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What are Knowledge Base documents?

Alongside property lists, the Knowledge Base holds documents — the reference material your agent needs that isn’t a listing. Think office policies, storage or strata information, pricing sheets, rental application steps, onboarding guides, or a plain FAQ. You upload a document once, add it to a knowledge list, and any agent attached to that list can answer callers’ questions from it. When a caller asks something your document covers, your agent draws the answer straight from the document during the call.

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Uploading a document

  1. In the Knowledge Base, open the Documents tab (below your knowledge lists).
  2. Drag a file onto the upload area, or click Add Document to choose one.
  3. Wait for processing to finish — the document shows a brief Processing state, then becomes ready to use.
Supported file types: Markdown (.md), plain text (.txt), Word (.docx), and PDF (.pdf).
Markdown is the best format for content you write yourself — FAQs, policies, process notes. Its headings and lists give your agent clean structure to answer from. Export or save your document as .md and upload it like any other file.

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Adding documents to a Document list

Documents reach your agent through a Document list. A knowledge list is one type or the other — a Property list holds property listings, a Document list holds documents — so you group your documents into their own list.
  1. In the Knowledge Base, click Create New List.
  2. Set List Type to Document list.
  3. In the Documents section, select the documents you want to include.
  4. Name the list and save it.
Any agent attached to that list will now use those documents on calls. To attach a list to an agent, open the agent’s settings and add the list under its Knowledge — Document lists and Property lists both appear there.
A list’s type is fixed once it’s created. If you need to switch between properties and documents, create a new list of the other type.

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Keeping a document up to date

If the source content changes — new pricing, updated office hours, a revised policy — upload the corrected file and add it to the list in place of the old one. Your agent references the current version on its next call. Removing a document from a list stops your agent using it, without deleting the document itself, so you can re-add it later.

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Where documents appear

  • Documents tab — every document in your workspace, with its processing state, lives here.
  • Inside a list — the documents you’ve added to that specific list.
Uploading a document doesn’t put it in front of an agent on its own — it becomes available to an agent only once it’s added to a list that agent is attached to.

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Need help?

If a document isn’t answering the way you expect, check that it finished Processing, that it’s added to a list, and that the list is attached to the agent taking the call. Still stuck? Contact support and we’ll take a look.