Your knowledge base is the foundation of your support agent's capabilities. It contains articles about your products, services, policies, and FAQs that the agent references when answering customer queries.

Adding knowledge

Simply tell the configuration agent what you'd like to add:

"Add a knowledge article about our return policy: Items can be returned within 30 days of purchase with a receipt. Refunds are processed within 5 business days."

The agent will create a structured article with a title, content, and optional category.

Managing articles

• Update articles — Ask the agent to modify existing articles by referencing the topic.
• Remove articles — Ask the agent to archive articles you no longer need.
• Import from URLs — Provide a URL and the agent will fetch and analyse the content, offering to create articles from it.
• Browse articles — Use the Knowledge Base portal (accessible from the Manage tab footer) to browse all articles in a master-detail layout with full-text search.

How the support agent uses knowledge

When a customer asks a question, the support agent uses RAG-based article selection to identify the most relevant articles from your knowledge base. Articles support full markdown content.