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Knowledge Base Beginner 6 min read

Business Domain Documents

Connect operational information and business knowledge to your agent, the foundation for answering questions about how your business operates.

Overview

Business Domain Documents include various types of operational content that your staff would typically know:

  • Company policies and procedures
  • Objection handling guides
  • FAQ documents
  • Terms of service
  • Delivery and return policies

Business knowledge integrations

Business Links. Add URLs to specific web pages you want to use for searching business data. This provides a search_website tool (search engine over the specified page) and a get_page_detailed_data tool to retrieve information from a specific page.

Business Files. Upload files directly to your knowledge base, up to 15 files, 7 MB each, in DOC, DOCX, PDF, HTML or JSON. Note: once uploaded you have limited control, it is a one-time upload.

Business Documents (recommended). The most flexible option, connect multiple Google Docs. Requirements: must be native Google Docs format; Microsoft Word files (DOCX) stored in Google Drive are not supported and must be converted to Google Docs first; you can multi-select several docs at once.

Configuration steps

To connect Business Documents:

  1. Select your Google Docs files (use multi-select for multiple files)
  2. Click Select to confirm your choices
  3. Specify the document language
  4. Click Save to process the documents

Managing your documents

After setup you will see several management options:

  • Refresh, updates the knowledge base if you changed the source documents
  • Revoke, completely removes the document connection from your knowledge base

How it works

Once your business documents are processed:

  1. Automatic context, when customers ask business-specific questions, the agent automatically receives relevant context from your documents
  2. No additional setup, after processing completes, no further action is required
  3. Intelligent retrieval, the system finds and provides relevant information before the agent responds

Best practices

  1. Use Google Docs format, ensure all documents are native Google Docs for best compatibility
  2. Organize content, structure docs into small paragraphs to avoid force chunking of big paragraphs
  3. Regular updates, use Refresh when you update source documents
  4. Language selection, choose the correct language for optimal search and retrieval
  5. Document quality, well-formatted documents with clear information give the agent better context