The AI Knowledge Base allows you to upload documents and text that your AI-powered features can use to generate more accurate and context-aware responses. Instead of manually adding all information into prompts or Q&A fields, you can upload structured files and let the AI reference them when needed.
The Knowledge Base works with two features in Callbell:
- AI Agent — for fully automated conversations
- AI Assistant — for agent-assisted reply suggestions
Managing your Knowledge Base
You can manage all your knowledge base sources from the Knowledge Base settings page. Sources created here are shared across all agents and features that use them.
Supported formats
| Format | Details |
|---|---|
| Text | Up to 50,000 characters |
| Document | PDF or CSV files |
How to upload a document
- Go to the Knowledge Base settings page or open your AI Agent and go to the Agent Knowledge section.
- Click Add.
- Select text or document
- Upload a PDF or CSV file, or paste your text content directly.
- Add a title and optionally a caption describing what the document contains.
- Click Save.
Using the Knowledge Base with the AI Agent
The Knowledge Base is the recommended way to provide product information, pricing, FAQs, and other reference content to your AI Agent. Adding this information to the Knowledge Base is more efficient than including it directly in the agent's prompt or Q&A section, as the agent will only retrieve what is relevant for each specific conversation.
Selecting which sources each agent can use
Each AI Agent has its own Sources section where you can choose which knowledge base documents it is allowed to read. Documents added to the shared Knowledge Base settings will appear here, and you can enable or disable each one individually per agent.
This means different agents can use different subsets of the same knowledge base, giving you full control over what each agent knows.
Messages generated by the AI Agent that require searching the Knowledge Base are slightly more expensive than standard messages, as they involve an additional retrieval step. However, using the Knowledge Base is still more cost-efficient than loading all information into the prompt, because the agent only retrieves what is needed for each conversation rather than processing all the information on every single message.
| Tip: We recommend using the Knowledge Base instead of the prompt to keep your AI Agent more efficient and cost-optimized. The agent will only retrieve information from the Knowledge Base when the conversation actually requires it. |
Using the Knowledge Base with the AI Assistant
The AI Assistant is the AI-powered reply suggestion tool available to agents in the chat. When a Knowledge Base is configured, the assistant will use it to generate responses adapted to your business context.
How to use it
In the chat, click the + button next to the AI input field. From there you can:
- Toggle Knowledge Base on or off to control whether the assistant uses your documents for that specific suggestion.
- Enable Thinking mode for deeper, more elaborated responses. This takes a bit longer to process but produces more thorough answers when the question requires it.
| The AI Assistant remains free even when the Knowledge Base is enabled. There is no additional cost for using documents with the AI Assistant. |
FAQ
Can I use the same document across multiple AI agents?
Yes. Documents added to the shared Knowledge Base are available to all agents, and the admin can choose which ones to enable for each AI Agent.
What is the difference between adding information to the Knowledge Base vs the Q&A section?
The Q&A section is best for specific, predictable questions with fixed answers. The Knowledge Base is better suited for larger reference content such as product catalogs, pricing documents, or policy files, where the agent needs to search and extract relevant information dynamically.
Can I upload multiple documents?
Yes, there is no limit on the number of documents you can add to the Knowledge Base.