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Your agent answers from the passages of your files that best match the caller’s question. Verbeo cuts each file into passages of about a paragraph, starts each one with the file’s name and the headings above it, and searches them by meaning. The agent reads only the passages a search finds, not the page around them. So each passage must make sense on its own.

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Use a format that keeps your layout

  • Markdown (.md) and Word (.docx) keep your headings, lists and tables as you wrote them.
  • A PDF works when you can select its text. A scanned page is a picture, so there is nothing on it to read. After the upload, the file’s row lists any pages or pictures that could not be read.
  • Split a very long document into files by topic, for example one file for prices and one for policies.

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Name the file and every section

Each passage starts with its label, for example Price list.md › Laser treatments › Hair removal. The label tells the agent what the passage is about.
  • Name the file for what it holds: Clinic price list.md, not doc1.pdf.
  • Give every section a heading that names its topic: Hair removal prices, not More information.
  • Keep one topic under each heading.

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Keep sections short and complete

A passage holds at most about 1,200 characters, so a long section is split into several passages.
  • Write one idea per paragraph.
  • Don’t refer to other parts of the file (“as mentioned above”, “see the table below”). The agent may get this passage alone.

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Name things instead of saying “it”

A passage found alone must still say what it is about.

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Put each question right above its answer

In an FAQ, write the question on its own line, with its answer on the line after it:
A short line that ends with ? or :, or is all bold, stays in the same passage as the text after it. The question and its answer are then found together.

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Put one fact in each table row

  • A table with a header row and 4 rows or more becomes a passage per row. Each one keeps the table’s header and the sentence before the table. So “How much is Profhilo?” finds that row alone.
  • Put the name of the thing in the first column, and the unit and currency in the cell: ₹4,500 per session.
  • Write a sentence above the table that says what it holds: “Prices for skin treatments, per session, including GST:”.

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Use the words your callers use

  • Add the everyday name beside the formal one: “HIFU (skin tightening)”.
  • Spell out abbreviations once in each section where they appear.
Keep the agent’s persona, tone and rules in its system prompt. The knowledge base is for the facts callers ask about.

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Check the Preview

After a file is ready, open Preview on its row. It shows the passages exactly as your agent reads them. Check that each price sits with its treatment, and each answer with its question.