How your agent searches the knowledge base
When a customer asks a fact, the agent doesn't read every document. It searches for the few pieces that best match the question, then answers from those. Knowing how this works helps you write content it finds.
Find it: Sidebar → Agents → open an agent → Knowledge (which libraries it searches) and Skills → Answers → Search knowledge base
What happens on each question
Priya Sharma asks Brightway on WhatsApp: "Do you clean sofas on Sundays?"
- The agent decides it needs a fact, and searches.
- Voxido compares the question with your content by meaning (so "Sunday" also finds "weekends") and by exact words (so "sofa cleaning" finds that exact line).
- It returns the best 5 pieces (the agent can ask for up to 10).
- The agent reads them and answers in its own words. It doesn't show the documents to the customer.
It only searches the libraries switched on in this agent's Knowledge section, and only documents that show Indexed.
Phone calls vs chat
On WhatsApp and chat, the agent needs the Search knowledge base skill on (it's on for new agents). On phone calls, the agent can search as soon as a library is switched on. For faster phone answers, see Pre-fetch knowledge base in Advanced settings.
When nothing is found, the agent doesn't guess
If the search finds nothing useful, the agent is told plainly: don't invent an answer. It should say it will check, or hand over to a person. A made-up answer ("Yes, we're open on Sundays!") is worse than "Let me check with the team."
Each time this happens, the question is saved for review. You'll find it in Sidebar → Knowledge → Questions to review. See Review questions your agent couldn't answer.
Test a question yourself
- Go to Sidebar → Knowledge → Files tab. You'll see: an Is it covered? box: "Type a guest question to see which sources mention it."
- Type a question, for example "Do you work on Sundays?". You'll see: "Found in N sources" with the matching documents, or "Nothing mentions this yet." with a hint to add an answer.
This box matches document names, text and FAQ drafts. It's a quick check, not the exact search the agent runs. For the real thing, ask the agent in Try it live.
Write content the agent finds easily
| Do | Why |
|---|---|
| One topic per document ("Prices", "Cancellation policy") | The right piece comes back, not a mix. |
| Keep each fact short (a few lines) | Text is cut into pieces of about 800 characters. A long fact may be split. |
Use headings (#, ##) in text and website pages | Pages are split at headings first, so each section stays whole. |
| Use the words customers use ("refund", "money back") | Exact-word matching finds them. |
| Put the answer next to the question in FAQs | The piece that matches the question also holds the answer. |
| Use one clean table per tab in Google Sheets | Each row becomes its own piece, labelled by your headers. |
Before / after
- Before: "Our pricing, which varies by apartment size and other factors, is available on request, though generally deep cleaning for a 2BHK is ₹3,499 except on weekends…"
- After: "## Deep cleaning prices — 2BHK: ₹3,499 on weekdays, ₹3,999 on weekends."
Common problems
The agent says "let me check" for something that's in my documents. Check the library is switched on for the agent, the document is Indexed, and (on chat) Search knowledge base is on. Then make the fact shorter and add a heading.
The agent mixes up two prices. Two documents say different things. Remove the old one.