What happens when the agent doesn’t know an answer?
A Kawl Now agent is told to say it doesn’t know. With human handover off, it suggests your website’s usual contact options, such as your help centre or email. If you’ve turned on handover, an early release, it offers to connect the caller to your team instead. Either way the conversation is saved, so your team can add the missing answer to your approved knowledge.
Should a voice agent ever guess an answer?
No. A guess sounds as confident as a right answer, and the caller can’t tell them apart. Kawl Now agents are told to say they don’t know when approved knowledge doesn’t answer, and, by default, to suggest your usual contact options instead.
What should a fallback response include?
A plain admission that the agent doesn’t know, one specific next step the caller can take alone, and no promise it can’t keep. For a voice agent, make the next step easy to remember after hearing it once, such as a short email address or a menu path.
Does approving a source guarantee an accurate answer?
No. Approval controls which material the Kawl Now agent can use, but generated answers still need checking. Test questions inside and outside your sources, including ones your team should handle, and read the transcripts before you switch on customer calls.
Should an AI agent use your internal knowledge base?
Only the parts you’re happy for customers to hear. An AI agent can repeat anything in the sources it’s given, so keep internal notes, workarounds and account procedures out of its knowledge. In Kawl Now, nothing is used until your team approves it, which gives you a point to check each source.
From What is a knowledge base? What it holds and how AI uses it
Should product facts go in the instructions or the knowledge base?
In the knowledge base. Approved sources are reviewed before the agent uses them and searched during each call, so facts there are easier to check and update. Keep instructions for behaviour: scope, tone, how to give steps and which contact route to suggest.
Which help articles should we add first?
The ones behind your most common tickets and searches, one article per source. A Kawl Now workspace holds up to 100 sources, shared by the support and sales agents, so leave out articles customers rarely need and add more once you’ve read the first transcripts.
How many knowledge base articles can the agent use?
A Kawl Now workspace holds up to 100 sources, shared by the support and sales agents, each up to 50,000 characters. The agent reads at most four matching articles for each search during a call, so many short, focused articles are easier to match than a few long ones.
What should a knowledge base article include?
One question, with the other words customers use for it near the top, then the answer, any conditions such as plan or version, numbered steps that name each button in words and what to do if it fails. For an AI agent such as Kawl Now’s, keep each article under about 4,000 characters so it can be read whole.
Do screenshots help an AI support agent?
No. Kawl Now’s agent reads the text of each approved source, so a step that only appears in a screenshot doesn’t exist for it. Describe the button, the menu and what the customer should see in words, and keep screenshots for your help centre.
How long should each knowledge base article be?
Keep each source to one topic. Kawl Now accepts up to 50,000 characters per source, but the agent reads up to four excerpts of about 4,500 characters for each search, so a short, focused source is easier to match to a question.
Does Kawl Now use semantic search?
No. Kawl Now searches approved knowledge by keyword, so a source is found when it contains the words in the agent’s search query. Writing sources in your customers’ own words helps it find the right one.
Can the voice agent read our docs straight from GitHub?
Yes, one file at a time. Kawl Now imports .md, .mdx and .txt files of up to 50,000 characters into support knowledge, from public repositories without a token. Each import needs approval before the agent uses it.
Do GitHub docs sync automatically when we push?
No. Kawl Now syncs a GitHub file only when you ask, from the dashboard, the REST API or the sync_github MCP tool. Every sync, even of unchanged text, sets the document back to unapproved, so someone checks it before the support agent uses it.
Which branch does the GitHub import read?
The repository’s default branch. Kawl Now asks GitHub for the current file without naming a branch, so merge changes before you re-sync. Docs on other branches stay invisible to the agent until they’re merged.
Does the agent see MDX components and front matter?
Yes, as raw text. The import reads the file exactly as it’s stored, so components, imports and front matter reach the agent as markup, and content your build pulls in from other files doesn’t. Keep key answers in plain prose near the top.
Can a CI job approve synced docs automatically?
It could, because any Kawl Now workspace token can call the approval endpoint, but approval is the step where a person checks what callers will hear. Let CI re-sync changed files, and leave approval to someone who reads the new text.
How do I keep the knowledge base in step with our docs?
Re-sync each GitHub file after it changes, from the dashboard or with Kawl Now’s sync_github tool. Every sync needs approval again before the agent uses it, and nothing syncs automatically on push, so add the re-sync to your docs release routine.
How soon can the agent answer questions about a new feature?
As soon as you approve a source that describes it. Kawl Now doesn’t read your release notes by itself, so add or re-sync the source on release day and approve it once you’ve checked it.
Can the agent read our help centre automatically?
No. Website import is switched off in Kawl Now, so add each article as a source by pasting its text, or import it from GitHub if it’s kept there as Markdown. Every source needs approval before the agent can use it.
Can I import my whole website?
Not at the moment. Website URL import is switched off in Kawl Now, so copy the website content you want the sales agent to use into sales notes, then review and approve each one before the agent can use it.
Can I upload PDFs or connect Notion?
No. Kawl Now has no file uploads or document connectors, so paste the text into a manual source of up to 50,000 characters, or keep it as Markdown in GitHub and import that file for the support agent.
Can a voice agent answer from our existing FAQ page?
Yes, once you paste the FAQ’s text in. Kawl Now can’t import web pages at the moment, so copy each answer into a knowledge source, rewrite it to be heard and approve it. The agent then answers from those approved sources.
Should each FAQ question be its own knowledge source?
Not usually. Group three to eight related questions into one source per topic, under about 4,000 characters. Kawl Now reads up to four sources for each search, so focused topic sources are easier to match than one long FAQ, and you stay well inside the 100-source limit.
Does the agent read FAQ answers word for word?
No. The agent uses your approved text as the facts for a spoken answer, so it may shorten or rephrase it. Write each answer so every sentence is true on its own, and read the transcripts to hear how it comes across.
Can the agent answer questions about our video lessons?
Only from text. Kawl Now can’t watch videos, so add each lesson’s transcript or a written summary as a source and approve it. Title each source with the lesson’s name, so learners and the agent use the same words.