Your Playbooks. Searchable.
Coaching That Matches Your Policies.
Generic AI coaching that contradicts your actual processes is worse than no coaching at all. The Knowledge Base lets you upload your playbooks, scripts, and compliance documents so that every AI answer — and every coaching recommendation — stays anchored to how your team actually works.
Upload Your Playbooks
Upload call scripts, process documents, compliance manuals, objection guides, and training materials. Supported formats include PDFs, Word documents, and plain text — as well as manually typed entries.
Plain-Language Search
Agents search the Knowledge Base using natural language — "what do I say when a customer asks about the early termination fee?" — and get answers grounded in your actual documents, not generic AI responses.
AI-Grounded Answers
The AI answers are sourced from your uploaded content. If a document says X, the answer will say X — with a reference to the source entry so agents can verify and managers can trust the response.
Company-Scoped
Your Knowledge Base is private to your company. Entries, documents, and search results are visible only to your team — never shared across organizations on the platform.
Role-Based Visibility
Admins control which entries are visible to agents vs. restricted to managers and admins. Sensitive internal documents stay internal.
Coaching Grounded in Your Policies
When coaching is generated for a call, it references your Knowledge Base entries to ensure the guidance aligns with your specific processes — not generic best practices.
Why Grounded AI Matters in a Call Center
A general-purpose AI will give a general-purpose answer. But your business has specific offers, specific compliance rules, specific objection responses, and specific escalation paths that differ from every other company on the platform.
When the Knowledge Base contains your actual documentation, the AI coaching feedback tells agents to follow your save script — not a generic retention script. It references your discount structure. It flags when a call missedyour required compliance disclosure. That specificity is what makes coaching actionable rather than advisory.
What to Put in Your Knowledge Base
Opening greetings, product explanations, objection responses, save scripts, and closing sequences.
Required disclosures, prohibited language lists, regulatory mandates relevant to your industry.
When to escalate, who to escalate to, and what language to use when handing off a difficult call.
Current pricing, promotion terms, plan features, and add-on eligibility rules.
Onboarding guides, product FAQs, common issue resolution playbooks.
AI Coaching That Knows Your Business
Book a demo and we'll show you how the Knowledge Base grounds scoring and coaching in your actual playbooks — not generic AI best guesses.
Request a DemoAvailable on all plans. Admins manage content; agents search.