What is Knowledge Base v2?
Knowledge Base v2 is a rebuilt engine for how Knotie AI Pro reads, stores, and searches your customers’ documents. The result is noticeably faster, more accurate AI answers.
What’s better for you and your customers:
- Much faster answers — replies come back in a fraction of the time.
- Smarter document reading — handles complex PDFs (tables, columns, scanned pages) far better.
- Uploads don’t block you — documents process in the background, so the upload returns instantly and you can keep working.
- More accurate matching — on higher tiers, results are re-ranked so the best answer rises to the top.
Rolling out. Knowledge Base v2 is being enabled gradually, per customer. If you don’t yet see the document-processing options described below in a customer’s portal, this upgrade hasn’t reached that account. Contact Knotie support if you’d like it turned on for a specific customer.
Document processing tiers
When you add a knowledge base to a customer, you pick a processing tier. This controls how thoroughly documents are read and how much the upload costs in credits.
| Tier | What it does | Best for |
|---|
| Quick & Cheap | Fast, text-only reading. Lowest credit cost. | FAQ and policy PDFs, simple websites |
| Balanced | Reads tables, headings, and multi-column layouts for better answers on complex documents. | Most business documents |
| High-Fidelity | Best-in-class reading for heavily formatted, scanned, or image-heavy PDFs. | Detailed or scanned documents where accuracy matters most |
Credit model
Uploading documents
Document processing is charged to your (partner) credit balance, not the customer’s. The cost depends on the tier and the size and type of file:
| File | Tier | Approx credits |
|---|
| 8-page PDF (text-only) | Quick & Cheap | Free |
| 8-page PDF (text-only) | Balanced | ~36 |
| 200-page PDF (scanned) | Balanced | ~900 |
| 200-page PDF | High-Fidelity | ~4,500 |
| 100-URL sitemap | Any | ~300 |
Answering questions
- External agents (Retell, VAPI, Ultravox, n8n) that look something up in the knowledge base are charged 2 credits per query — unchanged from before.
- Knova voice agents don’t get a separate per-query charge; knowledge base lookups are already included in their per-minute pricing.
How uploads process
When a customer uploads a document, it’s added to a processing queue and handled in the background. You can watch its progress right in the knowledge base file list:
Uploaded → Processing → Completed (or Failed if something goes wrong).
You don’t have to wait on the upload screen — come back anytime and check the status.
If an upload fails, the system retries once before marking it failed. The most common reasons:
| Message | Likely cause | What to do |
|---|
| Processing timed out | Very large or slow-to-read file | Retry; if it keeps happening, switch to the Quick & Cheap tier |
| Not enough credits | Your partner credit balance is too low | Top up credits in the Partner Portal |
| Couldn’t save the document | A temporary storage issue | Retry in a few minutes; contact support if it persists |
Answer quality by agent tier
Higher agent tiers pull in more supporting material for each answer, so replies are richer:
| Agent tier | Supporting results per answer | Feel |
|---|
| Essential | 3 | Fast, concise |
| Moderate | 5 | Balanced, more context |
| Premium | 8 | Most thorough, best matching |
Moving over from the old knowledge base
You don’t need to re-upload anything. Existing documents stay available and are moved over in the background as each customer is switched to Knowledge Base v2. The transition is gradual and happens per customer, so there’s nothing you need to do.
