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Add files, websites, articles, and approved answers to Knowledge

Updated Sep 28, 20261 min read

Open Knowledge to manage the sources the Agent can search. Use the smallest authoritative source that clearly answers the visitor's question.

Choose a source type

  • File: upload PDF, DOCX, TXT, Markdown, HTML, JSON, or CSV material that has a clear owner.
  • Website page: import an HTTPS page that should be refreshed when its public content changes.
  • Help Center article: publish a visitor-facing explanation the Agent can cite with a public link.
  • Approved answer: keep a concise reviewed response for a repeated question.

Check AI use

In Knowledge → Library, the AI use column shows whether a processed source can ground Agent answers. Publishing a Help Center article does not automatically make it mandatory knowledge; enable or disable AI use explicitly.

Avoid conflicting sources

Keep one authoritative version of prices, policies, product behavior, and integration availability. Disable or remove superseded material before enabling the replacement.