Help a Voice Agent Answer Questions with Your Knowledge Base
Connect business information to a voice receptionist and test its answers before sending it customer calls.
A Voice Agent can use the same knowledge bases available to your chat agents. Choose information that matches the business and location the receptionist represents.
1. Prepare useful information
Review the business address, service descriptions, opening hours, contact options and answers to common questions in AI → Knowledge Bases. Remove outdated or conflicting information. Keep instructions clear enough to be spoken aloud.
2. Connect the knowledge base
- Open the Voice Agent setup and select What it knows.
- Choose the appropriate Knowledge base. None for now means no base is selected in this step.
- Complete the remaining setup and save using the action shown for the new or existing agent.
The knowledge base supplies information. Appointment availability comes from the connected calendars; writing opening hours in a knowledge base does not configure the phone’s Business Hours routing.
3. Test answers and limits
After the agent is ready and connected to your call route, ask a few questions with known answers, then ask something that is not covered. Confirm that it gives accurate answers and does not invent a policy, service or promise.
If an answer is wrong, correct the source information and retest. If the correction is not reflected, ask support to check the agent’s knowledge connection. Do not assume a saved agent has already incorporated every knowledge update.