What your agent knows

What knowledge is

Your agent states facts only from its knowledge and from the brand’s background on its profile. A price, an address or a delivery time that is written nowhere is one it will not give: it tells the customer it does not have that information. So what you put here decides what it can answer.

Each agent has its own knowledge. Open AI Agent, choose Edit on the agent’s card, then Knowledge in the side column.

The four kinds of knowledge

Choose Add knowledge. The window asks What should the agent learn from? and offers four kinds. Pick one and choose Next.

Add documents

1. Choose Add knowledge, then Document, then Next.

   The window Add documents opens.

2. Drag your files onto the box, or click it and choose them.

   The box says Click or drag files to this area. You can add up to 10 files at a time, each under 15 MB. Every file you chose is listed under the box, with a button to take it out again.

   

3. Choose Create.

   The files are uploaded and appear on the list as In progress while they are read, in the background. Once read, each one says Used, or Failed with the reason.

The agent reads about the first 120,000 characters of a document, roughly forty pages of text. Split a longer document into several files, by subject.

Add pages of your website

1. Choose Add knowledge, then Online data, then Next.

   The window Add website content from a URL opens.

2. Choose the Crawl depth.

   Only this URL reads the one page. Include subpages also reads the pages under it on the same website, up to 30 pages: for an address ending in /help/start, that is everything under /help/.

   

3. Choose the Update frequency.

   Do not update reads the pages once. Update every 3 days, Update every 7 days and Update every 30 days read them again by themselves, so a price changed on your site reaches the agent without you.

4. Type the address under Website URL.

   Use the full address, starting with https://. Add more adds a line, up to 10 addresses at a time. An address that is not a web address is marked Invalid URL before anything is sent.

5. Choose Create.

   Each address becomes an item, In progress while it is read. Once read, it takes the title of its first page as its name.

• Only public web pages can be read. A page behind a sign-in, or an address that is not on the public internet, is refused.
• Files a page links to, such as a PDF or a spreadsheet, are not followed. Upload those as documents.
• The agent reads the words of each page without the menus every page repeats: up to 30,000 characters a page and 120,000 for one item.
• If a later reading fails, for example because your site is down, the agent keeps answering from the last reading that worked.

Add questions and answers

1. Choose Add knowledge, then Q&A, then Next.

   The window Create Q&A opens.

2. Type the Question.

   Write it the way a customer asks it. Customers ask the same thing in different words, so Add another way to ask it adds a line for each other wording, up to 10 in all. Every way written here finds the same answer.

   

3. Type the Answer.

   This is what the agent says, in its own tone and in the customer’s language. A question takes up to 1,024 characters and an answer up to 5,000.

4. To write several at once, choose Add another question and answer.

   Each question with its answer becomes its own item on the list. You can write up to 20 in one go.

5. Choose Create.

   A question and its answer needs no reading: it is ready at once.

Add a file the agent can send

An attachment is a file the agent sends as it is: a catalogue, a price list, a photo, a short video. The agent never reads what is inside it. All it knows is the name and the description you give it, which is how it decides when to send it.

1. Choose Add knowledge, then Attachment, then Next.

   The window Add attachment opens, with the allowed types and sizes beside the form.

2. Choose the file under File.

   One file at a time. Upload file opens your files, and you can also drag the file onto the box.

   

3. Give it a Display name, if you want another one.

   It is shown to your teammates and used as the name of the file the customer receives. Left empty, it is the file’s own name.

4. Write the Content description.

   Say what the file is, in up to 1,000 characters. The agent sends the file when this matches what the customer asks for, so be exact: “Summer 2026 catalogue with every sofa, sizes and prices” is better than “catalogue”.

5. Choose Create.

   The list says Attachment added. The agent can send it now. Back returns to the four kinds instead.

• The agent sends a kind of file only when that kind is ticked under Allowed interactive formats on its Profile.
• It sends at most three files after one reply, and avoids sending a file it already sent in the conversation unless the customer asks for it again.
• It chooses among 30 attachments at most: when you have more in use, the first 30 by name.

What the status of an item means

A small exclamation mark beside the switch of a website means its latest reading failed. The agent is still answering from the reading before: point at the mark to see why.

Change, read again or switch off an item

Each row ends with a pencil, for the items that can be edited, and a menu with three dots.

The switch in the Status column turns an item on and off without deleting it. Switch off a price list that is out of date, and switch it on again when it applies. After any action the list comes back as it was, with the same search, filters and page, and a line at the top says what happened.

Delete knowledge

1. To delete one item, open its three-dot menu and choose Delete.

   The app asks you to confirm, naming the item.

2. To delete several, tick their rows.

   A bar appears with the number selected, Cancel and Delete. The box at the top of the column ticks every row on the page.

3. To empty the list, choose Delete all.

   It is at the top of the list, beside the total. The app says how many items will go and asks you to confirm.

Find an item

The list is sorted with the latest change first, and shows 20 items a page. The menu at the foot changes that to 50 or 100.

How the agent uses it

• Only items that are Used count. An item that is In progress, Failed or Not used is left out of every reply.
• When the agent has little knowledge, it reads all of it for every reply. When it has a lot, it reads the pieces closest to what the customer is asking, by meaning as well as by the words used, so a question in Arabic can find an answer you wrote in French.
• If a customer types a reference made of letters, a dash and digits, such as MG2-1104, the pieces that carry that reference are read first.
• The brand’s background on the Profile is read for every reply, whatever the question.
• Every number of four digits or more in a reply has to be in what the agent was given. A price belongs here, in the knowledge, written the way you want it quoted.

The preview shows, under each answer, how much of the knowledge it was made from. See Test your agent.

Good practice

• Start with questions and answers for the ten things customers ask most. They are the most exact knowledge the agent can have.
• Give spreadsheets a first row of clear column names, such as Product, Price and Delivery time: the agent reads each value under the name of its column.
• Keep one subject in one document. Several short files are found more reliably than one long file, and are easier to replace.
• Write prices with their currency and their unit, the way the agent should quote them.
• For a website that changes, choose an update frequency. For one that never changes, Do not update is enough.
• When a price list goes out of date, switch it off or delete it the same day. The agent quotes what is there.
• After adding knowledge, ask the preview the questions it should now answer.

Good to know

• Admins and managers can change an agent’s knowledge. Other members need access to the AI agent: see Roles and access.
• Adding knowledge, and having it read, is not charged to your AI wallet. The agent’s replies are: see AI usage overview.
• A new agent starts with no knowledge, and the page says No knowledge yet. A duplicated agent gets its own copy of the original’s knowledge.
• Deleting an agent deletes its knowledge and its files.

Questions