Configuring knowledge
Setting up knowledge stores, deciding what goes in them, and scoping who can reach what.
Knowledge stores are what an agent grounds its answers in. Configuring them well is mostly about restraint: a small store of authoritative material beats a large store of everything anyone has ever written.
Everything here happens in the console under Knowledge stores.
Setting up a store
A store has a name and a description, and can carry tags and key and value metadata. Once you have more than a handful of stores, that metadata is what keeps them navigable.
Material goes in two ways: upload files, or paste text directly for something that does not exist as a file. Everything added is listed inside the store and can be viewed or removed individually. A file finishes processing before an agent can use it.
Deciding what goes in
Put in the material you would want quoted back to a customer: policies, playbooks, product documentation, service manuals, approved wording.
Leave out drafts, superseded versions and anything nobody has approved. An agent cannot tell that the 2023 pricing sheet was replaced; it will ground an answer in it perfectly confidently.
Split stores by audience rather than by file type. One store per team or per domain is easier to attach correctly than one large store everyone shares.
Scoping access
Two attachments decide who benefits.
To teams, so a team's people and agents pick the store up.
To agents, in the Knowledge stores section of an agent's configuration. This is the one that actually lets an agent answer from the material.
Attach the minimum that makes the agent correct. An agent with every store attached is slower to ground and more likely to reach for something irrelevant.
What people can do on the phone
They can attach a store's files to a single chat message, when they want an agent to look at one specific document for one question. They cannot create or change stores. See Chats.
Plan limits
The number of active stores, and the amount of material in them, is capped by your plan. Creating past the cap is refused rather than silently truncated. Current usage is in Usage.
Keeping it current
Knowledge goes stale quietly. Nothing breaks; answers just become subtly wrong. Review the stores your customer-facing agents use on the same cadence you review the documents themselves, and delete rather than accumulate.