Manage an agent's knowledge

What agent knowledge is for

Knowledge is the business context an agent can use when it responds to customers. It keeps important facts in one place so the agent can answer with your information instead of relying on a generic response.

Open My Agents, choose an agent, and open Knowledge in its settings. The page shows each knowledge category, the number of entries it contains, and whether that category is available to the selected agent.

Knowledge categories

The current panel organizes knowledge into these categories:

Category	Examples of what it can contain
Business information	Company name, slogan, and business description.
Locations	Verified addresses and location details customers may need.
Policies	Customer-facing policies and explanations.
Payment methods	The payment options your business accepts, such as cash, card, transfer, or supported digital methods.
Bank accounts	Transfer information, including the fields required for the selected country.
Social links	A platform name and the URL customers should visit.
Additional instructions	Extra business guidance that does not fit the other categories.

The exact fields shown inside a category can depend on the type of entry. For example, a location uses a place search and verification flow, while a bank account may ask for country-specific information.

Add, edit, or delete information

Open a category and use its Add, Edit, or delete action. Save each entry after reviewing spelling, links, prices, policies, and contact details. Keep information concise and customer-ready: the agent may use it in a live conversation.

For locations, use the panel’s place search and complete any verification it requests. For social links, use the public URL that customers should open. For payment methods and bank accounts, publish only the information your business is prepared to share with customers.

Do not put passwords, access tokens, private keys, or internal credentials in agent knowledge. Use the appropriate connection flow for a service instead of placing secret values in an instruction or business field.

Control an agent’s access to knowledge

Each category has an access control for the selected agent. Turn off a category when that agent should not use it. Some categories are required by the agent’s current workflow and cannot be disabled; the panel identifies those requirements.

Access is per agent. Changing knowledge or access for one agent does not automatically change another agent’s configuration. Review the selected agent name before saving.

Draft, publish, and live behavior

Knowledge changes follow the agent’s draft and live lifecycle. The panel may show the edit as an unpublished change until you review and publish it. A published knowledge change affects the live agent according to the same activation state it already has; publishing is not the same as turning the agent on.

Review the change summary before Review & Publish. If the information is not ready, keep it in draft or use Discard Changes when the panel offers that option. See Configure an AI agent and Review agent readiness for the full configuration lifecycle.

Keep knowledge aligned with the rest of the workspace

Knowledge should agree with the source records customers can act on:

• Use Products for catalog products, prices, stock, and product media.
• Use Services for bookable or request-based services and their readiness rules.
• Use Add business context for the onboarding version of the same business setup.

When a fact changes, update the appropriate source and the agent knowledge that explains it. Conflicting prices, hours, policies, or links can make an otherwise ready agent give customers the wrong next step.