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The knowledge base gives your agent access to information it can reference during conversations. When a contact asks a question, the agent searches the knowledge base for relevant content and uses it to respond accurately. Configure knowledge sources from the Knowledge tab.

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Source types

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Website

Add a URL and Nedzo crawls the page content. Good for:
  • FAQ pages
  • Product documentation
  • Pricing pages
  • Company information

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File

Upload documents for your agent to reference. Supported formats include PDFs and other common document types. Good for:
  • Product catalogs
  • Policy documents
  • Training materials
  • Price lists

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Text

Paste text directly. Good for:
  • Quick notes or context
  • Frequently asked questions
  • Scripts and talking points
  • Temporary information

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Managing knowledge

Click Manage on the Knowledge tab to open the knowledge panel. From here you can:
  • Browse all knowledge items in your workspace
  • Search by name or content
  • Filter by type (Website, File, Text)
  • Link existing knowledge items to your agent
  • Unlink items you no longer need on this agent
  • Create new knowledge items directly
Knowledge items are shared across your workspace. One item can be linked to multiple agents, so you don’t have to duplicate content.

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How it works

When a contact asks a question, the agent:
  1. Rewrites the query against the last few turns of the conversation — so “how much is it?” becomes a query that includes what “it” actually refers to. This dramatically improves recall on follow-up questions.
  2. Pre-fetches relevant passages from the linked knowledge base using semantic search before the LLM is called. The retrieved content is injected directly into the agent’s context.
  3. Generates an accurate response using the pre-fetched passages, plus any conversation history and the agent’s prompt.
  4. Cites the information naturally in the conversation — including numbered citations on chat / web replies (see Source attribution).
The agent only references knowledge you’ve linked to it — not knowledge from other agents in your workspace.

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Prefetch vs. on-demand lookup

There are two retrieval modes:
  • Prefetch (default) — Knowledge is fetched before the model runs, on every contact turn that could benefit from it. This is the new default and is what you want in almost all cases — the model has the information up front, replies are faster, and citations are reliable.
  • On-demand lookup tool — In older agents, the model decides whether to call a lookup_information tool, then gets the result and replies. This is now automatically suppressed when prefetch returns useful results, to avoid a redundant second round-trip. If your agent has the lookup tool enabled and you want to keep its old behavior (always let the model decide), there is an opt-in override in the agent settings; most agents should leave this off.
Prefetch covers all conversational channels: voice calls, SMS / WhatsApp / Email / Instagram / Messenger via chat agents, and Web Agents.

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Source attribution

When the AI uses content from your knowledge base, responses include numbered superscript citations (¹, ², ³) inline with the text. A footer at the bottom of the message lists all cited sources. For website sources, each citation links directly to the original URL. Clicking a citation or footer entry opens the source page in a new tab. File uploads and text sources do not include clickable links since there is no URL to reference — they still show the citation number and source name in the footer.

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Tips

  • Keep content focused — Smaller, specific documents perform better than large general ones
  • Update regularly — Remove outdated information and add new content as your business changes
  • Use descriptive names — Name your knowledge items clearly so you can find them easily
  • Test your agent — After adding knowledge, test the agent to make sure it uses the information correctly