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Knowledge Bases

A knowledge base is a text document that your AI assistants can query during calls and chats to answer questions. Instead of hardcoding every answer into the assistant’s instructions, you write the information once in a knowledge base and the assistant looks it up when needed. Use knowledge bases for things like FAQs, service descriptions, pricing, policies, or any information your assistants should know. Manage knowledge bases from Settings → Knowledge Bases.

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Quick Start

  1. Go to Settings → Knowledge Bases in your Solum dashboard.
  2. Click “Add Knowledge Base” to open the editor.
  3. Enter a title (e.g., “FAQs” or “Services & Pricing”).
  4. Write the content — plain text with the information your assistants should know.
  5. Save — then link it to an assistant in Settings → Manage Assistants.

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Creating a Knowledge Base

Click Add Knowledge Base to open a full-screen editor. Enter a page title and write your content in plain text. There is no limit on content length. Tips for writing effective content:
  • Use clear headings and structure — organize information into sections the assistant can find easily
  • Write conversationally — the assistant uses this content to answer questions in natural language
  • Be specific — include exact details like hours, prices, addresses, and policies
  • Keep it updated — outdated information leads to incorrect answers

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Editing a Knowledge Base

Click on any knowledge base in the list to open the editor. An Edited badge appears when you have unsaved changes. Click Save changes to save or Discard changes to revert.

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Deleting a Knowledge Base

Click the delete button on a knowledge base row. If the knowledge base is currently linked to one or more assistants, the confirmation dialog shows how many assistants will be affected.
Deleting a knowledge base removes it from all linked assistants. The assistants will continue to work but will no longer be able to query this information.

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Linking to an Assistant

Knowledge bases are connected to assistants from the assistant’s settings:
  1. Go to Settings → Manage Assistants.
  2. Click on the assistant you want to configure.
  3. Open the Configuration tab.
  4. Select a knowledge base from the Knowledge Base dropdown.
  5. Save.
A single knowledge base can be shared by multiple assistants. Each assistant can have at most one knowledge base.
When you create your first knowledge base, it is automatically linked to all assistants that don’t already have one.

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How It Works

During a call or chat, when a patient asks a question, the assistant:
  1. Checks if the answer is in its base instructions
  2. If not, queries the linked knowledge base
  3. Returns the answer conversationally to the patient
  4. If the answer isn’t found, the assistant transfers the call or takes a message
The assistant says “Hold on one second please” while looking up the answer, so the experience feels natural

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Troubleshooting

ProblemFix
Assistant not using knowledge base contentMake sure the knowledge base is linked to the assistant in Settings → Manage Assistants → Configuration tab.
Assistant giving outdated answersUpdate the content in the knowledge base. Changes take effect on the next call.
Knowledge base not appearing in assistant dropdownVerify the knowledge base was saved successfully. Refresh the page and check Settings → Knowledge Bases.