The ability of AiVA to provide accurate and relevant answers depends on the information they have access to. To enable your AI agent to respond with business-specific details, you need to create and assign it to a knowledge base.
Once connected, the AI agent uses this information during calls to answer questions and guide conversations based on your business data.
Subscription plan availability: The AI Knowledge Base feature is available on the Professional and Enterprise plans only.
What is a knowledge base?
In DialLink, a knowledge base is a centralized collection of information that your AI agent can use to respond to callers.
It can include documents, website content, and manually added text. This ensures that your AI agent:
Provides accurate and consistent answers
Has access to up-to-date business information
Responds based on your specific services, policies, and details
Supported content types
You can add the following types of content to your knowledge base:
Document files
Upload files in the following formats: pdf, .docx, .rtf, .doc, .txt, .md, .csv, .tsv, .html, .htm, .xml, .ppt, .pptx. Max file size: 4.5 MB.
Web pages (URLs)
Add relevant URLs to your website so the AI agent can use that content during conversations and become an expert for the products and/or services your company is offering.
Note: The AI agent can only access publicly available content. Pages that require login or authentication are not supported.
Manual text entries
For information that is not available on your website or in uploaded documents, you can create custom knowledge pages and add text directly.
Each page can contain no more than 50,000 characters.
Content limitations
Restricted or gated content
Knowledge bases cannot access or ingest content from:
Login-required pages
Password-protected areas
Internal portals or dashboards
Paywalled content
Only publicly accessible URLs are supported.
Image-only content
If important information is presented only as images (for example, text inside screenshots, diagrams, or graphics), it may not be readable by the AI agent.
For best results, provide text-based content whenever possible.