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 Removing outdated information and refining answers ensures your AI agents stay accurate and helpful over time.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: Upload content
You can add content using one of the following methods:
Upload a file to a knowledge base
Go to Settings
Desktop:
Mobile:
2. Navigate to Resources
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3. Click Documents
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4. Click Choose files, or drag and drop them into the area
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5. Wait until the upload is complete
Manually add text to a knowledge base
In Settings, navigate to Resources
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Mobile:
2. Click Text snippets
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3. Click "+" or Add text snippets
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4. Enter a name
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5. Enter the text
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6. Click Save
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.
Add a web page to a knowledge base
In Settings, navigate to Resources
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Mobile:
2. Click Web pages
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3. Click "+" or Add web page
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4. Select Enter a web address
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5. Paste the URL
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6. Click Add
You can also pick a web page from the sitemap:
In Settings, navigate to Resources
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Mobile:
2. Click Web pages
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3. Click "+"
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4. Select Pick from a site map
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5. Select a web page
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6. Click Add pages
Add a sitemap to a knowledge base
In Settings, navigate to Resources
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Mobile:
2. Click Site maps
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3. Click "+" or Crawl a site
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4. Enter a recognizable name for the website
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5. Enter the URL
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6. Specify how many link levels deep the crawler will follow
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7. Set the maximum number of pages to crawl
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8. Click Save
Ensure that content is successfully added
To confirm your content is ready for use, check the Status column in each content section. Each item should display Processed, indicating it has been successfully added.
Step 2: Create and add a content to a knowledge base
In Settings, navigate to AI settings
Desktop:
Mobile:
2. Click Knowledge bases
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3. Click "+"
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4. Enter a name
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5. Scroll down to Resources
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6. Click + Attach resource
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7. Select the resource you want to add
Repeat as many times as needed to build out your knowledge base.