Build and maintain your Knowledge base

Knowledge gives the Agent approved material to search before answering. A focused, current library usually produces better answers than a large collection of duplicated or outdated documents.

Use Help Center articles for

• Product explanations and setup instructions.
• Public pricing, billing, integration, privacy, and policy information.
• Answers that visitors should be able to open and read themselves.

Use uploaded Knowledge for

• Approved internal playbooks the Agent may use but visitors should not browse directly.
• Detailed product references, structured data, or long documents that do not belong in a public article.
• PDF, DOCX, TXT, Markdown, HTML, JSON, or CSV sources that have a clear owner and review date.

Maintenance rules

1. Keep one authoritative source for each fact whenever possible.
2. Remove or disable superseded sources.
3. Do not upload secrets, credentials, private customer data, or unrestricted employee-only information.
4. Review pricing, policies, integrations, and legal material whenever they change.
5. Use knowledge-gap reports and real visitor questions to decide what to add next.