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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.

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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. You can change the tier per customer depending on the kind of documents they have.

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Credit model

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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: You’ll see an estimated credit cost before an upload finishes. If your balance is too low, the upload is stopped before any charge is made.

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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.

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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:

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Answer quality by agent tier

Higher agent tiers pull in more supporting material for each answer, so replies are richer:

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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.