Give your Retell agent a job sheet
Retell can read from knowledge base sources. This builds the source: a plain-markdown OKF v0.2 bundle carrying your rates, your service area, the jobs you don't take and what the agent should escalate rather than answer.
What is an OKF knowledge pack?
OKF — the Open Knowledge Format — is an open, vendor-neutral specification Google Cloud published in June 2026, with v0.2 following in July. It describes the knowledge an AI agent needs as plain markdown files with a little YAML at the top. No SDK, no account, no platform lock-in: if you can open a text file you can read it, and if you can put a folder on a web server you can ship it.
A business knowledge pack is a folder of those files describing one business — what it charges, where it works, what it refuses, and when an AI assistant should stop talking and hand over to a human. Any AI voice agent, AI receptionist, chatbot or phone answerer that can read a text file can read one. It was built for enterprise data teams, but the problem is identical for a one-van business: knowledge that lives in one person's head, which the AI needs and hasn't got.
What an AI voice agent gets wrong without one
An AI assistant answering your phone has read a large fraction of the internet and knows nothing about your business. It has world knowledge and zero business knowledge — which is what makes it confident and wrong. Three things go wrong, in roughly this order of cost.
It invents a price
An AI voice agent with no rate card averages something reasonable-sounding from context. Reasonable-sounding is not your rate. The knowledge pack carries your actual hourly, day, callout and minimum charges — plus a sanctioned formula the agent can fill in but cannot rewrite.
It takes work you don't do
Every trade has a list: gas appliances if you're not registered, anything above two storeys without a scaffold, insurance jobs. An AI assistant will book all of it, because the word is in your description. The pack states the exclusions outright.
It makes claims about your credentials
Asked whether you're registered, an AI agent with no data guesses yes, because someone in your trade usually is. That's a statement about your legal standing made by software. The pack lists what you actually hold, and what to escalate to a human instead of answering.
Worth being blunt: This will not change how you show up in Google. OKF is not a ranking signal and search engines do not fetch these files to rank you. It is a format for the AI that works for you, not for the search results.
How it works
Fill in the sheet
Start from a trade preset and correct it. Rates, patch, hours, and the work you turn down.
Publish the bundle
Download the pack and host the markdown files anywhere that serves a public URL. They are plain text files — no build step, no SDK, no account.
Add it as a source
Point your agent's knowledge base at that URL. Re-publish when your rates change; the pack carries a review date so a stale one flags itself instead of quoting last year's figures.