Knowledge and policies
Which business data the agent can use, where you edit it, and which changes apply instantly.
In the product: AI agent →
Your agent’s Knowledge section holds the business data the agent uses to answer: who you are, where you are, your policies, and how customers pay you. The data belongs to your whole business and all your agents share it; what you choose per agent is which of it the agent can use.
Open it in My Agents → your agent → Knowledge.
The categories
| Category | What you store |
|---|---|
| Business information | Company name, Slogan, and Description |
| Locations | Your locations: name, address verified on Google Maps, phone, and hours |
| Policies | Rules for your customers, each with a title and description: exchanges and returns, warranties, delivery times |
| Payment methods | The ways customers can pay you |
| Bank accounts | Transfer details: country, bank, account holder, and CLABE (Mexico) or account number |
| Social links | Your official profiles: platform and URL |
For anything the agent should keep in mind in every conversation, like delivery areas, seasons, or what you don’t sell, use the Business context in Guided configuration. Don’t use Additional instructions for that.
Edit the data
- In the category, click Edit.
- Add a record, or use the pencil to change one and the trash can to delete it.
- Click Save.
Changes apply immediately to all your live agents; you don’t need to publish. For example, if you change a location’s hours, the agent uses the new hours starting with its next reply.
- Locations are searched on Google Maps first, so the address is verified.
- You can also edit bank accounts in Sales → Payments.
Choose what this agent uses
Each category has an access switch for this agent. Some show the Required by flow notice: the agent’s job needs them, so you can’t turn them off or delete their last record. For example, pickup needs Locations, and collecting payment by transfer needs Bank accounts.
The switches are saved to the draft. The change applies when you publish. Read Publish changes.
Best practices
- Write your policies the way you’d explain them to a customer, in short sentences.
- Keep each location’s hours up to date.
- Don’t repeat prices or stock here: the agent always takes them from your catalog.