Knowledge base
The knowledge base is what Alice and Julian know about your company. Upload PDFs, docs, URLs, call transcripts, and battle cards, then scope them per campaign.
The knowledge base is the set of company facts your digital workers draw on. You upload source material once — PDFs, documents, URLs, call transcripts, and battle cards — and 11x structures it so both Alice and Julian reference it during outreach and conversations. It is a single source of truth shared by both workers, and updates take effect immediately for future interactions.
This is the highest-leverage input on the platform. Generic outreach is almost always a thin-knowledge-base problem, not a model problem. Budget real time here — it is the step teams most often rush and most often regret.
What it accepts
| Source | Typical use |
|---|---|
| PDFs | Product one-pagers, whitepapers, analyst reports |
| Documents | Positioning docs, messaging frameworks, pricing guidance |
| URLs | Your own product and pricing pages, published case studies |
| Call transcripts | Real objections and real language from real deals |
| Battle cards | Competitive differentiation and trap-setting questions |
Content is uploaded once and structured automatically. You don't need to format it for the platform.
Call transcripts are the most underused source. They contain the objections your buyers actually raise and the words they actually use — which is exactly what makes outreach sound like a person wrote it.
What to cover
Work through all six. Gaps here show up directly in output quality.
| Input | Why it matters |
|---|---|
| Positioning | What you sell, who it's for, the problem it solves |
| Product detail | Specific enough to make a concrete claim, not a category claim |
| Competitive differentiation | How to respond when a prospect names an alternative |
| Objection handling | The five objections you hear most, and your actual answers |
| Proof points | Named customers, quantified results, relevant case studies |
| Boundaries | Claims that must never be made; topics to route to a human |
Boundaries are not optional. They are what make autonomy safe to leave running. Write down the claims Alice must never make — unsupported performance numbers, compliance assertions, roadmap commitments — as explicitly as you write the positioning.
Campaign-level scoping
You can restrict which knowledge base entries apply to a given campaign, so outreach stays focused on exactly what you're selling in that motion.
This matters most if you sell more than one product. Without scoping, a campaign for one offering can pull in context from another and produce outreach that pitches everything at once — which reads as unfocused and converts poorly.
Group entries by offering
Keep product-specific material separable rather than merged into one general document.
Scope each campaign to one offering
Select only the entries relevant to what that campaign is selling.
Keep shared material shared
Company positioning, proof points, and boundaries usually apply across all campaigns.
Version history
Every update is tracked with full audit visibility — what changed, when, and by whom. If new messaging underperforms, you can roll back to a previous version without losing progress.
Change one thing at a time and note the date. If you rewrite positioning, differentiation, and proof points in the same week, a drop in reply rate tells you nothing about which change caused it.
Shared with Julian
Both workers pull from the same knowledge base. That means the answer a prospect gets from Alice's outreach and the answer they get on a call with Julian come from one source.
Keep it that way deliberately — divergent positioning between outbound and inbound is a credibility problem that's hard to detect from inside.
Keeping it current
The knowledge base is not a setup task you complete. Update it when:
- Positioning or messaging changes
- You launch or sunset a product
- A new competitor becomes relevant, or an existing one changes their pitch
- You win a notable customer worth citing as a proof point
- A recurring objection emerges that isn't yet covered
- Pricing posture changes
A stale knowledge base degrades quietly. Output stays fluent while becoming subtly wrong — which is harder to catch than an obvious failure. Assign an owner and a review cadence.