Knowledge Base

Your agent’s Knowledge Base is the set of documents it references during calls. When a caller asks a question about pricing, service areas, policies, or anything specific to your business, the agent looks through your uploaded files and responds based on what’s there.

Getting here

In NZ Leads, go to Voice Agent → Voice Agents → open an agent → Knowledge Base tab.

Supported file types

.csv — tabular data, great for price sheets and service catalogs.
.doc, .docx — Word documents.
.html — exported web pages.
.md — Markdown.
.pdf — existing printable documents (service menus, brochures, policy documents).
.txt — plain text.
.xls, .xlsx — Excel spreadsheets.

What to upload

Anything the agent needs to answer customer questions with confidence. The most common uploads:

Service list

Every service you offer, with a one-line description. Helps the agent identify what the customer needs and confirm that you offer it.

Price sheet

Exact prices, price ranges, or “starting from” prices. The agent quotes whatever is written. If pricing varies, say so explicitly:

Drain cleaning (kitchen sink): $120–$180
Bathroom remodel: quoted on-site, typically starts at $3,500

Service area

Which cities, zip codes, or regions you cover — and which you don’t. Keeps the agent from promising service you can’t deliver.

FAQ

Common customer questions with the exact answer you want the agent to give. Include both the question and the answer — it helps the agent match wording variations.

Policies

Cancellation, warranty, payment methods, deposit requirements, emergency fees, senior discount, etc. Any policy a caller might ask about.

Brand-specific product info

If you service specific brands or have parts you do and don’t stock, spell it out. Saves the agent from promising something impossible.

Uploading

Open Knowledge Base

On the agent editor, click the Knowledge Base tab.

Add files

Drag and drop or click Upload. Choose one or more supported files.

Wait for indexing

Files take a few seconds to process. Once indexed, the agent can reference them on the next call.

Save the agent

Click Save to commit. The agent will use the new files on the next call.

Removing or re-indexing a file

From the Knowledge Base tab you can:

Remove a file — it’s no longer referenced on future calls.
Re-index a file — useful if you’ve replaced the file content and want the agent to pick up the new version. Upload the new version by removing the old file and adding the replacement.

How the agent uses it

During a live call, when the agent encounters a question that needs specific knowledge (“how much for a water heater install?”, “do you service Glendale?”), it looks through the Knowledge Base for the relevant information and answers based on what’s there.

The agent doesn’t make up prices. If the price isn’t in your files and Pricing Enabled is on, the agent typically offers a free estimate instead of inventing a number.

💡

The agent is only as good as your Knowledge Base. If you find yourself listening to calls and wincing at wrong answers, it’s almost always because the answer isn’t in the uploaded files — or the file has stale information. Keep the files current.

Formatting tips

Use clear headings. ## Water Heater beats a wall of text.
Spell out units. $120/hour instead of just 120.
Be explicit about what you don’t do. We do not service commercial properties.
Avoid conflicting prices. If two files say different prices for the same service, the agent will pick one and you may not like which.
Don’t mark up with marketing language. “We’re the BEST plumbers in town!” doesn’t help the agent answer a specific question.

Pairing with Custom Rules

For edge cases that don’t fit cleanly into a document, use Custom Rules in Agent Configuration instead. Rules are short, conditional instructions (If the customer mentions a commercial building, transfer to sales). The Knowledge Base is for reference material; Custom Rules are for behavior.

Troubleshooting

The agent isn’t using information from my file.

Confirm the file was uploaded to this specific agent (Knowledge Base files are per-agent; they aren’t shared unless you clone the agent).
Confirm the file type is supported.
Confirm the file isn’t a scanned image inside a PDF — scanned PDFs without OCR text are effectively empty to the agent. Use a text-based PDF or re-export.

The agent is quoting old prices. Remove the old file and upload the current version. Then test with a call that specifically asks about the price.

The agent refuses to quote a price, even though it’s in the file. Check Pricing Enabled under the Personality tab — if it’s off, the agent won’t quote pricing regardless of what’s in the Knowledge Base.

The agent is confidently wrong about something in my file. Restructure the section. Lists and tables work better than dense paragraphs. If a specific question is important, add it explicitly as an FAQ:

Q: Do you offer emergency service?
A: Yes, 24/7. Emergency service carries a $199 fee.

Questions? Email support@nzleads.com.