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Journeys shape what your agent does; knowledge shapes what it knows. Open your agent from the Agents list and go to the Knowledge tab — it has two layers, and they behave differently on a call:
  • What your agent always knows — short facts your agent has to hand on every call: opening hours, prices, policies.
  • Documents & websites — bigger material from your workspace’s Knowledge library, searched and pulled in only when it’s relevant to the conversation.
A good rule of thumb: if it fits in a few lines and comes up in most calls, put it in the box at the top. If it’s a whole document, a price list or a website, assign it underneath.

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What your agent always knows

Type the facts straight into the box — plain sentences work best, like “We’re open 9 to 5, Monday to Friday” or “We never quote prices on the phone; offer a callback instead.” Your agent carries these into every call, so keep them short and current — anything stale here gets answered confidently.

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Documents & websites

Everything in this section lives in your workspace’s Knowledge library and is assigned to this agent. Your agent searches it only when a caller asks something relevant, so you can assign large documents without weighing down every call.

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Assign existing knowledge

1

Search your workspace

In the Assign existing box, search or choose from the documents and websites already in your workspace.
2

Pick what this agent should use

Each item you select appears in the list below, with its status alongside.

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Upload something new

Click Upload to add documents without leaving the tab — PDF, DOCX, PPTX, XLSX, CSV or TXT, up to 25 files at a time. The upload window has a tick box, Assign to this agent when finished: leave it ticked and each file is assigned to this agent as soon as it’s ready, or untick it to add the files to your workspace Knowledge without assigning them yet. To add a website, add it in the Knowledge library first, then assign it here from the Assign existing box.

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Manage what’s assigned

Each assigned item has a three-dot menu with Download original and Preview extracted text (for uploaded files), and Remove from agent. Removing an item only unassigns it from this agent — it stays in your workspace Knowledge, and you can assign it again whenever you like.
Uploaded files and crawled pages are read-only — to change one, download it, edit it, and upload it again.
Knowledge changes save to your draft like any other edit. Test your agent to check it answers the way you expect, then publish to make the changes live.