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The knowledge base is where you keep the documents an agent can reference mid-call: firm policies, FAQs, fee explanations, anything a caller might ask about that isn’t part of the qualification flow itself. It works at two levels: an organization-wide library, and the specific documents each agent is allowed to use from it.

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The organization library

Manage the shared library at Knowledge base in the Command Center. You can add:
  • Files: upload a PDF, TXT, or DOCX. The document’s text is extracted and stored so the agent can search it.
  • Text: paste a snippet directly, useful for a short answer that doesn’t warrant a full document.
  • URLs: point at a page you want the agent to be able to reference.
  • Folders: group related documents.
The library page shows how much storage your organization has used against its total, and lets you remove anything no longer needed.

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Attaching documents to an agent

Uploading a document to the library doesn’t automatically make it available to every agent. In an agent’s editor, open the Knowledge base tab to see and manage exactly which documents that agent can draw on. Upload directly from there to add a new one, or remove one the agent no longer needs. Removing a document from an agent doesn’t delete it from the organization library; it just stops that agent from using it.
Some blueprints also include a read-only Qualifying facilities reference list, for example a list of detention facilities for a case type that involves one. It’s shown alongside an agent’s knowledge-base documents but is set at the blueprint level, not edited per agent.

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What to put in it

Keep the knowledge base for things a caller might ask that fall outside the qualification questions themselves: background on the firm, how fees work, what happens after a case is accepted. The blueprint’s gates and scripts still drive the actual intake; the knowledge base is there so the agent has a good, firm-approved answer when a caller asks something the flow doesn’t already cover.