Knowledge Base
The Knowledge Base is what your AI agents answer from: your policies, product details, frequent questions and website pages. Write it once, and every agent you choose can use it. Open Rules & Definitions ā Knowledge Base.
Your knowledge is saved now. AI agents start answering from it on calls and chats in an upcoming release. Until then, put the facts an agent must know in its instructions as well.
Always included
Two sources are part of every agent's knowledge and cannot be switched off: your Touch Identity Profile and your Engagement Rules. Each has an Edit link to its own screen.
Add knowledge
Click Add knowledge and choose what to add:
Article | Policies, product details, how-tos. Write or paste text with a Title. | Up to 50,000 characters. |
Questions and answers | The questions customers ask most, each with the answer you want given. Group them under a title such as "Delivery questions". | Up to 200 pairs per source; 500 characters per question, 4,000 per answer. |
Website page | A public page of your site, for example your returns page. Enter the address and click Read page; Refresh reads it again later. | One page per source; long pages are shortened to the first 50,000 characters. |
File (Coming soon) | PDF, Word and text files. | ā |
For every source you also choose:
- Used by: All AI agents, or Only these AI agents with a tick per agent. If you have no agents yet, every agent you create later uses it.
- In use: a switch to turn the source on or off without deleting it.
Click Save. Sources can be edited, switched off or deleted, and filtered by All, Articles, Q&A and Web pages.
When a web page cannot be read
The screen tells you why: the address is incomplete, the page is not public (it needs a sign-in), or it has no readable text because it is built only from images or scripts. In that case, copy the text into an Article instead.
Size and cost
The whole Knowledge Base holds up to 200,000 characters; the Sources tab shows how much you use. Over the limit, saving is refused until you shorten or remove sources.
Knowledge goes to the AI model with every turn of a conversation, so a bigger Knowledge Base costs a little more per minute. The Estimated cost panel shows the extra credits per minute for each part: Touch Identity Profile, Engagement Rules, Articles, Q&A and Web pages.
Write knowledge that works
- One topic per article, with a clear title.
- Write answers the way you want them said, short and friendly.
- Include numbers and specifics: prices, deadlines, addresses.
- Remove outdated content rather than adding a correction elsewhere.
- Use Only these AI agents to keep, say, internal sales rules away from the support agent.
Only owners and managers can change the Knowledge Base; other members see a message saying so.
On this page
- Knowledge Base