Your agent answers best when it answers from your own information. The knowledge base lets you upload documents once and use them across phone, web voice and chat.
Supported files
TXT, PDF, DOCX, XLS, XLSX and CSV.
Upload and process
- Open KB (Knowledge Base) in the sidebar.
- Upload your files.
- Wait for processing to finish. Each file is split into chunks, embedded and indexed for search; the screen shows processing status, and View ingest details flags any text that could not be read, such as scanned PDF pages.
- Open your agent and choose which files it can use.
Different agents can use different files — for example, a sales agent with your price list and a support agent with your troubleshooting guide.
How the agent uses your documents
Narvin uses retrieval-augmented generation (RAG). When a caller asks something, it searches your indexed documents and gives the best matching passages to the language model, which answers from them. Chat can show sources; voice uses the same context.
Write documents for the phone
Callers ask short questions and expect short answers. Documents that work well:
- One topic per section with a clear heading — “Parking”, “Cancellation policy”, “Prices”
- Plain sentences rather than dense tables where possible
- Specific facts — “We are open 8am to 6pm, Monday to Friday” rather than “standard hours”
- Current information only — remove old price lists and expired offers
Spreadsheets work well for structured data such as listings, product lists or price tables. Keep column headings clear.
Keep it current
Re-upload a file whenever the information changes — new prices, opening hours or menus. Outdated documents are the most common cause of wrong answers.
Things the knowledge base should not hold
Avoid uploading personal data about customers or staff unless the agent genuinely needs it. The knowledge base is for business information the agent can share with callers.
Troubleshooting
- The agent says it does not know: check the file finished processing and is assigned to the agent, and that the answer is stated clearly in the document.
- The agent gives an old answer: remove the outdated file and upload the current version.
- Answers are too long: add an instruction such as “Answer in one or two short sentences”.