Manage Knowledge Bases
Knowledge bases provide the information your AI Voice Agent needs to answer caller questions accurately. This guide covers creating, editing, sharing, and maintaining knowledge bases across your agents.
Available on: Trial (1 KB), Agent Lite (1 KB), Agent Max (up to 5 KBs). Not available on Pay-As-You-Go.
Creating a Knowledge Base
- Go to Dashboard > AI Voice Agent > Knowledge Base.
- Click Create Knowledge Base.
- Name the knowledge base (e.g., "Product FAQs," "Office Policies," "Insurance Information").
- Add content using any combination of sources:
| Source type | Limit | Notes |
|---|---|---|
| Web page URLs | Up to 500 | Content auto-refreshes every 24 hours when enabled |
| Plain text | Up to 40,000 characters | Paste directly into the editor |
| Q&A pairs | Up to 500 | Manual entry or CSV/Excel upload (max 25 MB) |
| Files | Up to 10 files, 5 MB each | PDF, DOCX, PPT, XLS, PNG, and 30+ formats |
Editing a Knowledge Base
Open an existing knowledge base to:
- Add or remove sources — add new URLs, upload new files, or delete outdated content
- Edit Q&A pairs — update answers as policies or information changes
- Edit plain text — revise directly in the editor
- Toggle auto-refresh — enable or disable 24-hour auto-refresh for web page sources
Changes take effect immediately. The agent uses the updated content on the next call.
Sharing Knowledge Bases Across Agents
A single knowledge base can be assigned to multiple agents. This is useful when multiple agents need the same core information:
- A receptionist agent and an after-hours agent both need office hours and FAQs
- Sales and support agents both need product information
To share: open the agent's Knowledge Base tab and select an existing knowledge base from the list.
Knowledge Base Limits by Plan
| Plan | Knowledge bases | Notes |
|---|---|---|
| Trial | 1 | Full functionality during trial |
| Pay-As-You-Go | 0 | Knowledge base not available |
| Agent Lite | 1 | Single knowledge base |
| Agent Max | Up to 5 | Multiple knowledge bases for different contexts |
Keeping Knowledge Bases Accurate
Auto-Refresh for Web Sources
Enable auto-refresh to keep web page content current. The system re-crawls your URLs every 24 hours and updates the knowledge base automatically.
When to use: Product pages, pricing pages, and other content that changes regularly.
When to skip: Static content like company history or legal terms that rarely changes.
Source Verification
After adding web sources, review the extracted content to verify accuracy. The agent uses exactly what the knowledge base contains — if the extraction missed key content or included irrelevant navigation text, edit the source or switch to plain text or Q&A pairs.
Reviewing Agent Responses
In JustCall AI, click View Sources on any AI response to see which knowledge base content the agent referenced. Use this to identify:
- Gaps where the agent could not find an answer
- Incorrect references where the knowledge base content is outdated
- Ambiguous content where the agent chose the wrong source
Deleting a Knowledge Base
Go to Dashboard > AI Voice Agent > Knowledge Base, select the knowledge base, and click Delete.
Warning: Deleting a knowledge base removes it from all agents that use it. Those agents will lose access to the content immediately. Verify no active agents depend on the knowledge base before deleting.
Related Articles
- Create a Knowledge Base for AI Voice Agents — content types and limits
- Create Your First AI Voice Agent — full setup walkthrough