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Prerequisites

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Why attach a knowledge base?

By default, a voice agent answers based solely on its system prompt and the LLM’s training data. For product-specific questions, the agent may hallucinate incorrect details or say it doesn’t know. Attaching a knowledge base enables Retrieval-Augmented Generation (RAG): before the LLM responds, Swiftsell searches your knowledge base for relevant content and injects it into the LLM’s context. This means the agent can give accurate, up-to-date answers drawn directly from your documentation, FAQs, or product data. Example: A caller asks “Do you offer free shipping on orders over $50?” — with a knowledge base containing your shipping policy page, the agent retrieves the relevant section and answers accurately.

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Attach a knowledge base to an agent

  1. Open the voice agent and go to the Knowledge Base tab.
  2. From the dropdown, select the knowledge base you want to attach.
  3. Click Save.
One knowledge base can be attached per agent. To change it, select a different knowledge base from the dropdown and save again.

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How retrieval works

When a caller’s message arrives:
  1. Swiftsell performs a semantic search against the attached knowledge base.
  2. The most relevant chunks (passages from your sources) are retrieved.
  3. Those chunks are prepended to the LLM’s context as reference material.
  4. The LLM generates a response grounded in that material.
The agent does not recite chunks verbatim — it synthesises them into a natural spoken response.

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Tips for good retrieval results

Write clear, factual source content. The knowledge base is only as good as what you put in it. Well-structured FAQs and product pages retrieve better than dense legal documents. Keep sources up to date. If your pricing or policies change, re-crawl the relevant pages or re-upload the file. Stale content leads to incorrect answers. Test with real questions. After attaching the knowledge base, call the agent and ask the kinds of questions your customers actually ask. Review the transcript to see whether the retrieved content was relevant. Combine with system prompt guidance. Tell the agent in the system prompt to prefer the knowledge base for specific topic areas: 
When answering questions about our products, pricing, or policies, rely on the
knowledge base content provided. If the knowledge base doesn't contain a relevant
answer, say "I don't have that information on hand, but I can have someone follow
up with you."