What Knowledge is for
Updated
Knowledge is what your team knows about your business: prices, services, policies, opening hours, how you like things done. Agents read it before they answer or act, so they get the facts right instead of guessing.
What to put in
- Prices, packages and what's included
- Policies: refunds, returns, privacy, terms
- Your products or services, and who they're for
- Brand voice: tone, words you use and never use
- Answers to questions customers ask often
- How you do things: your process for a new client, a refund, a booking
What goes elsewhere
- Lists of things (customers, leads, orders) belong in Tables, where agents can count and filter them.
- How an agent should behave belongs in its Brain or a skill.
Agents only use what's relevant to the job in front of them, so a large knowledge base doesn't make every task slower or dearer.
Related: Add knowledge · Include in every job
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