In DialLink, you can create multiple knowledge bases, each containing documents, website content, or manually added text.
To learn more about supported content types, refer to the Knowledge bases for AiVA: Overview article.
Best practice for organizing a knowledge base
Before creating a knowledge base, take time to plan how it will be structured and used.
If you use multiple AI voice agents for different areas like sales, support, or a virtual receptionist, especially if you offer multiple products or services, avoid putting everything into one large knowledge base. Instead, break it into smaller, focused knowledge bases.
This approach makes it easier to manage and update content and helps you control exactly what each AI voice agent can access. It also improves answer quality, since agents rely on more relevant, targeted information instead of sorting through a large, mixed dataset.
As your business evolves, plan to review and update your knowledge bases regularly. Removing outdated information and refining answers ensures your AI agents stay accurate and helpful over time.
Creating a knowledge base for AiVA AI agent
Follow the steps below to create a knowledge base for your AI agent.
Step 1: Access the knowledge base library
Go to Settings
Desktop:
Mobile:
2. Navigate to AI settings
3. Open Knowledge bases
Desktop:
Mobile:
Step 2: Create a new knowledge base
In the Knowledge base section:
Click + in the top-right corner to create a new base
Desktop:
Mobile:
2. Enter the knowledge base name. For example, “Pricing FAQ”
Desktop:
Mobile:
3. Click Save
Desktop:
Mobile:
Step 3: Add content to a knowledge base
You can add content using one of the following methods:
Upload a file to a knowledge base
In the Document section:
Click on Add document
Desktop:
Mobile:
2. Select Upload files
Desktop:
Mobile:
3. Choose files to upload
4. Click Upload
5. Wait until the upload is complete
Add a URL to a knowledge base
In the Document section:
Click on Add document
Desktop:
Mobile:
2. Select Add URL
Desktop:
Mobile:
3. Enter a URL address
Desktop:
Mobile:
4. Click Load site map
Desktop:
Mobile:
Note: Processing a website may take some time. Wait until the system finishes adding the content.
Manually add text to a knowledge base
In the Document section:
Click on Add document
Desktop:
Mobile:
2. Select Add text
Desktop:
Mobile:
3. Enter a page name
Desktop:
Mobile:
4. Write or paste content directly into the editor
Desktop:
Mobile:
5. Click Save
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Mobile:
Find tips on how to write and structure a text for a knowledge base in the Best practices for writing a text for a knowledge base article.
Step 4: Ensure that content is successfully added
To ensure your content is ready for use, check the Status column.
Each item should display Processed, indicating it has been successfully added and is available to the AI agent.