AI voice agent knowledge base template: what to include and how to format it

An AI voice agent is only as accurate as the material you give it. This AI agent knowledge base template gives you a structure to fill in, rules for writing entries that sound right when spoken, and an example you can adapt. Paste each section into the Knowledge area of an agent, or into a document you upload.

For how the knowledge base fits with the prompt, see how to write an AI voice agent prompt. Facts live in the knowledge base; behaviour lives in the prompt.

Formatting rules for voice

Voice answers are heard once, not read. Write for the ear.

• One topic per entry, with a clear heading or question.
• Answer first, then conditions. "Yes, we cover [area]. Outside that, there is a call-out fee."
• Short sentences. Aim for answers under 30 seconds spoken.
• Spell out what will be said. Write "nine to five, Monday to Friday", not "9-5 M-F".
• Say prices in ranges or "from" if exact figures vary.
• Mark unknowns. Write "not specified: offer to arrange a call" rather than leaving a gap.
• No internal jargon, product codes or acronyms callers would not know.

Template section 1: company basics

Company name: [name]
What we do: [one or two sentences]
Who we help: [type of customer]
Where we operate: [areas, countries, remote]
Opening hours: [days and times, with timezone]
Contact for people: [phone or email to give out]

Template section 2: offers and services

Repeat per service.

Service: [name]
What it is: [plain description]
Best for: [who needs it]
Typical timeframe: [duration]
What is included: [list in sentences]
What is not included: [limits]
Starting price or range: [figure, or "varies, we quote after a call"]

Template section 3: pricing and payment

How pricing works: [fixed, per hour, per project, subscription]
Typical range: [figure or "we don't give figures by phone"]
Payment options: [methods]
Deposits or terms: [if any]
Discounts: [what the agent may mention, if anything]

If the agent should not quote prices, say so and give the fallback: "I'd rather get you an accurate quote. I can book a short call."

Template section 4: frequently asked questions

Aim for 15 to 30 entries drawn from real calls and emails.

Q: [question as callers ask it]
A: [short spoken answer]
Escalate if: [condition, such as a legal question or a complaint]

Example:

Q: Do you work weekends?
A: We take bookings Monday to Saturday. Sunday is closed except for emergencies.
Escalate if: caller says it is an emergency.

Template section 5: objections

Objection: "It's too expensive."
Response pattern: Acknowledge, ask what they are comparing to, point to value in one sentence, offer a call.
Do not: argue, offer discounts not listed above.

See the objection handling cheat sheet for twenty patterns to adapt.

Template section 6: booking rules

Appointment types: [list]
Length of each: [minutes]
Who attends: [role]
Booking notice: [minimum time ahead]
Days and hours available: [from calendar]
Information to collect: [name, number, email, reason]
Reschedule or cancel: [policy]

Template section 7: handover and escalation

Transfer to a human when: [hot lead signals, complaint, asks for a person, specific topics]
Number or team to transfer to: [name or department]
If nobody answers: [take message or book callback]
Never discuss: [topics outside scope, for example legal or medical advice]

Template section 8: things the agent must say or avoid

Must say: [opening line, any required statements, call recording notice if applicable]
Must not say: [promises, guarantees, competitor claims]
If asked if it is an AI: [answer honestly and continue]

Rules on disclosure and recording differ by place. This is general information, not legal advice; check current rules. See when to disclose AI on calls.

A short worked example (illustrative)

Company: Brightside Roofing
Service: Roof inspection
What it is: A visit to check for leaks, damaged tiles and gutter problems.
Typical timeframe: About an hour on site.
Price: From [figure]. Final price depends on roof size.
Q: Do you fix the roof on the same visit?
A: For small repairs, often yes. For larger work, we send a written quote first.
Escalate if: caller reports an active leak.

Replace the brackets with your own figures. Do not publish numbers you cannot honour.

Checks before you load it

1. Every fact has a source you control. No guessing.
2. Prices, hours and policies are current.
3. Every entry reads naturally aloud. Say it out loud to check.
4. Unknowns have a fallback.
5. Escalation topics are listed.
6. Nothing confidential, such as internal margins or other customers' data, appears.

Keep it improving

After launch, read transcripts for questions the agent could not answer or answered badly, and add entries. Improving an AI agent with call transcripts walks through the loop, and the launch checklist includes a knowledge base check.

Try it

In Purple Voice, each agent has a prompt, a voice and a knowledge area, and you can test the result with a call to your own phone before real calls begin. The Free plan has no card requirement. Start at voice.purplerocket.co.