Adding your knowledge

Your agents are only as good as what they've read. This guide covers the three ways to add knowledge, how to choose between them, and what to do when a source fails.

Which material should I start with?

In rough order of value:

1. Your website: what you sell, in the words you use publicly.
2. Product documentation: how things actually work.
3. Sales decks and one-pagers: value, positioning and proof points.
4. Transcripts of good calls and demos: how your team explains things and handles objections.
5. FAQs and objection-handling notes.

Leave out anything you wouldn't want an agent to repeat to a prospect, such as internal pricing discussions or unreleased plans.

How do I crawl my website?

1. Open Knowledge → Sources → Add source → Add URL.
2. Enter your home page (or a section, such as your documentation's start page).
3. Tick Crawl linked pages under this URL, and set Max pages (50 by default, up to 500) and Max depth (3 by default, up to 6).
4. Set the language and choose Crawl.

The crawl only follows links under the address you start from, so a section such as /docs stays inside that section, while your home page covers the whole site. All the pages from one crawl become a single source. Pages that need sign-in or are built entirely in the browser may come through empty; add those as files instead.

Can I change a crawl's settings later?

Yes. Open the source from Knowledge → Sources. A crawled source has a Crawl settings panel where you can change Max pages, Max depth and the paths to skip, one per line. The new settings apply on the next re-ingest or scheduled refresh. To use them straight away, choose Re-ingest now after saving.

If your site grows past its page limit, the panel says so: the last crawl stopped at the limit, so some pages may be missing. Raise Max pages and re-ingest. There's no need to delete the source and add it again.

How do I upload files?

• For a handful of files, use Work → Documents (anyone in the workspace) or Sources → Add source → Upload (admins, with a language per upload and whole folders allowed).
• For a large set, use Knowledge → Ingest: up to 100 files, or 100 web addresses, per batch.

Supported formats are PDF, Word, PowerPoint, Markdown, HTML and plain text, up to 50 MB each by default.

How do I import in bulk?

1. In Ingest, drop in your files (or paste a list of web addresses, one per line).
2. Set the batch defaults: scope, release, version binding, language, and whether to Suggest entity tags.
3. Create batch & upload, then Check for duplicates. For any file that matches one you already have, choose Skip, Replace existing or Create new anyway, and Apply resolutions.
4. Start ingestion. The batch page shows each file's progress and lets you Retry any that failed.
5. If you asked for tag suggestions, approve or reject them on the batch page.

How do I add a call transcript?

Sources → Add source → Paste text, choose Transcript, set the language and paste. Tick Demo recording if it's a product demo; it will be split by topic and its passages can be used as voice exemplars.

A source failed. What now?

Open it to see the reason. The usual causes:

• "PDF contained no extractable text": the PDF is a scan or image. Export a text-based version.
• The file is too large: split it, or export a smaller copy.
• A web page couldn't be fetched: the site may block automated visits. Save the page as a file and upload it, or paste its text.
• An empty file: re-export it from the original application.

Re-ingest on the source's page runs it again from the beginning.

How do I keep knowledge up to date?

Re-ingest a source when the original changes, delete sources that are out of date, and, if your product has versions, use releases so old documentation is tied to old versions.