Knowledge Base for Exotel VoiceBot

6 min

The Knowledge Base feature empowers your VoiceBot to provide accurate, context-aware responses by training it on your specific business data. Instead of relying on generic information, the bot "reads" your uploaded documents, such as FAQs, product manuals, or policy guides, to answer customer queries with precision.

Supported File Types and Limits

To ensure optimal performance and training quality, please adhere to the following technical specifications:

Supported Formats

PDF (.pdf) – Best for structured documents and manuals.

Microsoft Word (.docx) – Standard text-based documents.

Text (.txt) – Simple, unformatted text files.

Excel (.xlsx) – Useful for tabular data or structured FAQs.

Size and Quantity Limits

Resource Type	Maximum File Size	Additional Constraints
PDF Files	50 MB	Maximum of 500 pages per file.
Word (.docx)	50 MB	Best for text-heavy resources.
Text/Other	10 MB	Standard limit for most other text formats.

Note: For documents containing complex tables or images, ensure the text is selectable (not a scanned image) to allow the AI to extract information effectively.

Step-by-Step Guide: Setting Up Your Knowledge Base

Follow these steps to upload resources and train your VoiceBot.

Step 1: Access the Knowledge Base Tab

Navigate to Build Bot from the left-hand sidebar.

Select the Knowledge Base tab located in the top navigation bar of the "Edit Bot" section.

Step 2: Add a New Resource

Click the + Add or Update Resource button.

An Upload Resource panel will appear on the right side.

Name your Knowledge Base: * Select "Create a new Knowledge Base..." from the dropdown if this is your first time.

Enter a descriptive name (e.g., “Debit Card Docs” or “Refund Policies”).

Step 3: Upload Documents

Click Browse or Drag & Drop your files into the upload area.

You can upload multiple files at once. You will see a list of the files you’ve selected (e.g., debit_card_features.pdf, debit_card_fee.pdf).

Review the file names and click the Train button at the bottom of the panel.

Step 4: Monitor Training Status

Once you click Train, the resource will appear in the main Knowledge Base table.

Check the Status column:

Processing: The system is currently reading and indexing your files.

Trained: The resource is ready! Your bot can now use this information in live conversations.

The Last Trained column will show the exact timestamp of the update.

Managing Your Resources

Search: Use the search bar to quickly find specific documents by name.

Filter: Filter your resources by Date or Status to manage large libraries.

Actions: Click the three-dot menu next to any resource to download, update, or delete it.