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Three things make an employee good at your work: Knowledge (your documents and pages, which it searches before it answers), Memory (what it learns about you and your business as it works), and Skills (step-by-step guides for jobs such as research reports). You find all three in the employee’s workspace (Manage in its direct message). What every employee should know, such as what your business does and your brand voice, belongs in the company profile instead. You write it once, and every employee reads it.

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Knowledge

Knowledge is the material an employee works from: product docs, policies, price lists, FAQs. It searches its knowledge before it answers, so replies are grounded in your sources instead of guesses.
1

Open Knowledge

In the employee’s workspace, click Knowledge.
2

Add your sources

Click Add knowledge (Add source once it has sources), then upload files, add websites, or paste text. Sources work like an agent’s knowledge; see Knowledge in the Agents docs for every kind of source.
3

Wait for training

Each source shows its status. When it’s ready, the employee can search it.
Nova's knowledge: one source, the characters used, when it was last trained, and the PDF catalogue marked Trained
To have an employee answer from the same knowledge as one of your agents, pick that agent under Knowledge base in the employee’s Profile. Knowledge then shows which agent it uses, and Manage sources opens that agent’s knowledge, where you change it for both. Only you can add knowledge to your employees.

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Memory

An employee remembers what matters between conversations. It writes most of its memory itself, and you can read and edit all of it under Memory.

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Notes

Four notes that are in the employee’s mind in every conversation: Click into a note to change it, then click Save. Each note holds up to 4,000 characters.
Nova's Memory: Persona notes, About your business and Working memory, each a box the employee fills in as it learns

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Learned facts

After conversations and routine runs, the employee saves short, dated facts it picked up, such as “Ana at Luma Boutique orders 24 bottles each season”. Profile facts are always in mind; the rest are recalled when they’re recent or relevant, and the employee can search them.
  • To add a fact, pick its kind (Profile, Log, or Note), type it, and add it.
  • To remove a fact, click the trash icon next to it.
Learned facts: a box to add a fact, Profile facts such as the owner's name and reporting conventions, and recent Log and Note facts, each with when it was learned
You can also tell the employee in a chat: “Remember that we never ship on Fridays” or “Forget what I said about the spring discount.”

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What doesn’t become memory

To keep outside text from changing how an employee behaves, some work never writes to its memory:
  • Routines that start from a webhook call or an email. They can read memory but not change it.
  • Requests from people you invited to a group chat, and conversations in Slack. There the employee reads its four notes, but not its learned facts, which come from your private conversations.
Marky’s memory is separate. Your employees don’t read it, and Marky doesn’t read theirs.

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Skills

Skills are step-by-step guides an employee follows for specific jobs, such as research reports, data analysis, or documents. They come from the same library as Marky’s skills, including skills you write yourself. In the employee’s workspace, click Skills and choose:
Nova's Skills: Every active skill selected, Only the skills I pick, and the library with data-analysis and research-report marked Recommended
Click Manage the library to add, write, or turn off skills. A skill turned off in the library isn’t used by any employee.

Company profile

What every employee knows about your business.

Agents knowledge

Every kind of knowledge source, and how training works.