About

Your agent's knowledge is everything you add on the Knowledge tab in Agentic Avatar Studio: media, web pages, and free text.

When a user (someone talking to your agent) asks a question, the agent searches this knowledge and builds its answer from what it finds. This method is called retrieval-augmented generation (RAG).

Knowing how the agent finds answers helps you understand why it answers the way it does, and what to change when an answer is wrong.

How the agent finds answers

Each time a user asks a question, your agent looks up the answer in its knowledge. It doesn't memorize your content or learn from it.

How the agent looks things up depends on the type of knowledge.

Type	How the agent uses it	Limits
Media manager (videos, audio, and documents)	When you upload a file, the agent prepares it for search. This can take up to 3 hours. It reads the text in the file: the captions of a video or audio file, the text of a document, and on-screen text if you order OCR (on-screen text recognition) through REACH. It 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 searches these sections for the best match.	Up to 1 GB per file. Videos and audio files need captions. Image files aren't supported. Counts toward your knowledge storage, which depends on your account.
Web sources	Not prepared in advance. When a user asks a question, the agent reads the page and up to five levels of subpages live, so its answers always reflect the current page. It 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 count toward storage.
Free text	Never searched. It's always in front of the agent, the way you remember a fact without looking it up. This makes free text the most reliable place for short facts your agent must always get right.	Up to 10,000 characters. Doesn't count toward storage.

Each agent has its own knowledge. Media, web sources, and free text aren't shared with your other agents.

Your agent answers in the user's language, even if your knowledge is in a different language.

When the agent can't find an answer

By default, if the agent can't find relevant content, it can answer from general knowledge. To prevent this, tell the agent what to do in Agent role on the Playbook tab. For example: "If the information isn't in your knowledge, say that you don't know."

You can also add up to 10 restricted topics on the Playbook tab, which the agent won't discuss.