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Knowledge Base cover
Knowledge Base cover
Before your Pearl can answer questions accurately, it needs context. This step helps define the essential background information your agent will rely on during conversations.

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Company Name

Give your Pearl the name of the company it represents. This name may be used when Pearl introduces itself or provides company-related information.
Company Name field in the Knowledge Base

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Company Description

Add a brief company description including your industry, mission, or key services. This allows Pearl to answer questions with more contextual relevance.
Company Description field in the Knowledge Base

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Pearl Knowledge Base

This is where you teach Pearl what it needs to know to respond with relevance and accuracy. Add detailed information about your services, pricing, opening hours, locations, and any key operational data.
Pearl Knowledge Base field with file upload
Background knowledge, not a script. The Knowledge Base is passive reference data: Pearl consults it only when needed to answer accurately. It doesn’t dictate the conversation flow, that’s handled by the Flow Editor.
Both options live in the same area and can be combined: type your information directly in the text field and/or upload reference files. Multiple documents can be added if needed.
Whether you’re describing how your subscription plans work, listing available services, or clarifying your business hours, this section allows Pearl to access structured information that supports more precise answers.
This is the same knowledge that powers the Knowledge Base node in the Flow Editor. What you add here is what your Pearl draws on during conversations.

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Files and limits

These caps apply per Pearl: they cover every file attached to that Pearl’s Knowledge Base, not each file individually. There is no page limit and no character cap on an individual document, only the shared 25 MB and 1,000,000-character totals apply. The free-text field has its own 20,000-character budget and does not consume the 1,000,000 characters reserved for files.
A Knowledge Base File Usage bar appears once the text extracted from your files passes 100,000 characters, so you can keep an eye on how much of the budget is left.
Pearl uses the text extracted from your .pdf, .docx, and .txt files. Standalone image files can’t be uploaded, so make sure anything Pearl needs to answer with exists as text in the document.

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Memory

When enabled, Pearl remembers the user or lead, allowing it to seamlessly continue conversations from where they left off.
Memory On/Off toggle in the Knowledge Base
This feature is particularly useful for:
  • Multi-step processes
  • Follow-ups
  • Any scenario where continuity matters

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Example use case: Hospitality

Let’s say a guest checks into a hotel. Pearl can:
  • Remember their room number
  • Greet them by name
  • Recall their preferences (like “extra towels” or “no wake-up call”)
  • Offer a smooth, personalized experience every time they chat
Resetting MemoryNeed a fresh start? Pearl’s memory can be reset via API.This is especially important in contexts like hospitality, where once a guest checks out, Pearl clears the slate, ensuring the next visitor starts with a clean experience.