About

Your Agentic Avatar's knowledge base helps it answer visitors' questions about your content, services, or organization. You build this knowledge by adding media, web pages, and free text on the Knowledge tab in Agentic Avatar Studio.

When a visitor asks a question, the agent uses the information you've added to put together an answer. Each type of knowledge works a little differently, so understanding how the agent uses it can help you choose the right content to add.

How knowledge retrieval works

For uploaded media, the agent extracts the text and divides it into short sections. When a visitor asks a question, it searches for sections that match the meaning of the question and uses the relevant information to build an answer. This process is called Retrieval-Augmented Generation (RAG).

Web sources and free text work differently, as explained below.

How the agent uses each type of knowledge

Type	How the agent uses it	Limits and requirements
Media manager (videos, audio, and documents)	Reads the text in each file: the captions of videos and audio files, the text of documents, and on-screen text if you order OCR (on-screen text recognition) through REACH. Splits the text into short sections and stores them in a search index that matches by meaning, not exact words. For example, a question about "time off" can find a section about "vacation days". When a user asks a question, the agent finds the sections that best match the question's meaning, and builds its answer from them.	New files can take up to 3 hours to process. Up to 1 GB per file. Videos and audio files need captions. Image files aren't supported. Uploaded files use your knowledge storage allowance. How much storage you have depends on your plan.
Web sources	Reads the page and up to five levels of subpages live, each time a user asks a question. Answers always reflect the current version of the page. Reads only text, not images or videos.	Up to 10 URLs per agent. Public pages only, not pages behind a login or firewall. Doesn't use your knowledge storage allowance.
Free text	Never searched. It's always in front of the agent, the way you remember a fact without looking it up. The most reliable place for short facts the agent must always get right, such as opening hours or prices.	Up to 10,000 characters. Doesn't use your knowledge storage allowance.

Key behaviors

• The agent answers in the user's language, even if your knowledge is in a different language.
• Each agent has its own knowledge. Media, web sources, and free text aren't shared between agents.

Keep answers based on the knowledge you add

By default, if the agent can't find an answer in its knowledge, it can answer from general AI knowledge. This means it might give answers that aren't based on your content.

To keep answers based on your knowledge:

1. On the Playbook tab, go to Agent role.
2. Add an instruction such as: "If the information isn't in your knowledge, say that you don't know."
3. Click Publish.

To stop the agent from discussing specific subjects, add them as restricted topics on the Playbook tab. You can add up to 10.

Build your agent's knowledge

Use these guides to add content and prepare knowledge that helps your agent give better answers:

• Add knowledge to your agent — Learn how to add or delete media, web sources, and free text.
• Best practices for adding knowledge to your agentic avatar — Learn how to choose and prepare content, test your agent, and fix answer problems.