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Knowledge Base node cover
Knowledge Base node cover
The Knowledge Base node lets Pearl look up answers in your uploaded knowledge base during a live conversation, instead of relying on a scripted line. What it does Pearl searches your knowledge base for the most relevant content and uses it to answer the caller in a natural, contextual way. When to use it Use this node whenever Pearl should answer from your own documents or FAQ content (product details, pricing, policies, opening hours) rather than a fixed script. It is ideal for open-ended questions where the exact wording can vary.

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How to configure

  • Instructions (optional): tell Pearl when and how to rely on the knowledge base. Keep it short and specific.
    • Example: “Use the knowledge base for any question about pricing, plans, or opening hours.”
Knowledge Base node on the platform
Knowledge Base node on the platform
The knowledge content itself is uploaded and managed in the flow’s Knowledge Base area, not inside the node. The node only tells Pearl to consult it. See Agent Knowledge Base to manage your content. Supported formats: .doc, .docx, .txt, .pdf.

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Example

Example: answering about opening hours

Imagine you uploaded a document to your knowledge base that says:
The clinic is open Monday to Friday, 9 AM to 6 PM, and Saturday from 9 AM to 1 PM.
Here is how the node uses it during a call:
  1. The caller asks: “Are you open on Saturdays?”
  2. The Knowledge Base node lets Pearl search that document and find the opening hours.
  3. Pearl answers: “Yes, we’re open on Saturdays from 9 AM to 1 PM.”
Without this node, Pearl would not have access to your specific hours and could not answer reliably.

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Good to know

  • The knowledge content is managed once in Agent Knowledge Base, so every Knowledge Base node in your flow uses the same documents. You don’t need to re-upload them for each node.
  • If no relevant information is found, Pearl falls back to the rest of your flow instead of inventing an answer.
  • Pair this node with a Dialogue node to ask a follow-up question once the answer is delivered.