Knowledge Base

What it does

The Knowledge Base is where you give your AI receptionist factual information about your business. When a caller asks a question — your hours, what services you offer, how to reach someone, your pricing policy — the receptionist looks up the answer here and responds with what you have written. Without a Knowledge Base, the receptionist can only work from what it learns during the conversation, which means it may not be able to answer specific questions accurately.

You organize your Knowledge Base into sources: individual sections, each with a title and a body of text. For example, one source might be “Office Hours & Contact” and another might be “Services We Offer.” The receptionist can reference all of them when answering a caller.

How to get there

There are two ways to reach the Knowledge Base page:

Click Agent in the left sidebar, then select the Knowledge Base tab at the top of the page.
Go directly to the Knowledge Base page at /tenants/[your-account-id]/knowledge-base.

Step-by-step

Creating your first Knowledge Base

When you open the Knowledge Base page for the first time, you land directly in the creation flow. No existing Knowledge Base means no existing flow to navigate — the page is ready for you to build one.

Step 1 — Choose a template.

Two options appear on the left:

Company Template (briefcase icon) — pre-fills nine sections with placeholder text covering company basics, services, leadership, hours, common caller questions, conversation guardrails, and differentiators. This is the fastest way to get started. Replace the placeholder text with your real information.
Start from scratch (document icon) — opens a blank Knowledge Base with a single empty section. Use this if you want to build your own structure from the beginning.

Clicking either option immediately populates the section list. You can switch between them before you save without losing your work — but once you click Create Knowledge Base, you cannot switch.

Step 2 — Name your Knowledge Base.

At the top of the page, type a name in the field above the section list. The name is for your reference only — the receptionist does not say it out loud. “Company Knowledge Base” is the default when using the Company Template. The name is required and can be up to 40 characters.

Step 3 — Fill in your sections.

The middle column lists your sections by title. Click any section title to open it in the editor on the right. Each section has:

A title field at the top (shown in the section list)
A content area below where you write the actual information

Work through each section, replacing placeholder text with your real content. If a section does not apply to your business, delete it by hovering over its title in the list and clicking the trash icon. You cannot delete a section if it is the only one remaining.

To add a new section, click Add section at the bottom of the section list.

To reorder sections, hover over a section title and use the up and down arrow buttons.

Step 4 — Watch the character counter.

The lower right of the editor shows a running total: X / 8,000 characters used across all sections. This limit applies to the combined text across every section in your Knowledge Base — titles do not count toward it. When you get within 500 characters of the limit, the counter turns red. You cannot save a Knowledge Base that exceeds 8,000 characters total.

Step 5 — Save.

Click Create Knowledge Base at the bottom right. Sections with no title and no content are automatically skipped. At least one section with content is required.

Editing an existing Knowledge Base

Once your Knowledge Base is created, the page switches to the editor view. The section list is on the left and the selected section’s content is on the right.

Editing a section

Click any section title in the left sidebar to open it. Make your changes in the title and content fields. Changes save automatically after about one second of inactivity — you will see Saving… followed by Saved below the content area. You do not need to click a Save button.

If you close or navigate away while changes are pending, any unsaved edits are saved immediately before the page unloads.

Adding a section

Click Add section at the bottom of the left sidebar. A new blank section is created and selected. Give it a title and write your content.

Reordering sections

Hover over a section title in the left sidebar. Use the up arrow and down arrow buttons that appear to move the section up or down. The order you set here is the order the receptionist reads through when looking for an answer.

Deleting a section

Hover over a section title and click the trash icon. A confirmation dialog appears before anything is deleted. If the Knowledge Base has only one section, the trash icon is disabled — you must add another section first, or delete the entire Knowledge Base.

Deleting the entire Knowledge Base

The red Delete button in the page header opens a confirmation dialog with the warning: “This will remove it from your AI receptionist and cannot be undone.” Once deleted, the page returns to the creation flow and your receptionist will no longer have access to any of that content during calls.

Understanding the character counter in editor mode

While editing an existing Knowledge Base, the character counter in the section editor shows: X chars · Y remaining of 8,000 total. When fewer than 200 characters remain across your entire Knowledge Base, the counter turns red. The Knowledge Base header at the top of the page also shows the total: X / 8,000 characters used.

Tips

Specific, factual content works best. Write the way you would answer a caller on the phone. “Our office is open Monday through Friday, 9 AM to 5 PM Eastern. We are closed on federal holidays.” is far more useful than “We have flexible business hours.”
Use the “Common Caller Scenarios” section if you start with the Company Template. It lets you script exact Q&A pairs for the questions your callers ask most. The receptionist can reference these verbatim.
Put your most important content first. The receptionist works through your sections in the order they appear. Information at the top is read first.
The “AI Instructions” section in the Company Template is worth keeping. It tells the receptionist to answer only from the Knowledge Base and offer to take a message if a question is not covered. Delete it only if you have a specific reason to.
8,000 characters is roughly 1,200–1,500 words. That is enough for a thorough Knowledge Base covering hours, services, team, policies, and a Q&A section. If you find yourself approaching the limit, cut duplicated information across sections before trimming actual content.
Changes take effect on the next call. The receptionist loads your Knowledge Base at the start of each call. Saving a change does not affect any call already in progress.
You can only have one Knowledge Base per account. If you need to keep a backup of your content, copy it into a text file outside the platform before making significant edits.

Troubleshooting

I am getting an error when I try to save and my character counter shows I am under the limit.

The 8,000 character limit counts only the content (body text) of each section, not the titles. If the counter appears under the limit but you are still seeing an error, check whether a single section’s content alone is very long. Contact support at support@azumo.com if the error persists.

My receptionist is not using the Knowledge Base information when answering calls.

First, confirm your Knowledge Base was saved — open it and check that all sections show your content. Then check that the content is specific enough: if a caller asks “what are your hours?” and your Knowledge Base says “we have convenient hours,” the receptionist may not surface that as a useful answer. Rewrite the content to be direct and factual. Also confirm your receptionist is active by checking the Special Instructions page.

I deleted a section by accident.

Deletions are permanent. If you lost content you need, you will have to retype it. Going forward, keep a copy of important content in a text file outside the platform.

The “Create Knowledge Base” button is not doing anything.

Check that at least one section has both a title and content filled in. Sections that are completely empty are silently skipped, and if all sections are empty the form will not submit. Also confirm the name field at the top is not blank.

I see a message that says my account already has a Knowledge Base, but I cannot see it.

Refresh the page. If the editor still does not appear, contact support at support@azumo.com.

The auto-save shows “Save failed.”

This usually means a temporary connection issue. Try editing the field again — the auto-save will retry. If the error persists, reload the page (your most recently saved version will load) and re-enter your changes.

Special Instructions — manage your receptionist’s behavior, voice, and special instructions
Pronunciations — teach the receptionist how to say company names, proper nouns, and industry terms
Call History — review transcripts to see how the receptionist used your Knowledge Base content in real calls

Contacts Special Instructions