The knowledge base is where you enter practical information about your business (hours, prices, return policy, procedures, etc.) so your voice assistant can answer directly, without ever making up an answer.
TABLE OF CONTENTS
1. Where to find it
2. Add information manually
3. Import documents automatically
4. Track your imports
5. Change history
6. Writing your sections well
7. Frequently asked questions
1. WHERE TO FIND IT
In the left menu, under Company, click on Knowledge base. The page has three tabs:
- Sections: to manage content manually.
- Imports: to generate this content automatically from your documents.
- History: to track each modification.
Who has access?
This tab is only visible to administrators, super-administrators and developers — and only if the "knowledge base" module is enabled on the currently selected version (dev or prod). If it's missing, ask your technical team to enable it.
2. ADD INFORMATION MANUALLY
In the Sections tab, each piece of information is organized in a "section": a topic, with a name, a summary and content. Click Add a section to create one.
The fields of a section:
- Name: The exact subject of the section. This is what the assistant uses to know where to look (e.g. "Opening hours", "Return policy").
- Summary: A short list of keywords that describes what the section covers. Not a sentence, just enough to guide a search.
- Content: The information itself, as the assistant should present it (exact hours, phone number, procedure steps…).
- Enabled: Disable a section to keep it in reserve without deleting it. The assistant won't use it while it's disabled.
Section management:
- To modify or delete a section, open it and use Edit or Delete.
- A deleted section stays in the trash for 30 days — you can restore it anytime during this period.
- The search bar at the top of the page filters sections by name, summary, or content.
Limit: A knowledge base can contain up to 100 active sections.
3. IMPORT DOCUMENTS AUTOMATICALLY
Already have your schedules, FAQ, or terms in a file? Drop it and an AI assistant will draft the sections for you, creating, modifying, or deleting what's needed. You always stay in control to verify before anything is applied.
The 4 steps of import:
1. Drop your files: Accepted formats: .txt, .csv, .json, or .xlsx (up to 10 files of 10 MB each).
2. Choose the language: The language in which the sections will be written. You can add an optional instruction.
3. Review the suggestions: Each proposed section is marked as Created, Modified, Deleted, or Unchanged.
4. Apply: Nothing is saved until you validate.
The instruction (to guide generation):
An optional field lets you specify what the AI should prioritize. For example: "ignore pricing, it changes too often" or "focus on the return procedure". This instruction will be taken into account at each step of the generation.
Reviewing the suggestions:
Once the analysis is complete, each proposed section has a label: Created, Modified, Deleted, or Unchanged.
- A suggestion doesn't work for you? Click Discard next to it (it will be ignored without affecting the rest of the import).
- Once satisfied, click Apply to save the remaining changes to your knowledge base.
Change your mind:
As long as the import hasn't been applied, you can redo it differently:
- Interrupt: Stops an import still being generated.
- Discard: Rejects an import already ready to be reviewed, without applying it.
- Retry: Reuses the same files with a modified instruction to generate a new proposal.
If a conflict appears:
If your knowledge base has changed in the meantime (for example, another import applied just before), it's possible that two sections end up with the same name. A clear message will indicate which one, and will offer you the option to abandon the suggestion in question or to restart the import so it regenerates its proposal based on the current state.
4. TRACKING YOUR IMPORTS
The Imports tab lists all imports launched on this agent. Click View to reopen an import (even if already applied) and view the details of what was proposed.
Status | Date | Launched by | Instruction
--------------------------------------------------------------------------------
Applied | 28 Jul. 2026 | [email protected] | —
To verify | 29 Jul. 2026 | [email protected] | Ignore pricing
5. MODIFICATION HISTORY
The History tab traces every creation, modification, deletion, or restoration of a section (who did it and when), whether it comes from a manual modification or an applied import.
It's very useful for understanding where a change came from or for finding the name of a section that was accidentally deleted.
6. WRITING YOUR SECTIONS WELL
The assistant chooses a section by comparing the customer's question to its name and summary. The more precise they are, the more accurate the response.
DO:
- Use a concrete name per topic: "Store Hours", "Shipping Fees", "Warranty Procedure".
- Provide content that gives the actual information (hours, number, steps) and not a description of what the section contains.
AVOID:
- Catch-all sections like "Miscellaneous", "Other Information" or "Special Cases": a specific question will never find them.
7. FREQUENTLY ASKED QUESTIONS
How many sections can I have?
100 active sections maximum per agent. Disabled or deleted sections do not count toward this limit.
Can an import modify sections I created manually?
Yes. The AI takes into account your entire current knowledge base (whether it was written manually or by a previous import) and proposes updates that are consistent with what already exists.
What happens if I close the window during generation?
Nothing is lost: a banner reappears at the top of the Sections tab so you can resume or stop the import in progress.
Who can see and modify the knowledge base?
The agent's administrators and developers — and only for agents where developers have enabled the knowledge base.
Have a question that you can't find the answer to here?
Feel free to contact your diago team via the Help Center button at the bottom left of your back office.
