> ## Documentation Index
> Fetch the complete documentation index at: https://blackbox.dasha.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Connect Your Agent to Knowledge Bases

> Connect your Dasha BlackBox voice agent to knowledge bases for accurate, real-time information retrieval. Your agent searches documentation, FAQs, and product manuals instead of relying on memory—this approach (Retrieval-Augmented Generation/RAG) reduces hallucinations. Update your docs and your agent immediately knows the latest information.

Ground your agent in factual data. Connect knowledge bases so your agent searches documentation, FAQs, and product manuals — reducing hallucinations and staying current.

**What you'll learn:** Knowledge base setup, document formats, RAG configuration, and update workflows.

## Why Use Knowledge Base Integration?

### Reduce Hallucinations

Language models sometimes generate plausible-sounding but incorrect information. Knowledge base integration grounds responses in factual data, dramatically reducing false or misleading answers.

### Always Current Information

Product details, pricing, policies, and procedures change. Knowledge bases can be updated instantly, ensuring agents always provide current information without retraining.

### Domain Expertise

General language models lack specialized knowledge about your specific products, services, or business. Knowledge bases provide domain-specific expertise.

### Verifiable Answers

Responses based on documentation can be traced back to source material, important for compliance, quality assurance, and trust.

### Handling Complex Queries

Detailed technical questions, multi-step processes, or nuanced policies are better handled by retrieving exact information than relying on model knowledge.

## How to Configure Knowledge Base Integration

### Step 1: Create or Upload Knowledge Bases

Before integrating with agents, you need knowledge bases in your Dasha BlackBox account:

1. Navigate to **Knowledge Bases** in your dashboard
2. Click **Create Knowledge Base**
3. Upload documentation, FAQs, or content (must be in Markdown format)
4. Process and index the content

Knowledge bases can contain:

* Product documentation
* FAQs and help articles
* Company policies
* Technical manuals
* Training materials
* Process documentation

### Step 2: Enable Knowledge Base Integration

1. Open your agent's configuration
2. Navigate to the **Features** tab
3. Find **Knowledge Base Integration** and toggle it on

### Step 3: Select Knowledge Bases

Choose which knowledge bases this agent can access:

1. Use the search/filter to find knowledge bases
2. Click checkboxes to select relevant bases
3. Selected knowledge bases appear as removable chips
4. Agent can search all selected knowledge bases during conversations

**Best practice:** Only connect knowledge bases relevant to the agent's purpose. Don't give support agents access to internal HR policies they'll never need.

### Step 4: Test Knowledge Retrieval

Make test calls asking questions that should be answered from knowledge bases:

1. Ask specific factual questions from your documentation
2. Verify agent retrieves and uses correct information
3. Ask edge cases or ambiguous questions
4. Ensure agent handles "not found" scenarios gracefully

## Configuration Examples

<Accordion title="Example: Customer Support Agent">
  ```json theme={"theme":{"light":"github-light","dark":"github-dark"}}
  {
    "knowledgeBaseIntegration": "enabled",
    "connectedKnowledgeBases": [
      "Product Documentation (v2.4)",
      "FAQs - Common Issues",
      "Warranty and Returns Policy",
      "Troubleshooting Guide"
    ]
  }
  ```

  **Rationale:** Support agent needs product details, common solutions, policies, and troubleshooting steps.
</Accordion>

<Accordion title="Example: Sales Agent">
  ```json theme={"theme":{"light":"github-light","dark":"github-dark"}}
  {
    "knowledgeBaseIntegration": "enabled",
    "connectedKnowledgeBases": [
      "Product Catalog",
      "Pricing and Plans",
      "Competitive Comparison Guide",
      "Case Studies"
    ]
  }
  ```

  **Rationale:** Sales agent needs product information, pricing, competitive positioning, and social proof.
</Accordion>

<Accordion title="Example: Appointment Scheduling">
  ```json theme={"theme":{"light":"github-light","dark":"github-dark"}}
  {
    "knowledgeBaseIntegration": "enabled",
    "connectedKnowledgeBases": [
      "Service Descriptions",
      "Location and Hours",
      "Preparation Instructions"
    ]
  }
  ```

  **Rationale:** Scheduling agent needs service details, availability information, and instructions for appointments.
</Accordion>

<Accordion title="Example: Technical Support">
  ```json theme={"theme":{"light":"github-light","dark":"github-dark"}}
  {
    "knowledgeBaseIntegration": "enabled",
    "connectedKnowledgeBases": [
      "Technical Documentation",
      "API Reference",
      "Known Issues and Workarounds",
      "System Requirements"
    ]
  }
  ```

  **Rationale:** Technical support needs detailed technical information, API details, known problems, and requirements.
</Accordion>

## Common Use Cases

### Product Support

**Knowledge Bases:** Product documentation, troubleshooting guides, FAQs
**Queries:** "How do I reset my password?", "What are the system requirements?", "Why isn't feature X working?"

### Policy Information

**Knowledge Bases:** Return policies, warranty information, terms of service
**Queries:** "What's your return policy?", "How long is the warranty?", "Can I cancel my subscription?"

### Appointment Information

**Knowledge Bases:** Service descriptions, preparation instructions, location details
**Queries:** "What should I bring to my appointment?", "Where is your office located?", "What does the consultation include?"

### Technical Support

**Knowledge Bases:** API documentation, technical specifications, known issues
**Queries:** "What's the syntax for this API call?", "What version supports feature X?", "Is there a known issue with Y?"

### Billing and Account Questions

**Knowledge Bases:** Billing FAQs, plan descriptions, account management guides
**Queries:** "How do I update my payment method?", "What's included in the pro plan?", "Why was I charged?"

## Knowledge Base Content Best Practices

<Accordion title="Structure">
  Use clear headings and sections:

  ```markdown theme={"theme":{"light":"github-light","dark":"github-dark"}}
  # Password Reset

  ## How to Reset Your Password

  1. Go to the login page
  2. Click "Forgot Password"
  3. Enter your email address
  4. Check your email for reset link
  5. Follow the link and create new password

  ## Troubleshooting

  ### I didn't receive the reset email

  Check your spam folder. If still not found, contact support at...

  ### The reset link expired

  Links expire after 24 hours. Request a new reset link.
  ```
</Accordion>

### Write for Voice

Knowledge bases used by voice agents should be conversational:

**Good:**
"To reset your password, go to the login page and click Forgot Password. Enter your email address, and we'll send you a reset link within a few minutes."

**Less Good:**
"Password Reset Procedure: 1) Navigate to auth interface 2) Select passwd recovery option 3) Submit email addr for verification token delivery"

<Accordion title="Include Variations">
  Include different ways people ask the same question:

  ```markdown theme={"theme":{"light":"github-light","dark":"github-dark"}}
  # Shipping Time

  **Question:** How long does shipping take?
  **Also asked as:**
  - When will my order arrive?
  - What's your delivery time?
  - How fast is shipping?

  **Answer:** Standard shipping takes 5-7 business days...
  ```
</Accordion>

### Keep Updated

Set review schedule:

* Critical information (pricing, policies): Monthly review
* Product documentation: Review with each release
* FAQs: Add new questions as they arise
* Seasonal information: Update before relevant periods

## Monitoring and Optimization

### Key Metrics

* **Retrieval success rate** - How often does agent find relevant information?
* **Answer accuracy** - Are retrieved answers correct?
* **Knowledge base usage** - Which bases are accessed most frequently?
* **Failed queries** - What questions couldn't be answered?
* **Caller satisfaction** - Are callers happy with answers provided?

### Improvement Process

1. **Monitor failed queries**: Track questions where agent couldn't find information
2. **Identify gaps**: What content is missing from knowledge bases?
3. **Add content**: Create documentation for common unanswered questions
4. **Refine existing content**: Improve content that retrieves poorly
5. **Test improvements**: Verify new content retrieves correctly
6. **Repeat**: Continuous improvement based on usage data

### Content Quality Signals

**Good retrieval** (agent easily finds correct information):

* Well-structured content with clear headings
* Comprehensive coverage of topic
* Uses common terminology and phrasing
* Includes examples and variations

**Poor retrieval** (agent struggles to find information):

* Vague or unclear content
* Missing common questions
* Uses jargon without explanation
* Poorly organized or fragmented information

## Technical Considerations

### Supported Formats

Currently, knowledge bases must be uploaded in **Markdown format** (.md files). Your documentation, FAQs, and content should be formatted as Markdown documents for upload.

### Vector Embeddings

Knowledge bases use semantic embeddings:

* Content is converted to vector representations
* Searches find semantically similar content (not just keyword matches)
* "How do I reset my password?" matches "Password recovery process"

### Update Latency

After updating knowledge bases:

* Changes typically propagate within minutes
* Re-indexing may be required for large updates
* Test retrieval after significant changes

### Context Limits

Retrieved information consumes agent context:

* Agents balance between conversation history and retrieved content
* Very long knowledge base passages may be truncated
* Focus on concise, relevant content for best results

## Troubleshooting

### Problem: Agent Doesn't Use Knowledge Base Information

**Solution:** Verify knowledge base integration is enabled and bases are selected. Check knowledge base actually contains relevant information. Update system prompt to encourage knowledge base usage: "Search knowledge bases for factual information before answering questions."

### Problem: Agent Retrieves Wrong Information

**Solution:** Review knowledge base organization. Ensure content has clear context and isn't ambiguous. Improve headings and structure. Consider splitting overly broad knowledge bases into focused ones.

### Problem: Agent Can't Find Information That Exists

**Solution:** Improve content searchability with clearer headings, better keywords, and question variations. Ensure content is indexed (re-index if needed). Use language similar to how callers ask questions.

### Problem: Retrieved Information is Outdated

**Solution:** Implement knowledge base update process. Review and refresh content regularly. Set up alerts for content age. Consider version control for documentation.

### Problem: Too Many Knowledge Bases Confuse Agent

**Solution:** Reduce number of connected bases. Combine related bases. Only connect bases directly relevant to agent's purpose. Use more focused, purpose-built knowledge bases.

## Next steps

<CardGroup cols={2}>
  <Card title="Tools & Functions" icon="screwdriver-wrench" href="/docs/create/tools-and-functions">
    Extend agent capabilities beyond knowledge bases
  </Card>

  <Card title="Post-Call Analysis" icon="chart-line" href="/docs/advanced-features/post-call-analysis">
    Extract insights from conversations
  </Card>

  <Card title="Language Switching" icon="language" href="/docs/advanced-features/language-switching">
    Multi-language knowledge base support
  </Card>

  <Card title="MCP Connections" icon="plug" href="/docs/create/mcp-connections">
    Connect to external data sources
  </Card>
</CardGroup>