> ## Documentation Index
> Fetch the complete documentation index at: https://docs.firetone.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge base

> What your AI agents may tell callers, and nothing else.

Your AI agents answer **only** from the knowledge base and from what the caller
tells them. Anything that is not in it, they say they don't have, then offer to
connect the caller to a person or arrange a callback (see
[when it doesn't know](/tenant/ai/virtual-agents#when-it-doesnt-know)). They never
use general knowledge of products or prices, and never mention or recommend
another company.

<Warning>
  With an empty knowledge base, an agent tells callers it has no information
  about your products, prices or policies. Add what you want said before you
  put an agent on a live number.
</Warning>

## What goes in

**Knowledge base** in the sidebar (operators: choose the organisation in the page header first):

|                       |                                                                                                                                                                                |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Write an article**  | Plain text: prices, hours, services, a procedure                                                                                                                               |
| **Add an FAQ**        | A question and its answer, the way callers ask it                                                                                                                              |
| **Upload a document** | PDF, Word (.docx), text or Markdown, 10 MB or less. The text is kept (up to 200,000 characters); a scanned PDF with no text is refused. Check the extracted text with **Edit** |
| **Add web pages**     | Up to 10 of your own site's pages at a time. Their readable text is kept; menus, headers and footers are left out. **Fetch again** updates a page that changed                 |

Keep it to what you would want said to a customer. An article can be switched
off without deleting it.

## How an agent uses it

The bar at the top shows the size of everything switched on:

* **Up to 24,000 characters** (about ten pages): the agent reads all of it
  before each call. This is the most reliable, so keep the knowledge base
  focused.
* **Over that**: the agent is given the article titles and searches the
  knowledge base for each question before it answers. **Try a question** runs
  that same search, so what it finds is what the agent would find. When
  nothing matches, the agent says it doesn't have that information.

Each agent uses everything by default. In its profile, under **Knowledge**,
you can choose particular articles instead: a sales agent that knows the price
list, a support agent that knows the troubleshooting guides.

Every search an agent runs is in the call's trace, with what it found.