Knowledge Packs: Best Practices You’ll Want to Know

Introduction

In voice AI, accuracy and context are everything. That’s where Knowledge Packs come in. They’re structured collections of your business’s most important documents, FAQs, policies, or even web pages.

By attaching a Knowledge Pack to your AVA inbound agents or outbound projects, you enable your AI to pull from a reliable knowledge base live during calls.

The result? More accurate answers, less repeated training, and agents that sound sharper and more on-brand.

Why Knowledge Packs Matter

Without Knowledge Packs, your AI relies only on scripted training.

With them, your AI can reference real, dynamic information—whether that’s your latest pricing sheet, company policy, or FAQ.

This ensures consistency across every customer interaction and frees you from having to manually retrain agents whenever details change.

⚡ Note: Knowledge Packs can add a very small amount of latency (about 100ms). For most users, it’s not noticeable. Following best practices will help keep things running smoothly.

Best Practices for Strong Knowledge Packs

1. Use the Right Format

• The ideal format is Markdown (.md).

• Avoid images and tables, which can confuse the AI.

2. Keep Information Clean and Concise

• Write in short paragraphs or lists.

• Break concepts into clear “chunks” the agent can easily process.

3. Structure Is Everything

• Start each section with a clear heading and keep it focused.

• If a section gets too long, break it into smaller subsections.

• Group related information under the same section so the AI sees relationships clearly.

Example:

## Who we are
[Company description here...]

### Company Vision
[Details here...]

4. Be Specific

• Avoid vague pronouns like “it” or “this.”

• Use explicit names, dates, or units for clarity.

5. Focus on the Essentials

• Only include information directly relevant to the Knowledge Pack’s purpose.

• Add facts and reference material — not instructions or prompt text.

6. Use Page-Specific URLs

• Add granular, page-level links instead of broad domains.

⚡ Pro Tip: If your agent provides inaccurate answers, review your source formatting. A clean Markdown file with clear headings and paragraphs almost always fixes it.

Putting Knowledge Packs Into Action

Knowledge Packs are one of the most powerful ways to make your AVA agents sharper and more reliable.

When built with clear formatting and structured content, they become a strong knowledge base that your AI can reference live during calls.

Want to go deeper? Check out the full

🔗 Knowledge Packs Documentation