English (United States) Deutsch Português do Brasil

Articles in this section

Knowledge Base and Intent-Based Transfer

Avatar
Helpdesk
Updated
Follow

Overview

The AI receptionist uses two key skills to handle caller inquiries effectively: the knowledge base and intent-based transfer. The knowledge base provides the AI with information to answer questions, while intent-based transfer routes calls automatically based on what the caller says.

This article explains how to set up and manage both features.

Knowledge Base

The knowledge base is a centralized repository of information that the AI receptionist references in real time to answer caller questions. You can add FAQs, product details, company policies, and other content so the AI can provide accurate responses.

Important: The AI receptionist processes text-based content only. Images and complex formatting may not be interpreted correctly. For the best results, use well-structured text with clear headings and concise sections.

Limitations

  • Maximum 200 content entries (files and URLs combined).
  • Maximum file size: 10 MB per file.
  • Supported file types: PDF, TXT, DOCX, HTML, and EPUB.
  • You can upload up to 10 files or add up to 10 URLs at a time.

Add Content by Uploading Files

  1. Log in to the PBX admin portal, go to AI > AI Receptionist > Knowledge Base.
  2. Click Upload File.
  3. In the pop-up window, select the desired file(s) and click Open.

The files are uploaded and displayed in the knowledge base list. You can click an entry to view the content extracted from the file.

ai-receptionist-kb-complete-en.png

Add Content by Adding URLs

You can also add web page URLs so the AI receptionist can reference their content.

Note: The AI receptionist only reads the content from the specific URL you provide. It does not follow or crawl links on that page. If you need information from multiple pages, add each URL separately. Furthermore, URL content is not synced automatically—if the page changes, you need to re-add the URL for the updates to take effect.

  1. Go to AI > AI Receptionist > Knowledge Base.
  2. Click Add URL.
  3. In the pop-up window, enter the URL information:
    • Name—A descriptive name to identify the URL.
    • URL—The full URL (must start with https://) pointing to the desired content.
  4. Click Add to add more URLs if required.
  5. Click Save.

ai-receptionist-kb-url-en.png

Assign Knowledge Base to an AI Receptionist

After adding content to the knowledge base, you need to assign it to a specific AI receptionist so it can reference the information when answering calls.

  1. Go to AI > AI Receptionist.
  2. Click the desired receptionist to open its detail page.
  3. Under the Skills tab, click the Knowledge Base skill card.
  4. Turn on the Knowledge Base switch.
  5. Click Add.
  6. In the pop-up window, search and select the desired content entries, then click Save.

ai-receptionist-kb-en.png

Tip: If the content you need is not yet in the knowledge base, you can add it directly from this screen by clicking Upload File or Add URL. The uploaded content is automatically added to the global knowledge base.

Click Save at the bottom of the page. The AI receptionist will now reference the assigned content when answering caller questions.

Unassign Knowledge Base Content

To remove content from a specific AI receptionist without deleting it from the global knowledge base:

  1. Go to AI > AI Receptionist and click the desired receptionist.
  2. Under the Skills tab, click the Knowledge Base skill card.
  3. Select the checkbox of one or more content entries you want to remove.
  4. Click Delete at the top of the list.
  5. Confirm with OK.
  6. Click Save at the bottom of the page.

Note: This only removes the association between the content and this receptionist. The content remains available in the global knowledge base and can be assigned to other receptionists.

Manage Knowledge Base Entries

You can rename or delete entries in the global knowledge base at AI > AI Receptionist > Knowledge Base.

  • Rename an entry—Click the three-dot menu (⋮) next to the entry, select Edit, change the name, and click Save.
  • View content—Click the three-dot menu (⋮) and select Details to see the extracted text.
  • Delete entries—Select one or more entries, then click Delete at the top of the list. Confirm with OK.

Important: You cannot edit the content of an uploaded file or URL directly. To update content, delete the existing entry and add a new one with the updated information. Content entries that are currently assigned to an AI receptionist cannot be deleted—unassign them first.

Intent-Based Transfer

Intent-based transfer allows the AI receptionist to analyze what a caller says and automatically transfer the call to the appropriate destination based on predefined rules. For example, you can set up a rule that transfers callers to the support queue when they mention a technical issue.

Supported Destinations

Transfer rules can route calls to the following destination types: extension, inbound queue, ring group, conference, call flow, IVR, or Group Voicemail.

Note: For transfers to Group Voicemail, ensure that the Leave a Voicemail for an Extension/Group Voicemail feature is enabled (Path: Call Features > Feature Code > Voicemail).

Set Up Transfer Rules

  1. Go to AI > AI Receptionist.
  2. Click the desired receptionist to open its detail page.
  3. Under the Skills tab, click the Intent-Based Transfer skill card.

ai-receptionist-intent-based-transfer-en.png

  1. Turn on the Intent-Based Transfer switch.
  2. Click Add to create a transfer rule.
  3. In the pop-up window, configure the following settings:

ai-receptionist-intent-based-transfer-add-en.png

SettingDescription
DestinationSelect a destination type and then a specific destination where matching calls should be transferred.
Transfer ConditionsEnter a natural language description of the circumstances under which the transfer should occur. For example: User explicitly requests to speak to a human or User asks a question the AI cannot answer.
  1. Click Save in the pop-up window.
  2. Repeat steps 5–7 to add more rules as needed.
  3. Click Save at the bottom of the page.

Tip: You can add up to 200 transfer rules per AI receptionist. Use clear, specific conditions to help the AI match caller intent accurately.

Result

The AI receptionist will analyze callers' speech and transfer calls based on the conditions you defined. If the caller's intent matches a transfer rule, the call is routed to the specified destination automatically.

Important: Intent-based transfer does not work in Online Test mode. Test this feature with a real production call.

Related articles

Comments

0 comments

Article is closed for comments.