Uploading docs to Milo's knowledge base
Teach Milo facts about your business — pricing, hours, policies, anything.
The knowledge base is where you put facts — pricing, policies, services, FAQs — so Milo can answer specific questions accurately without you having to cram everything into the script.
What to upload
Think of the knowledge base as Milo's reference library. Good candidates include:
- Service or product list — what you offer, what's included, and what isn't.
- Pricing information — even approximate ranges are more useful than silence.
- Location and parking details — address, nearby landmarks, parking instructions.
- Policies — cancellation, refund, booking, deposit requirements.
- Frequently asked questions — anything you find yourself explaining repeatedly.
If callers ask about it regularly, put it in the knowledge base.
What NOT to upload
Do not upload documents that contain passwords, API keys, internal staff details, or any personally identifiable information about your customers. Milo's knowledge base is designed for business facts — not sensitive or private data.
Also avoid:
- Contracts or legal agreements — these need human judgement to apply correctly.
- Very long documents with only one or two relevant paragraphs — extract the relevant section instead.
- Outdated information — stale prices or discontinued services will confuse callers. Update or delete old documents when things change.
How retrieval works (in plain English)
Search knowledge baseWhen a caller asks a question, Milo searches your knowledge base to find the most relevant passage. It doesn't read every word of every document on every call — it fetches only what's relevant to the specific question, then uses that to form its answer.
This means you don't need to organize documents perfectly — Milo finds the right chunk even if the information is buried in a longer file. That said, shorter and more focused documents tend to produce more accurate answers than huge, mixed-topic files.
File types supported
You can add knowledge in three ways:
| Type | Best for | |---|---| | Plain text | Short snippets, FAQs, quick facts | | PDF or DOCX file | Menus, brochures, policy documents | | URL | A page on your website that's always up to date |
When to use text, URL, or file
Use text for short, frequently updated content like pricing or hours — it's fast to edit.
Use a URL if you already have a well-maintained page on your website. Milo fetches the page content when it's added, and you can refresh it from the dashboard when the page changes.
Use a file for longer, stable documents like service menus or policy PDFs that don't change often.
Updating or removing info
To update a document, delete the old version and add the new one. Changes take effect immediately — there's no cache to clear. To remove information from Milo's knowledge base entirely, delete the document from the Knowledge page and it will no longer appear in answers.
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