About 

The Knowledge tab is where you control what your agent knows. You can 'teach' your agent using three types of sources: media files, website URLs, and free text.

Want your agent to reference your help center or product pages? Add up to 10 publicly accessible URLs. Need it to know specific details like company policies or common Q&A? Type or paste up to 10,000 characters of free text directly. You can also upload media files through the Media Manager.

All three options are available right from the Knowledge tab; easily switch between them using the segmented control at the top.

Navigate to the Knowledge tab

Click on the Knowledge tab. 

Media manager

Navigate to Media manager by using the segmented control at the top of the page -

or by clicking the Add knowledge button and selecting Media manager -

Search media 

Start typing in the Search field to quickly find specific media items in your knowledge library.

After you enter at least 3 characters, the system automatically runs the search.

The list is updated to show only media items that match your query.

Filter by media type

You can narrow results further using the Media type filter. Click the down arrow to expand the list, then select the desired type. 

Available media types:

• Video – shows only video assets.

• Audio – shows only audio assets (e.g., podcasts, voice recordings).

• Document – shows only document files (e.g., PDFs, slides, text docs).

Add media as a knowledge source

1. On Media manger, click the Upload button.
    
2. Locate and choose a media to upload.
   Your selected media appears in the list. The agent will use this content to inform its responses.
3. Click Publish.

Delete media

1. On Media manager, click the three-dot action button to the right of a media.
   
   
2. Click Delete. You are asked to confirm your action.
   
   
3. Click Delete. You receive confirmation that the media was deleted successfully.

Web sources 

Navigate to Web sources by clicking the Add knowledge button and selecting Web sources -

Add an external URL as a knowledge source

1. On Web sources, in the 'Connect a web source' screen, enter a publicly accessible web address - for example, a help center page, product documentation, or FAQ page.
   
2. Click Link URL.
3. Repeat to add more URLs as needed. You can add up to 10 URLs in total. Your agent will use the content from these pages to inform its responses.
   

   When you add an external URL as a knowledge source, content will be pulled from that page and up to 5 levels of sub-pages. Only text content is extracted - images and videos are not included. The specific page will be displayed in the sources.

    Note that the URLs must be publicly accessible.  Pages behind a login or firewall cannot be accessed. 

4. Click Publish.

Delete a URL

On Web sources, to remove a URL, click the Delete icon next to it in the list.

Free text 

Navigate to Free text by using the segmented control at the top of the page -

or by clicking the Add knowledge button and selecting Free text -

Add free text as a knowledge source

1. On Free text, click into the text field.
2. Type or paste the content you want your agent to know - for example, company policies, product details, or frequently asked questions.
   You can enter up to 10,000 characters. This is a great option for adding quick-reference information without needing to upload a file or link to an external page.
3. Click Publish.

Update or delete free text

To update the text, simply edit the content in the text field and click Publish again.

Storage tracker 

Notice the storage tracker at the top right of the screen. This tracks storage usage in real-time, helping you manage your knowledge upload space. Interested in unlimited storage? Click the Upgrade button to view available monthly and annual plans and easily upgrade your plan to best suit your needs. Plan upgrade takes effect immediately upon successful payment.