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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.

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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.
ItemUse it for
PageHand-written knowledge that your team owns and can edit directly.
FolderOrganizing pages and imported source files by topic, region, listing, product, or team.
Source fileImported document, spreadsheet, text file, or link content. Source-backed files are usually read-only because they are managed by sync.

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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.

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Add Knowledge

1

Open Knowledge

Go to Build > Knowledge.
2

Choose what to add

Click the add button and choose Page, Folder, Link, or Document.
3

Choose a destination

Put the new page or source in the folder where the agent should expect to find that topic.
4

Review sync status

Imported sources show whether they are syncing, synced, failed, or waiting on quota.

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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 can be imported in two modes:
ModeUse it for
Individual URLImport one page.
CrawlDiscover pages from a site, choose the pages to import, and place them in a Knowledge folder.
A crawl can import up to 600 pages at a time. Failed link imports can be retried from the source list.

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Sync Status

Source-backed Knowledge can show these statuses:
StatusMeaning
SyncingConduit is processing or reprocessing the source.
SyncedThe source has been indexed and is ready for retrieval.
Failed to syncProcessing failed and should be retried or replaced.
Waiting on quotaProcessing is queued until quota is available.
Use the file action menu to sync a source again when the source supports manual sync.

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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.

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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.

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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.