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Give your agent knowledge

Owner, Admin

Your agent answers from the documents in your library. You add documents in Agents > Context. Then you select which documents each agent can use.

Before you start

  • You need the Owner or Admin role to add or change library items. Every member can view them.

The library

The Library group in the Agents menu holds content that all your agents share:

PageWhat it holds
GuidanceCompany rules that every agent follows, such as tone of voice.
ContextDocuments: policies, FAQs, price lists and other written content.
PropertiesDetails that agents capture in a conversation, such as an order number or a postcode.
GoalsWhat a good outcome looks like for a type of conversation.
ProceduresStep-by-step instructions for one kind of request.
ToolsThe tools that agents are allowed to use.

Add a document

  1. Open Agents > Context.
  2. Select New document.
  3. In Title, type a name, for example "Refund policy".
  4. In Label — when should an agent use this?, tell the agent when to open the document. For example: "Use when the customer asks about refunds or returns."
  5. In Content, paste or type the text.
  6. Optional: in Website source (optional), type the address of a page on your website.
  7. In Prompt inclusion, select Fetched on demand (recommended) or Always in the prompt.
  8. In Audience, select All agents or Selected agents. If you select Selected agents, select each agent.
  9. Select Save.

Write the label for the agent, not for people. The agent reads the label to decide if the document is relevant.

Choose between the two inclusion settings

SettingWhat happens
Fetched on demand (recommended)The agent reads the label. It opens the full text only when the label matches the question. Use this for long documents.
Always in the promptThe agent gets the full text in every conversation. Use this only for short facts.

Update a document from your website

If a document has a website source, you can copy the page text again.

  1. Open Agents > Context.
  2. Open the menu on the document.
  3. Select Sync from website.

Line replaces the document content with the text from the page.

Turn knowledge on or off for one agent

  1. Open Agents, then select Manage agent on the agent.
  2. Open the Conversation tab.
  3. In the Knowledge card, turn each document on or off.
  4. Select Save draft, then Publish.

The Knowledge card also has two switches:

  • Customer details loads the contact's name, numbers and open cases when a conversation starts.
  • Recent cases adds the status and channel of the customer's five most recent cases. It never adds the messages.

When changes apply

  • A change to a document's text applies to live agents at once.
  • A change to which documents an agent uses applies only after you publish the agent.

Common problems

The agent does not use a document. Make sure that the document is turned on in the agent's Knowledge card, and that the agent is published. Then make the label more specific. The agent opens a document only when the question matches it.

The agent says it does not know. The agent uses only the parts of a document that match the words of the question. If no words match, the search returns nothing. Add the missing fact to a document, in the words that customers use.

I cannot see New document. You need the Owner or Admin role.