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Knowledge is the factual layer of your agent system. It stores information the agent may need to retrieve, such as policies, product details, listing details, FAQs, pricing notes, service descriptions, or support articles. For setup steps, see Knowledge Base.

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What Goes In Knowledge

  • Facts the agent can safely repeat to customers
  • Policies and exceptions
  • Product, listing, or service details
  • Public help content
  • Internal reference details the agent may need to reason over
  • Scoped facts for a specific listing, entity, customer group, or category

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What Does Not Belong In Knowledge

  • Tone and writing style
  • Conditional process instructions
  • Tool invocation rules
  • Automation timing
  • Escalation thresholds
  • Hard prohibitions
Put those in Persona, Skills, Tools, Behavior, or Guardrails instead.

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Writing Principles

  1. Focused: One page or section should cover one topic.
  2. Complete: Include edge cases, exceptions, and related details the agent needs.
  3. Scoped: Put facts at the level where they apply. Do not make a listing-specific rule global.
  4. Composable: Reference related Knowledge pages instead of duplicating the same fact in multiple places.
  5. Customer-safe: Do not include internal-only instructions unless the agent is allowed to use that information.
  6. Current: Update or remove stale source-backed content when policies change.

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Good Knowledge Examples

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Cancellation Policy

Good: “Customers can cancel up to 24 hours before the appointment for a full refund. If they cancel within 24 hours, the fee is non-refundable unless the team approves an exception.” Bad: “If the customer asks to cancel, check the calendar and notify ops.” This is process and tool guidance, so it belongs in a Skill or Tool description.

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Wi-Fi Details

Good: “The North Beach listing uses network NorthBeachGuest and password oceanview2026. The router is in the hallway closet.” Bad: “Be friendly when giving Wi-Fi details.” This belongs in Persona or a tone Skill.

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V3 Location

Open Build > Knowledge to manage pages, folders, documents, links, data-source imports, versions, and Trash.