Use business knowledge for facts the agent needs to answer correctly. Start with the questions callers actually ask, then prepare a small set of approved sources instead of a large unreviewed folder.
What belongs in the knowledge
Good starting material includes service descriptions, opening hours, locations, preparation instructions and the process for human follow-up. Give each document a clear title and an owner who can keep it current.
Example Workshop — service information
Owner: Reception team
Reviewed: 2026-10-02
Purpose: Explain the services the workshop accepts.
Services: Replace with the approved service list.
Limitations: The team must confirm repair scope and final pricing.
Next step: Replace with the approved request or callback process.
This is a document outline, not finished business information. Replace the example entries before using it with an agent.
Files, collections and the agent
Storage is the console area for managing files and collections. In the agent’s Configuration tab, review File collections and the available Add files control. Check which knowledge is associated with the agent you are editing.
Use collections to keep related information together. Separate branches or business functions when their policies differ. The file’s presence in Storage alone should not be treated as proof that the intended agent is using it; review the agent’s configuration too.
Make sources easy to use
| Unclear source | Better source |
|---|---|
| “Usual hours apply.” | State the days, hours and relevant location or time zone. |
| “Prices from…” | State what the price covers and when the team must provide a quote. |
| Two documents with different policies | Keep one current answer and remove conflicting active material. |
| A file named “final-new-2” | Use a descriptive title and review date. |
Keep secrets, access tokens and unnecessary customer records out of business knowledge. A document should provide facts; it should not grant the agent new permissions.
Review an update
After changing a source, check the available file status and the agent’s selected knowledge. Review a question affected by the change and a related question that should stay the same. Update the instructions only if the behaviour also needs to change.
A static document cannot prove live availability or that an external action succeeded. For those needs, review Tools and connectors.