How to add AI knowledge sources

What knowledge can be

• Manual text for facts, policies, product notes, and brand context.
• Product notes for pricing, delivery, fit, support, and what link to send.
• FAQ entries for repeat questions.
• Approved replies for examples that already sound right.
• Smart Links when the agent should send an optimized link.
• Short Links when the answer needs a simple campaign link.

Create a knowledge source

1. 1Open Dashboard, then AI.
2. 2Open Knowledge.
3. 3Enter a clear title.
4. 4Choose the Type: Manual text, FAQ, Approved reply, Smart Link, or Short Link.
5. 5For text-style sources, paste the approved facts or example reply.
6. 6For Smart Link or Short Link sources, choose the link and describe when it should be sent.
7. 7For product knowledge, include who it is for, what it includes, delivery details, and any limits the agent should not guess around.
8. 8Click Add or Attach.

Assign it to an agent

1. 1Open AI, then Agents.
2. 2Open the agent that should use the source.
3. 3Find Knowledge sources.
4. 4Select the sources this agent is allowed to use.
5. 5Save changes.
6. 6Run a Playground test that should trigger the new knowledge.

Tips

• Write link knowledge as a trigger, not just a link label.
• Keep each product or product family in its own source when the details differ.
• Keep unsupported promises out of knowledge.
• Split unrelated topics into separate sources so retrieval stays clean.
• If an answer should never be guessed, say that in guardrails too.