeddings on your own model key (OpenAI, Gemini, Mistral or Fireworks) when you have one, so *"kya booking amount wapas milta hai"* finds the refund line in an English PDF.
Limits: up to 200 sources per team, 40 000 characters each, files up to 25 MB. Web addresses must be public http or https pages; private-network addresses are refused. The team playbook is searched on calls too.