The Knowledge Base (KB) is a collection of content your agent can reference during a live call to answer questions about your business — pricing pages, service descriptions, policies, anything that helps the agent be accurate. You'll find it under Optimize → Knowledge Base.
This article covers the Knowledge Base only. For short, hand-curated Q&A pairs your agent can read out, see Setting your business details, terminology, and FAQs. For what your agent remembers about callers (not your business), see Setting up Customer Service and Customer Memory. Both live in Configuring Your Agent.
Plan requirement: Knowledge Base is available on the Growth plan and above. On Free or Starter, the section is visible but locked, and you'll see a "Growth plan or higher required" message. Upgrading unlocks editing immediately, and downgrading later doesn't delete anything (more on that below).
There's no master on/off toggle for the Knowledge Base — adding any content makes it available to your agent. The page has three sections, each with its own list of items.
Text snippets
Text snippets are paragraphs you write directly. Use them for facts that don't live on a website or in a document — pricing tiers, hours summaries, frequently quoted policy text.
Each snippet has:
Title — must be unique within your Knowledge Base.
Content — free-form text.
You can have up to 10 text snippets.
Websites
Add a website URL and CoreReach pulls the content for your agent to use. URLs are validated when you tab out of the field — invalid ones show an inline error.
A few things to know:
You can add up to 10 websites.
Auto-refresh is on by default. CoreReach periodically re-checks your linked websites so the agent's answers stay aligned with the live content. There's no per-website refresh toggle or refresh-history surfaced in the UI today.
If a site can't be scraped (404, blocked by robots, or otherwise unreachable), the failure is logged server-side. There's no per-site error shown in the UI, so if your agent isn't using a site's content, double-check that the site is publicly accessible.
Files
Upload documents your agent should reference — PDFs, Word docs, plain text, and more.
You can have up to 10 files, each up to 50 MB.
Supported file types:
.bmp,.doc,.docx,.eml,.epub,.heic,.html,.jpeg,.png,.md,.msg,.odt,.org,.p7s,.pdf,.ppt,.pptx,.rst,.rtf,.tiff,.txt,.xml.Click Add File to open a file picker. You'll see a progress bar during upload and "Processing files..." while indexing happens.
Files can't be edited in place. To replace one, delete the old version and upload the new one.
How your agent uses the Knowledge Base on a call
When a caller asks a question, your agent searches the Knowledge Base in real time and uses what it finds. There's no manual selection — anything you've added is fair game.
Lookup speed depends on how much content is in your KB. Very large or slow-to-scrape websites can introduce a brief pause in the agent's response, so it pays to keep the Knowledge Base focused on content the agent will actually use.
What happens if you downgrade
If you downgrade from Growth and above to Starter or Free, your existing KB content is preserved but inaccessible — you'll see the "Growth plan or higher required" message and your agent will stop using the Knowledge Base on calls. Upgrading back to Growth and above restores access immediately with all your content intact. Nothing is deleted automatically.