Yes, I mean an internal knowledge base that agents can refer to.
For example, if in a outbound saling call, the agent always just talks about the product information he knows or be trained, while the user may ask questions that the agent is not so familiar with or about other products. Thus the agent need to refer to someplacel (such as an internal knowledge base) for answer.
I found in the function list that there is a “playbook” for agents, is it what I’m looking for?
Thank you!