Knowledge: answering from your own documents

An agent normally answers from its system prompt. Knowledge lets it answer from your own material as well: your price list, your returns policy, your opening hours, your product sheets. During a call the agent looks up the relevant passages and answers from them, and the call record shows which passages it used.

Open Knowledge in the left menu.

The two things you work with#

A collection is a named set of documents, for example Product FAQ or Shipping policy. A collection belongs to your project, not to one agent: several agents can answer from the same collection, and each agent can answer from several collections.

A document is one piece of content inside a collection. It can be text you type, a file you upload, a page or a whole website we fetch for you, or files we read out of a storage bucket you own.

Draft, in review, published, archived#

This is the part worth reading twice, because it explains almost every surprise.

• Draft. The document exists and you can edit it, but nothing can find it. A new document always starts here.
• In review. A draft somebody has marked as ready to be read. Exactly as unfindable as a draft: the difference is the label and the filter, not what an agent can answer from.
• Published. The text has been split into passages and indexed. Only published documents are searchable, so publishing is the step that makes an agent able to use a document at all.
• Archived. The row and its history stay, the passages are removed. The agent can no longer quote it. Publishing again brings it back.

Editing the text of a published document does not republish it by itself. Until you publish again, the agent keeps answering from the older wording.

What the agent does on a call#

When the agent needs a fact it does not have, it searches the collections attached to it, reads the best-matching passages, and answers from them. It searches only published documents, and only the collections that agent is attached to.

Where to go next#

• Add content: text, a file, a page or a whole sitemap.
• Import a whole folder out of a storage bucket you own.
• Send a document for review before anyone publishes it.
• Let an agent answer from a collection.
• When the agent does not know something you know is in there.