The Knowledge Base stores facts your agents can retrieve when they answer. Use it for policies, product details, listing details, FAQs, help articles, and imported source material.
Open Build > Knowledge from the workspace sidebar.
Knowledge is for facts. Put tone in Persona, reusable process instructions in
Skills, escalation boundaries in Behavior or Guardrails, and action
instructions in Tools or Skills.
Knowledge Structure
V3 Knowledge is organized as a folder tree. You can create pages and folders, search, sort, move items, rename items, and delete items from the Knowledge sidebar.
| Item | Use it for |
|---|
| Page | Hand-written knowledge that your team owns and can edit directly. |
| Folder | Organizing pages and imported source files by topic, region, listing, product, or team. |
| Source file | Imported document, spreadsheet, text file, or link content. Source-backed files are usually read-only because they are managed by sync. |
Composable Knowledge
Knowledge pages work best as focused, reusable building blocks. Instead of copying the same policy or detail into several places, create one source page and reference it from related pages or Skills.
Use references when:
- A page depends on another page for definitions, eligibility rules, pricing, or exceptions.
- A Skill needs factual context but should not duplicate the underlying policy.
- A scoped page extends a global page for one listing, customer group, product, or operational category.
For example, keep a global “Cancellation policy” page as the source of truth, then create listing-specific pages that reference it and only add the local exceptions. A refund Skill can then reference the cancellation policy page instead of repeating every cancellation rule.
Structured Reference Data
Knowledge is not limited to policies and help articles. Any structured reference data an agent or Skill needs to look up can live in the Knowledge Base as a general-purpose data repository, not just a place for policy documents.
Common examples:
| Example | What it captures |
|---|
| Cleaning or maintenance schedule | Which unit gets cleaned or serviced, and when. |
| Cleaner or vendor assignment | Which cleaner or vendor is responsible for which properties or listings. |
| Vendor directory | Vendor names, services, and contact details for dispatch or escalation. |
Add Knowledge
Open Knowledge
Go to Build > Knowledge.
Choose what to add
Click the add button and choose Page, Folder, Link, or
Document.
Choose a destination
Put the new page or source in the folder where the agent should expect to
find that topic.
Review sync status
Imported sources show whether they are syncing, synced, failed, or waiting
on quota.
Documents
Document uploads support these file types:
- PDF
- DOCX
- CSV
- XLS
- XLSX
- JSON
- MD
- TXT
Each uploaded file can be up to 25MB. Markdown and text files can be imported as inline content. Other file types are uploaded, processed, and attached to source-backed Knowledge nodes.
Links
Links can be imported in two modes:
| Mode | Use it for |
|---|
| Individual URL | Import one page. |
| Crawl | Discover pages from a site, choose the pages to import, and place them in a Knowledge folder. |
Sync Status
Source-backed Knowledge can show these statuses:
| Status | Meaning |
|---|
| Syncing | Conduit is processing or reprocessing the source. |
| Synced | The source has been indexed and is ready for retrieval. |
| Failed to sync | Processing failed and should be retried or replaced. |
| Waiting on quota | Processing is queued until quota is available. |
Details, Versions, And Trash
The file info panel shows details and version history. Versions help you inspect how a Knowledge page changed over time.
Deleting a page or folder from the Knowledge tree moves it through the Knowledge deletion flow so it can be restored from Trash while it is retained. Removing a source from the Sources view is different: it removes the source and its generated nodes. Treat source removal as an irreversible cleanup action.
Access And Scoping
Some workspaces can scope Knowledge to listings, entities, or other business objects. Use scoping when a fact should only apply to a specific property, customer group, product, or operational category.
Source-backed content from PMS or other data-source integrations is managed from its source page when that integration supports Knowledge sync. It may be read-only because the integration owns the source of truth. If you need to override or supplement synced content, create a separate manual page with the correction instead of editing the synced source directly.
Users need Knowledge management permission to create, move, sync, delete, or permanently remove Knowledge.
Common Mistakes
- Do not put tone instructions in Knowledge. Put tone in the agent Persona or a Skill.
- Do not put tool invocation rules only in Knowledge. Put them in Skills or the relevant Tool description.
- Do not put escalation thresholds only in a factual page. Put hard boundaries in Guardrails or Behavior.
- Do not edit source-backed PMS content directly when the source will overwrite it on the next sync.
- Do not duplicate the same policy at global and scoped levels unless the scoped version intentionally overrides the global one.
