Build & manage

Knowledge base & training

Two ways to make agents smarter: feed them your documents through a knowledge base, and refine them from real calls with AI Training.

Knowledge base

A knowledge base is a collection of documents your agents can draw on to answer questions accurately — product details, policies, pricing, FAQs, and more.

  1. 1

    Create a knowledge base

    In Knowledge Base, create one with a Name and an optional Description. You can keep several — for example, one per product line or department.

  2. 2

    Upload documents

    Open the knowledge base and click Upload Document (.txt, .pdf, .md, or .csv). JagCall splits each file into chunks, and a document shows ready or failed once processing finishes. Expand a document to read its chunks, and remove any document at any time.

Keep prompts lean

Put behavior and tone in the agent's system prompt, and put facts in the knowledge base. That keeps prompts short and makes it easy to update information without re-editing the agent.

How agents use a knowledge base

On a call, an agent searches the knowledge bases attached to it and adds the best matching chunks to its context. Knowledge you extract in AI Training (below) is saved to a knowledge base named after the agent and attached to it automatically. You can also search your knowledge bases through the API or the MCP server.

AI Training

The AI Training area helps your agents get better from real-world calls. It has two parts.

Conversation Import

  • Pick an agent, then Upload past conversations — audio (.mp3, .wav, .m4a, .ogg) or transcripts (.csv, .json, .txt). Re-uploading a file you already imported asks for confirmation.
  • Label each conversation's quality — organized under tabs All, New, Trained, and Rejected.
  • Tick Flip speakers before uploading if the caller and agent turns come out reversed (the importer treats speaker 0 as the caller).
  • Extract knowledge from good conversations: review the extracted chunks, select the ones to keep, and save them into the agent's knowledge. Duplicates are skipped.

AI Insights

JagCall surfaces suggestion patterns it spots across your calls. Review each one and Accept or Decline it. Accepting updates the agent's prompt as a draft, so nothing goes live until you publish. Pending, accepted, and declined suggestions are kept in separate tabs so you can work through them over time.

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