Use this knowledge base article template to write answers your voice agent can find.

How does the agent read your articles?

During a call, the agent searches the approved sources for its own channel with words from the caller’s question. A source ranks higher when more of those words appear in its title or text, and the agent reads at most four sources for each search.

From each source it gets an excerpt of about 4,500 characters, starting just before the first matching word in the text. Keep an article under about 4,000 characters and repeat the question in its first line, and the agent reads all of it. A long page covering ten tasks competes with itself, and the answer can sit outside the excerpt.

Matching is literal. Words shorter than three letters are ignored, and “invite” doesn’t match “invitation”, so the words customers use must appear in the article itself. Put them near the top: if a caller’s word appears only at the bottom of an article, the excerpt starts at the bottom too.

1. Copy the knowledge base article template.

Use one copy per question and replace each bracket. In Add knowledge, put the question in the title and paste the whole article, heading included, as the text. If your docs live in GitHub, save it as a Markdown file instead.

# [The question, in the words customers use]
Also called: [other words customers use, such as "add a user",
"invite a colleague", "seat"]

[Repeat the question as a full sentence, then answer it in one or two
sentences.]

Applies to: [plan, version, platform or role, or "everyone"]

Steps:
1. [One action per step. Name the button or menu in words.]
2. [The next action.]
3. [What the customer sees when it has worked.]

If that doesn't work: [the most common reason, and its fix]

Not covered here: [related requests your team handles, and how to
reach them]

Last checked: [month and year]

2. See the template filled in.

Here’s the same template for a made-up product. Every line is something a caller might need, and nothing in it depends on a picture or a link.

# How do I invite a teammate or add a user?
Also called: add a colleague, add a seat, team member, invitation

How do you invite a teammate to your workspace? Owners and admins
can invite people from Settings, and each invitation lasts 7 days.

Applies to: Team and Business plans. Free workspaces have one user.

Steps:
1. Open Settings, then choose Team.
2. Choose Invite people and type each email address.
3. Pick a role: Admin, Editor or Viewer.
4. Choose Send invites. Each person shows as Pending until they accept.

If that doesn't work: if you can't see Invite people, you aren't an
owner or admin. Ask an owner to change your role.

Not covered here: removing someone who has left. Email
support@example.com and we'll do it for you.

Last checked: October 2026

3. Adapt it for troubleshooting, policy and pricing articles.

The same rules apply to every kind of article. These change what goes in the body.

• Troubleshooting: name the symptom the way customers describe it, such as “the export button is greyed out”, then list causes from most to least likely, each with how to check it and the fix.
• Policy, such as refunds or data deletion: state the rule, the conditions and who decides. The agent can explain a policy, but it can’t see accounts or make an exception.
• Pricing: give plan names, prices and billing periods exactly as your pricing page states them. Put pricing in the sales agent’s notes, and in support too if customers ask about it, because the two agents never share knowledge.

4. Check each article before you approve it.

Read the article as a caller would hear it, then check each point.

• It answers one question, and its first lines give that question and the other words customers use for it.
• It’s under about 4,000 characters. Split anything longer into separate articles.
• Every step works without a picture. The agent can’t see screenshots, so name each button and menu.
• Conditions sit beside the answer: plan, version, role or region.
• Nothing in it is private. Callers may hear any line, so remove internal notes, names and links to internal tools.
• Addresses can be said aloud, such as “the Billing page in Settings” or example.com/help, because nobody can click a link they hear.
• It doesn’t repeat or contradict another approved article. Search your sources for its key words before you add it.

Keep articles current after launch.

A pasted article can’t be edited in place. When something changes, add the corrected article, approve it and remove the old one. For GitHub docs, fix the file and re-sync it, then approve it again.

Use the Last checked line to find stale articles, and read the transcripts where the agent said it didn’t know. Each question that repeats there is your next article.

Common questions