Additional knowledge files
Additional knowledge files extend a campaign's factual basis and are captured as the campaign state at campaign start.
Last reviewed: 2026-07-22
What additional knowledge files are for
Besides structured entries such as FAQs and context texts, you can provide additional knowledge files as a supplementary factual basis. Such files extend the knowledge the voice agent draws on for questions, for example with more detailed background on your offer.
Additional files replace neither the script nor the campaign-specific details. They serve as a supplementary source of facts, not as a means of steering the flow of the conversation.
Preparing content sensibly
For the agent to use information from files reliably, preparation matters:
- Keep files clearly structured by topic.
- Avoid duplicating FAQs or context texts you have already stored.
- Make sure the content does not contradict your other knowledge.
- Remove outdated passages before you provide a file.
The clearer a file is structured, the more reliably the agent finds the right information.
Approval and campaign state
For a campaign, the approved knowledge is captured as the campaign state at start. This makes it traceable on which factual basis a campaign was run. What is saved at start is described in what is saved at campaign start.
Later changes to files do not apply retroactively to campaigns that have already started. For how to adjust knowledge afterwards, see changing knowledge after campaign start.
Hinweis: Review files carefully before providing them. Contradictory content across different sources makes it harder for the agent to give a clear answer.