Quick facts
A fact is a question and its answer: opening hours, prices, the address, parking. The agent has every fact in mind on every reply, so they’re for what callers ask most. An agent holds up to 100.
Leave a fact’s answer empty on purpose and the agent won’t guess: it offers to take a message instead. That’s the way to say “we get asked this, but a person should answer it”.
Notes
Notes are free text, up to 20,000 characters: an FAQ, a price list, your policies. Like facts, they’re read with every reply. Lines that look like facts, like “Opening hours: 9am–5pm”, can be turned into facts in one click. Long notes add a little to every minute of every call; past a page or two, a document is cheaper.
Documents
For long material, like a manual, a catalogue or your terms. Add one on the Knowledge page, or from an agent’s “What it knows”, then give it to the agents that should search it. A document can be:
- A file: PDF, Word (.docx), or text (.txt, .md, .csv), up to 20 MB. It’s read in your browser, and only its text is kept, not the file.
- Pasted text, up to a million characters per document.
- A website, read page by page, up to 50 pages of the same site. It isn’t refreshed by itself: use Read it again when the site changes. Sites that build their pages with JavaScript may give very little text; upload a file or paste the text instead.
After you add one, it takes a moment to get ready to search. On the Knowledge page, try a search with a question a caller might ask, to see which passages the agent would find.
How the agent uses documents
The agent doesn’t read your documents on every reply. When a caller asks something they might answer, it searches them and reads only the passages that match. So a long document costs nothing until it’s needed. If nothing matches well enough, the agent says it doesn’t have that information and offers to take a message, rather than guessing.
How much an agent can know
Documents count against your workspace’s knowledge, at about 2,500 characters a page:
| Plan | Knowledge |
|---|---|
| Trial | ≈ 120 pages, 20 documents |
| Solo | ≈ 120 pages |
| Starter | ≈ 400 pages |
| Business | ≈ 1,200 pages |
| Scale | ≈ 4,000 pages |
Getting a document ready to search costs a little too: on your own Gemini key Google bills it, on Vorelai credit it’s about $0.06 per million characters, our fee included. During the trial it’s free.
Its rules
Beyond what it knows, each agent has a role and a goal, a tone, what it only talks about, and what it must never do. Keep these short and plain: “Only talks about our clinic and appointments” works better than a page of rules. See Make your agent.