Add and maintain knowledge

Knowledge gives your agents the facts they need to answer customers. A collection groups related sources, such as your support policies or product documentation. You can reuse a collection with Chat and Voice agents.

Start with material you trust and can keep current. A small set of clear, consistent sources is easier to check than a large collection of overlapping documents.

Create a collection and add sourcesCopy Anchor Link

1. Open Knowledge in your workspace.
2. Choose Create collection and enter a descriptive Collection name, such as “Delivery and returns.”
3. Choose Add knowledge.
4. Select Files and PDFs, Website, or Text and add the material for that topic.
5. Review the staged sources, then choose Save and publish.

Saving starts background training and publication. Keep the page open to see progress, or return later to check it.

Check that publication finishedCopy Anchor Link

Source readiness and collection publication answer different questions:

If publication needs attention, check the affected source and retry. Wait for the collection to show Published before checking the new material in a live conversation.

Assign the published collectionCopy Anchor Link

From Use this knowledge, choose Assign to a Chat agent or Assign to a Voice agent. Select the intended agent and enable the collection in its knowledge settings.

An assignment lets the agent use the published collection while you manage its source files in one place.

When a newer release is available, the assignment can show Update available. Choose Use latest for the agents that should receive it. For voice, also wait for activation to finish; Activation needs attention means the saved change has not yet been applied to the voice provider.

Test a question that specifically depends on the new source after updating the assignment.

Decide which citations customers can seeCopy Anchor Link

Open a source's Citations settings:

• Internal — no citation: the assigned knowledge can inform an answer, without presenting this source as a customer-facing citation.
• Public citation — with a public link: provide a Customer-facing title and a Public article URL that customers can open.

Internal hides the citation, not the information. The agent can still use the source's content in customer-facing answers. Assign only information that the agent is allowed to use with that audience; keep confidential material out of collections assigned to customer-facing agents.

Changing a source's citation settings applies everywhere that source is used, including other collections.

Use a public article address for public citations. A private download link or expiring signed link is not suitable.

Update an answer without losing track of itCopy Anchor Link

For a policy change, use this sequence:

1. Update the source material and the collection.
2. Check that training and publication complete.
3. Apply Use latest wherever an assigned agent shows an available update.
4. Test the changed policy with a realistic customer question.
5. Check a nearby question to catch contradictory older material.

If two sources disagree, fix or remove the outdated material so the agent has a consistent set of facts to use.

If a customer received the wrong answer, follow Improve an incorrect answer to check the source, assigned release, and published experience together.

Remove or retire materialCopy Anchor Link

Remove from collection removes the source from that collection and publishes a new release. The original source remains available wherever else it is used.

Archive collection removes the collection from the knowledge list. Existing agent assignments keep using their published release until you remove those assignments. If an agent must stop using the material, update the agent's assignment as well.

For a complete setup walkthrough, continue with Launch your first support agent.