An agent that answers from your own documents
Add your price lists, policies, FAQs and web pages once. When a caller asks, your agent finds the part that answers them and says it in plain words — and when the answer isn't written down, it falls back on the words you've given it.
PDF, DOCX, TXT, MD, HTML, EPUB up to 20 MB · Web pages by address
Sample knowledge base · Northside Studio
- PDFPrice list
- DOCXCancellation policy
- MDAftercare
- TXTOpening hours
- WEBFAQ page
Listening
DOCXCancellation policy
- Free to cancel or move up to 24 hours before
- Within 24 hours: half the session fee
- Missed without notice: the full fee
Sample call
Ask it something
The idea
Instructions tell it how to speak. Documents tell it what's true.
Every agent starts with instructions: its name, its manner, what it may book and when to take a message. That's enough to sound right on the phone. It isn't enough to be right about your prices.
A knowledge base is the other half — the documents your team already works from. The agent keeps them to hand on every call, and when a question comes in, it answers from the part that fits.
What goes in
Files you already have — PDF, Word, plain text or Markdown — and pages from your website.
What comes out
Answers in plain speech, in the agent's own words and in the language it's set to speak.
What happens at the edges
Where your documents don't say, the agent uses a fallback line you write — an offer to call back, say, rather than a guess.
How it finds the answer
It follows what the caller means, not the words they happen to use
Asked as
- “Can I cancel tomorrow?”
- “Something's come up — can I call off Friday?”
- “What happens if I can't make it?”
Lands on
Cancelling — Your cancellation policy, line two: within 24 hours, half the fee.
01
Read
Everything you add is read and kept with your agent, ready for its next call.
02
Find
A question is matched on meaning: “call off Friday” finds your cancellation policy, though the policy never says “call off”.
03
Answer
The agent answers from the part that fits, in a sentence or two — it doesn't read the document out.
What to add
The questions your team answers ten times a day are already written down somewhere
Prices and packages
Put conditions beside the price, not three pages later.
Answers questions like “How much is a first visit?”
Policies
Cancellations, deposits, refunds, late arrivals.
Answers questions like “Do I get my deposit back?”
Services, explained
What each one involves, how long it takes, who it's for.
Answers questions like “What's the difference between the two?”
Before and after a visit
What to bring, how to prepare, what to expect afterwards.
Answers questions like “Do I need to bring anything?”
Hours, location and access
Opening times, parking, entrances, public transport.
Answers questions like “Are you open on Saturdays?”
Pages from your website
Add the page's address and it's read as it stands.
Answers questions like “Do you sell gift vouchers?”
Text works; scans don't. A photo of a price list has no words in it to read.
The difference
Same caller, same question — only one of these calls ends with an answer
Instructions only
Sample calls
With your documents
Sample calls
Every “someone will call you back” is a caller deciding whether to wait.
When it isn't written down
Where your documents stop, it says so
A fallback you write
Set what it says when it can't help — “I'll ask the team to call you back today” leaves the caller with a next step.
Boundaries from the start
Each industry's starting instructions list what the agent mustn't promise, from a diagnosis to a guaranteed slot.
Leaves a record
Calls are transcribed, so you can read what was said — and write down the answer it was missing.
Only what callers may hear
Anything in your documents can be said to any caller. Keep staff notes, personal data and margins out.
Like any AI, it can occasionally get something wrong. Short, clear documents and a few test calls keep that rare.
Keeping it current
Change the document, and the next call gives the new answer
- 1To change a document, remove the old file and add the new one.
- 2A web page is read as it stands when you add it. When the page changes, add it again.
- 3Take out what's out of date — an old price list left in is an old price on the phone.
Writing for the phone
The documents that answer best already read like answers
Written for a contract
Written for a caller
DOCXCancellation policy
Unless otherwise agreed in writing, any appointment cancelled with less notice than the period set out in clause 4.2 may, at the Studio's discretion, incur a charge calculated with reference to the prevailing tariff.
Cancelling or moving a booking
- Free up to 24 hours before.
- Within 24 hours: half the session fee.
- Missed without notice: the full fee.
One topic per heading
“Parking” under its own heading is easier to find than a line in “About us”.
Conditions next to the fact
“$85, or $75 before noon” — not the price here and the discount on page six.
Say what you don't do
“We don't do home visits” is an answer. Silence is a call back.
Date anything that changes
Label seasonal hours and prices so an old one is easy to spot and remove.
The words callers use
Write “cancel” where a contract would say “terminate”.
Nothing private
If it shouldn't be said on the phone, it shouldn't be in the file.
Questions
About the knowledge base
What is a knowledge base, in one sentence?
The documents your agent answers from: the facts about your business, kept apart from the instructions that tell it how to behave.
Which files can I add?
PDF, Word (.docx), plain text, Markdown, HTML and EPUB files up to 20 MB each, pasted text, and web pages by their address. Files with real text in them work best — a scanned image has no words to read.
Does it notice when my website changes?
Yes. Pages you add, and websites you import, are re-read automatically at least once a week. When you change something important, press Refresh on the page to update it right away.
Does it learn from calls?
No. It answers from your documents and its instructions, and nothing a caller says is added to your knowledge base. To teach it something new, write it into a document.
Can my documents be in a different language from my agent?
Yes — the agent answers in the language it's set to speak. Make a test call to hear how names and prices come through.
What does it say when the answer isn't in my documents?
The fallback message you set in the dashboard — for example, an offer to have the team call back. Left blank, it uses a short default phrase, so writing your own is worth the minute it takes.
Will it read my documents out word for word?
No. It answers the question in a sentence or two, using the part that applies. Wording that must be said exactly belongs in the agent's instructions.
Who can see what I upload?
Your documents are stored with your account and used to run your agent, as the privacy policy sets out. Anything in them may be said to a caller, so leave out what callers shouldn't hear.
How do I check it answers correctly?
Use the test call in your dashboard to ring your agent and ask what your callers ask. Every call is transcribed too, so you can read each answer it gave.
Is it included in my plan?
Yes. Adding documents is part of setting up any agent, including during the free trial.
Get started
Start with the three questions you're asked most
Write the answers down, add the file, and call your agent to ask it. It takes about as long as reading this page did.