***

title: Knowledge Base Overview
description: >-
Learn how to use the Knowledge Base to give your agent the information it
needs to help callers.
----------------------

# Knowledge Base Overview

The Knowledge Base is how you teach your Gail agent about your business, products, and procedures. A well-built knowledge base enables your agent to answer questions accurately and naturally.

## How It Works

1. **You add content** - Upload documents, add URLs, or input structured data
2. **Gail processes it** - Content is indexed and optimized for retrieval
3. **Agent uses it** - During calls, the agent searches the knowledge base to answer questions

## Content Types

Gail supports multiple content types:

* **Documents** - PDFs, Word docs, text files, and other documents
* **Web Pages** - URLs and website content that you want Gail to reference
* **Structured Data** - FAQs, product catalogs, and procedures in a structured format

## Best Practices

### Keep It Current

Regularly update your knowledge base to ensure accuracy. Outdated information leads to incorrect answers.

### Be Specific

The more specific your content, the better the agent can answer questions. Include:

* Exact procedures and steps
* Specific product details
* Common variations of questions

### Organize Logically

Group related content together. This helps both you manage it and the agent retrieve it.

### Include FAQs

If you have existing FAQs, add them! They're perfect for knowledge bases because they're already in Q\&A format.

## Knowledge Base Limits

| Plan         | Documents | Web Pages | Storage   |
| ------------ | --------- | --------- | --------- |
| Starter      | 50        | 100       | 1 GB      |
| Professional | 500       | 1,000     | 10 GB     |
| Enterprise   | Unlimited | Unlimited | Unlimited |

## Monitoring Usage

Track how your knowledge base is being used:

* **Query volume** - How often it's searched
* **Hit rate** - How often searches find relevant results
* **Top queries** - Most common search terms
* **Gaps** - Questions that couldn't be answered

## Next Steps

* [Holiday Hours](/platform/knowledge/holiday-hours) - Configure holiday and special hours handling
* [First Gail](/platform/gails/create-your-first-gail) - Set up your first Gail agent
* [Inbound Call Handling](/platform/inbound/overview) - Learn about handling incoming calls