Folders and who can read them

Every knowledge item lives in one folder. Folders keep things findable and decide which agents may read what.

• General is the default folder: new knowledge lands there unless you pick another.
• Create a folder with Add › New folder, or the Folder button in Sources. Common ones (Products & pricing, Policies, FAQs, Brand voice and more) are a click away.
• Open a folder's settings (the pencil next to it) to rename it, change its look, or delete it. Deleting a folder moves its items to General; nothing is lost.

Who can read it

In a folder's settings, Who can read it lists every agent with a switch. Every agent can read every folder until you switch one off. For example, keep a "Finance" folder away from your marketing agent.

You can see the same thing from the agent's side on its Knowledge tab.