Import an existing Aptly Knowledge Document when you want a voice AI agent to answer questions using your approved company information. The extraction option tells Aptly which information to pull from the document; you still need to review the resulting Knowledge and test the answers.
This guide is for voice calls. The Knowledge section on an agent’s page applies to voice only. For email and text (SMS), link knowledge through the relevant capability instead.
1 Prepare your source document
Start with an Aptly Knowledge Document that contains the information callers should hear. If you do not have one yet, follow How to Add a New Knowledge Page.
Before importing:
- Confirm that the information is approved and current. Check names, contact details, hours and any property-specific differences.
- Keep related information together under clear headings. Use question-and-answer pairs for FAQs or numbered steps for a process.
- Remove old or conflicting versions, unresolved placeholders and internal-only information that callers should not receive.
- Make each answer understandable on its own. State which office, property or situation it applies to instead of relying on an unexplained “we” or “this location.”
For sample Knowledge topics and content-review guidance, see How to Set Up AI Agent Knowledge.
2 Select the Knowledge Document
In the agent’s Knowledge section, click Import from Knowledge Doc to open the Import Knowledge dialog.
Under KNOWLEDGE ARTICLES, use Search for a KB article to find and select the existing Aptly Knowledge Document you want to import. Check that you have selected the intended document before continuing.
3 Choose what to extract
Under EXTRACTION TYPE, choose the option that matches your source and the information you want the agent to reference:
Extraction option | When to use it | Example source |
Extract FAQs | Your document contains common questions and approved answers. | A list of questions about office hours and how to contact the team. |
Standard Operating Procedure | Your document explains a process that callers may ask about. | A description of how the team reviews a tour request and confirms the appointment. |
Custom Extraction | You need specific information from a broader document and want to describe what to extract. | Only the public office hours and contact details from a larger operations guide. |
If you choose Custom Extraction, enter instructions in the field showing Enter custom prompt.... Focus the prompt on the information to extract. For example:
Extract the public office hours and contact details for each office. Keep each office’s name with its details. Omit internal staff notes. Do not add information that is not in the document.
SOPs are reference information, not behavior settings. Importing a tour-request procedure can give the agent information to explain the process; it does not configure the agent to book a tour. Configure actions separately in the relevant capabilities and data collection settings.
When your document and extraction settings are ready, click Import. To leave without importing, click Cancel or the close X.
4 Review the imported Knowledge
Review the extracted information against the source before relying on the agent’s answers:
- Accuracy: Are names, hours and contact details correct?
- Completeness: Are important exceptions, conditions or limits missing?
- Scope: Is each answer attached to the correct office, property or situation?
- Caller-facing content: Have internal notes or details that should not be disclosed been included?
- Clarity: Can someone understand the answer without reading the original document?
Resolve errors or missing context before relying on the extracted information. Keep the source document accurate too, so a later import does not reintroduce the same problem.
5 Test the answers
Call the agent using a planned test scenario and check the information you just imported:
- Ask a question directly covered by the document.
- Ask the same question in different words.
- Ask a question the document does not answer and check that the agent does not invent a policy or detail.
- Open the call in Activities, or the agent’s Recent Activities, and review the transcript, summary and outcome.
If an answer is wrong, correct the Knowledge and test again. If the problem is an action, such as creating a card, collecting a field or transferring a call, check the relevant configuration rather than adding an instruction to the imported document.
For the review and feedback workflow, see Test and Improve Your Voice AI Agent. For card actions and data collection, see Create or update cards with an AI agent.