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Overview

The Knowledge page is where you define what your assistant should know about your business. This information helps your assistant answer questions and provide accurate support during conversations. Key points:
  • The more details you provide, the more helpful your assistant will be
  • You can add information manually, upload documents, or provide websites for automatic analysis
  • Each assistant requires at least one Knowledge Set with one item to function properly

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What is Knowledge?

Knowledge is the factual information your AI assistant uses to answer questions about your business. It includes details like:
  • What services you offer
  • Where you’re located
  • Your pricing structure
  • Your policies and procedures
  • Product or service descriptions
  • Company facts and FAQs

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Knowledge vs. Rules

Knowledge refers to facts and details about your business that your assistant uses to answer questions. Rules are instructions that shape how your assistant behaves or communicates. For information on rules, see Custom Rules.
Knowledge helps your assistant know what to say. Rules help your assistant know how to say it.

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Knowledge Examples

Service Information: 
We offer personal training, HIIT classes, and nutrition consultations at our Los Angeles and Long Beach locations.
Pricing Information: 
New members get one free trial class. After that, sessions are $25 each or $90 for a 5-class pack.

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Knowledge Sets

A Knowledge Set is a collection of related information that your assistant can use to answer questions. Think of it as a folder for organizing your business information.

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Benefits of Knowledge Sets

  • Organization: Group related information together (e.g., “Pricing,” “Policies,” “Los Angeles Location”)
  • Flexibility: Assign different sets to specific assistants
  • Management: Easily update or remove related information as a group

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Creating a Knowledge Set

  1. Select Add Knowledge Set to create a new collection
  2. Enter a name and description for the set
  3. Add content to the set using any of these methods:
    • Text snippets — Type or paste information directly
    • Website URLs — Add up to 3 URLs for automatic analysis
    • Documents — Upload up to 3 files (PDF, DOCX, TXT, CSV, XLSX, 25MB max each)
Once added, each entry appears as a separate knowledge item that your assistant can reference.
More detailed information leads to more accurate and natural answers from your assistant.

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Adding Knowledge Content

You can add knowledge to your sets in three ways:

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Text Snippets

Add short or long pieces of information about your business directly in the knowledge editor. Best for:
  • Services, pricing, and policies
  • FAQs
  • Product descriptions
  • General facts about your company
How it works:
  • Each new line or paragraph is saved as a separate knowledge item
  • You can add multiple snippets at once to save time
  • Edit or delete individual snippets at any time

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Websites

Automatically analyze your website content and extract relevant information. How it works:
  1. Add up to 3 website URLs at a time
  2. After saving, the site will be scanned automatically
  3. All readable content is added as knowledge items
  4. The process usually takes less than a minute
Tracking:
  • The Sources tab shows the analysis status
  • View how many items were added from each website
Your assistant does not monitor websites for changes. To refresh the content, remove the website source and then re-add it.
If a website cannot be analyzed, you can still manually enter the information as text snippets or upload a document.

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Documents

Upload files that contain business information for automatic processing. Supported formats:
  • PDF
  • DOCX
  • TXT
  • CSV
  • XLSX
Limits:
  • Up to 3 files at a time
  • Each file up to 25MB in size
Best for:
  • Brochures and service guides
  • Policies and procedures
  • Training materials
  • Product catalogs
How it works:
  • Each document is automatically processed to extract key facts
  • Extracted content becomes knowledge items your assistant can use
  • View processing status in the Sources tab

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Managing Knowledge

Once you’ve added knowledge, use these tabs to manage it:

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All Knowledge Items Tab

View, edit, or delete all knowledge items in one place. For each item, you can see:
  • Source type — Text, website, or document
  • Original source — Where the information came from
  • Status — Active or inactive
Actions:
  • Toggle on/off — Disable items without deleting them
  • Edit — Update the content
  • Delete — Remove items permanently

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Sources Tab

Get a summary of all connected sources:
  • Websites — Analysis status and item counts
  • Documents — Upload status and processing information

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Settings Tab

Control access to your Knowledge Set:
  • Assign to assistants — Choose which assistants can use this Knowledge Set
  • Manage permissions — Control how different assistants access the information