For your AI Voice Agent to deliver accurate and helpful responses, it needs access to the right information about your business—whether that’s details on products, services, or internal processes. On Dial.Plus, this is done by adding knowledge sources to your agent.
By supplying this knowledge, you empower your AI agent to handle customer inquiries, resolve issues, and represent your brand with the same confidence and accuracy as a well-trained human agent.
Why adding Knowledge matters
Your AI agent uses the knowledge you provide to:
- Understand your products or services.
- Answer frequently asked questions.
- Deliver accurate and consistent information.
- Increase customer satisfaction with meaningful, brand-aligned responses.
Note: Without relevant knowledge, your agent’s ability to respond effectively is limited.
How to add Knowledge
- Log in to your Dial.Plus account.
- Go to the Agents tab in the main dashboard.
- Select the agent you want to update.
- Open the Knowledge sub-tab.
- Click Add Knowledge.
Types of Knowledge you can add
You can expand your agent’s expertise using several formats:
- Files – Upload your documents, guides that your customers or team often reference in supported formats (.txt, .pdf, .doc, .docx, .md).
- Text Entries – Write custom explanations or answers directly in the platform.
- Reuse Existing Knowledge – Import knowledge from other agents to save time and keep answers consistent.
Tip: Combine different knowledge types to give your agent a well-rounded perspective and handle questions from multiple angles.
What happens after adding Knowledge?
Once you add and save the knowledge, your agent will immediately start using that information to:
- Answer customer questions during calls.
- Refer to specific details about your products, pricing, policies, or workflows.
- Provide a more intelligent, natural, and brand-aligned customer experience.
You can always return to the Knowledge tab to edit, remove, or add new sources as your business evolves.
Need help structuring your knowledge or deciding what to include? Contact our support team.