Knowledge — reference material
Give your agent a reference library — FAQs, policies, product details, past answers — so it responds accurately from your material instead of guessing.
Last updated July 14, 2026
Knowledge is your agent's reference library. Add the information it should draw on — company policies, product details, FAQs, past answers — and the agent pulls from it to respond accurately, grounded in your material rather than general guesses.
What to add
Good knowledge is anything you'd want the agent to know cold:
- Product and service details, pricing rules, and specifications.
- Policies — returns, support, scheduling, escalation.
- Frequently asked questions and their approved answers.
- Background on your company, customers, or market.
How the agent uses it
When a task or question relates to something in its knowledge, the agent finds the relevant passage and uses it to shape its answer. That keeps responses consistent with your official information and reduces the chance of it making something up.
Keeping knowledge accurate
Start with the questions your agent will face most often and the facts it must never get wrong.
Prices, policies, and offerings change. Outdated knowledge leads to confidently wrong answers, so revisit it as your business evolves.
Ask the agent things your customers actually ask, and refine the knowledge wherever an answer misses.
Knowledge vs. Files vs. Memory
Use Knowledge for stable reference facts the agent answers from. Use Files when the agent needs the actual document to copy or fill in. Use Memory for things the agent learns over time as it works with you.