Knowledge
The documents, texts and pages your agent can consult — and how it's different from the catalogue and from the key facts.
Your agent answers with what you load. Most of that lives in its configuration, but there's a fourth source for everything that's too long to type into a field: Settings → Knowledge.
Payment terms, cancellation policy, the operator's conditions, the FAQ from your site. You load it once and every agent consults it.
It's edited by the Owner and Admin. Anyone who reaches the screen sees it read-only.
The three ways to load it
Upload a document
PDF, Word or Excel. Up to 25 MB, and up to 50 MB for a PDF. Several at once is fine.
Write a text
A title and the content, typed or pasted. It's the right one for things that don't exist as a file — how payments work, what your deadlines are.
Add a web page
A URL. Only that URL: it doesn't crawl your whole site. If you want three pages, add three.
Each source is processed in the background — Pending → Processing → Ready — and only counts once it says Ready. If it comes back with an error, the row's menu has Re-process; that's also how you refresh a page whose content changed, because a URL isn't re-read on its own.
Who each source belongs to
By default a source belongs to the whole organization: every agent consults it. From the row's menu you can hand it to one specific agent, and from then on only that one sees it.
That's the same idea as catalogue groups, for the same reason: if you run more than one agent on different channels or different lines of business, they shouldn't all be quoting the same conditions.
How the agent uses it
It searches — it doesn't carry the whole thing in its head. When a question needs something that isn't in its configuration or its catalogue, it runs a search here and answers with the fragments that come back.
Two consequences worth knowing:
- It's one source among several, not the first one. The catalogue is where prices and products come from; knowledge is where conditions and policies come from. The agent picks.
- An organization with nothing loaded doesn't even have the search. That's deliberate: an agent offered a tool that can only come back empty gets worse at using the others.
Deleting a source is immediate and can't be undone. From that moment the agent stops using it to answer. There's no 30-day bin here, unlike an archived catalogue product or an archived opportunity.
Knowledge, key facts, or catalogue?
Three places that all "teach the agent something", and putting a thing in the wrong one is the most common mistake on this screen:
| Load it in | When | How it comes out |
|---|---|---|
| Knowledge | Long material you already have written down: policies, conditions, an FAQ, the operator's sheet | The agent searches it and answers in its own words, based on what it found |
| Key facts (agent config) | A short answer that must always come out identical: where you're located, how payments work | Repeated word for word |
| Catalogue | What you sell: products, prices, variants | It's what the agent can offer and quote. Nothing else can give a price |
The rule of thumb: if it must never be paraphrased, it's a key fact. If it's three pages of conditions, it's knowledge.