Knowledge base
Upload PDFs so your agent answers questions about services, prices and processes from your own documents.
With the knowledge base, your agent answers questions from your own documents: price lists, service descriptions, house rules, product catalogues or internal processes. bhomy processes your PDFs with text recognition and semantic search. That way the agent finds the right passage even when the caller phrases things differently from your document.
How it works
- You upload a PDF. bhomy extracts the text and splits it into short sections.
- Each section is stored so that it can be searched by meaning.
- When a caller asks something, the agent looks up the matching sections and answers with that knowledge.
The search also finds outline numbers such as "chapter 3", "section 2.6.1", "point 4" or "§ 12" literally, even when spoken as a word like "the twenty-fourth chapter". That helps with rulebooks, statutes and manuals where callers ask about a specific passage.
Upload a document
- Open your agent and switch to the Tools tab.
- Under Tools, click Add and choose PDF Upload.
- Give the knowledge base a name, for example "Price list 2026".
- Select the PDF. While it is being processed you see Processing....
- After Successfully uploaded! the document appears under Uploaded Documents. The agent uses it from the next call on.
File requirements
| Requirement | Value |
|---|---|
| File format | |
| Size | at most 15 MB per file |
| Text | must be copyable, so it has to be present as text in the PDF |
| Number on the Starter plan | 5 files |
| Number on the Pro and Individual plans | 50 files |
How to write documents that work well
| Tip | Why |
|---|---|
| One topic per section, with a clear heading | The search finds short, unambiguous sections better than long running text |
| Write out questions and answers | "How long does a service take? About 90 minutes." matches the caller's question directly |
| Prices with unit and condition | "Call-out within Hamburg: 39 euros flat" instead of a table without explanation |
| Spell out abbreviations once | Callers say "maintenance contract", not "MC" |
| Delete outdated files | Two versions of the same price list lead to contradictory answers |
Using knowledge and prompt together
What every caller needs belongs in the prompt: opening hours, address, your main services. What only some callers ask belongs in the knowledge base: details on individual products, price lists, terms. Tell the agent in the prompt when to look things up, for example:
Answer questions about prices, delivery times and returns only from the
knowledge base. If you find nothing, offer a callback.
If the agent finds nothing suitable, it says so openly and offers to help in another way. It does not make up an answer.
Replace or delete a document
You don't edit an uploaded document, you replace it: upload the new version and then delete the old one with Delete document. The agent uses changes from the next call on.
Frequently asked questions
Can the agent read my website?
Websites are not added to the knowledge base. For up-to-date information from your website, use web search and restrict it to your domain.
Does the agent read out entire documents?
No. It only uses the sections that match the question and answers in its own words, as briefly as is usual on the phone.
What if the agent does not answer a question from the PDF?
The most common causes and their solutions are under Knowledge base gives no answer.
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