Documentation / Knowledge
The agent does not know something that is in there
Five checks, in the order that finds it fastest.
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The content is in Knowledge, and on the call the agent still says it does not know. Work through these in order. In practice it is almost always the first two.
1. Is the document published?#
Open it. If the status says draft, nothing can find it. This is the single most common cause, because writing a document and publishing it are deliberately two separate steps.
2. Did processing finish?#
Uploads, page fetches and sitemap crawls are done in the background. Open the Processing tab. A job that says failed shows the reason: a file we could not read, a page that refused the request, a link outside the scope you set. A job still running has not indexed anything yet.
3. Is the collection attached to that agent?#
Not to another agent, not to the project in general. Open the agent, go to its Knowledge tab, and check the list. Then check that the agent has actually been deployed since you changed it.
4. Ask the Search tab#
The Search tab in Knowledge runs the same lookup the agent runs on a live call: same ranking, same published-only content, same language handling. If your question finds nothing there, it finds nothing on the call either, and now you can see why.
If it finds the right passage there but the agent still does not use it, the problem is the agent's prompt, not the content.
5. Was it edited after publishing?#
Editing the text of a published document does not republish it. Until you publish again the agent keeps answering from the previous wording, which is exactly what "I fixed that already" looks like from the caller's side. The document view tells you when the indexed version and the current text have drifted apart.
Two more things worth knowing#
Language. A question asked in Greek finds Greek content most reliably. If a policy has to be quoted in both languages, add the translation as a language version of the same document rather than hoping one version covers both.
Archived is not searchable. Archiving deliberately removes a document's passages while keeping the document. If someone archived it, publish it again.