# Give the agent approved knowledge

> Add business documents so the agent can retrieve relevant facts while it speaks with a caller.

Reviewed: 2026-09-30

Source: https://docs.callultra.com/documentation/knowledge-base

## Upload a knowledge file

Open **Files**, select the **Knowledge Base** area, and upload a document. The live retrieval path currently extracts text from PDF and plain text files. Convert office documents or spreadsheets to one of those formats before uploading.

![CallUltra agent knowledge setup](https://docs.callultra.com/assets/conductor-question-card.webp)

Prepare the agent context and knowledge it can use during a conversation.

## How live retrieval works

When the agent needs information from its knowledge base, it can call the built-in knowledge search action. CallUltra searches the indexed text and returns relevant passages to the agent as context for its response.

Keep the source material current, concise, and consistent. Remove obsolete price lists and conflicting policies before the agent uses the collection.

## Test a knowledge answer

1. **Upload a PDF or TXT file** — Use text that includes the exact fact you want the agent to retrieve.
2. **Wait for indexing** — Confirm the file shows that indexing completed and has searchable content.
3. **Ask a specific question** — Use a question whose answer only appears in the uploaded source.
4. **Check the response** — Compare what the agent says with the source. Update the file or prompt if it guesses.

## Keep answers safe

> **Do not rely on a guess:** Tell the agent to say when it cannot find an answer and to offer a human follow-up. Confirm high-impact facts such as pricing and eligibility from an approved source.