Skip to main content
Knowledge is everything your agent knows about your business. When someone asks a question, the agent looks up the most relevant parts of its knowledge and answers from them. The better and more current this content is, the better the answers.
The Knowledge page with Total characters 4,838 of 10,000,000, Last trained 8 minutes ago, Auto-retrain Off, Retrain All, Add new source, and a table of three finished sources: a Q&A, the website's sitemap, and its home page

​
Add a source

1

Click Add new source

Open your agent, click Knowledge, and click Add new source.
Select a data source: Files, Website Crawler, Text, Q&A, Sitemap XML, and Youtube
2

Choose the type and fill it in

3

Click Add

The source appears in the table as PENDING, then PROCESSING, and FINISHED when the agent can use it. The table refreshes on its own.
Website Crawler reads 5 pages unless you change How many links to crawl. Raise it to read a whole site, or add your Sitemap XML instead, which lists your pages directly.

​
Sources and their status

Each row shows the source’s type, its content or URL, how many characters it adds, and its status: When a website crawl or a sitemap finishes, each page it found appears as its own row.
  • The refresh icon reads a source again. Use it after a page changes, or to retry a failed source.
  • The trash icon deletes a source and everything the agent learned from it.
  • Retry Pending appears when sources are stuck in PENDING, and starts them again.

​
Keep your knowledge current

Your agent doesn’t notice when your website changes. To update it:
  • Retrain All reads all your website pages again. Files, text, Q&A, and videos stay as they are; to replace a document, delete it and upload the new version.
  • Auto-retrain checks your website pages every week and relearns only the pages whose content changed. It’s available on Unlimited 500 and higher plans.
Last trained shows when the agent last learned from its sources.

​
Fix a wrong answer

When the agent gets something wrong in a real conversation, open it in Conversations and click Revise answer. Your corrected answer is added to Knowledge as a Q&A, so the agent gives it next time. You can also add a Q&A here directly.

​
Limits

Total characters shows how much of your plan’s knowledge allowance this agent uses. Each agent has its own allowance, from 1 million characters on the Free plan up to 250 million. On the Free plan, an agent can also have up to 250 sources. See Limits and usage.

​
How the agent uses its knowledge

Your content is split into short passages. For each message, the agent searches for the passages closest to the question and the conversation so far, and answers from them. That means:
  • Clear, specific pages work best. A page that answers “How much is a class pass?” in one sentence beats a long page that mentions prices in passing.
  • Q&A pairs give exact answers. Use them for the questions you get most, and for anything the agent keeps getting wrong.
  • Conflicting content causes conflicting answers. Remove outdated pages and documents.
By default, the agent answers only from its knowledge and says when it doesn’t know. You can change this in Settings.
Click the refresh icon to try again. If a web page keeps failing, the site may block automated reading: copy the page’s text into a Text source, or upload it as a PDF. A YouTube video fails when it has no transcript in the language code you entered.
Make sure the source is FINISHED. Scanned PDFs without selectable text can’t be read; upload a text version. Then try asking the same question with different words, and add a Q&A for the answer you expect.
Delete those rows. Next time, add a Sitemap XML or pick pages in the website step of a new agent, which lets you uncheck pages.

Test in the Playground

Ask questions and see which sources were used.

Instructions and model

Tell the agent how to answer.