Knowledge
AI works best when it understands your business. Without the right context, it’s like a new hire asking the same questions over and over.
Knowledge help fix that. It’s where you add the important information your AI needs to answer questions accurately, stay consistent, and work independently.
Why It Matters
AI tools don’t know your business by default. Without your input, you’ll get:
- Repetitive questions from the AI
- Inconsistent tone or answers
- Extra time spent correcting mistakes
Knowledge let you explain things once. The AI remembers and uses it when it’s relevant.
Guidelines vs. Knowledge
| Guidelines | Knowledge |
|---|---|
| Always active | Comprehensive knowledge bases |
| Short reminders | Detailed reference info |
| Defines how the AI should behave | Gives the AI facts to refer to |
| Good for tone and writing style | Good for FAQs, specs, instructions |
What You Can Store
Use Knowledge for anything factual and reusable:
- Product and service details
- Company policies or instructions
- Internal FAQs
- Style guides and preferences
- Project history
Once written, your AI can pull from this when it helps the task.
How It Works
- Create a Knowledge with a clear title and content
- Set visibility to control which agents can use it
- Publish so it becomes available to the AI
Update something? Publish again to apply changes
Behind the scenes, your content is processed so the AI can search it when needed.
Example: Executive Assistant Knowledge
Internal FAQ - Executive Inbox
Purpose: Reference for handling typical email topics.
Calendly & Scheduling
- Default availability: Tue–Thu, 10am–5pm
Invoices
- We use Stripe; support handles billing
Cold Emails
- Ignore unless highly relevant; otherwise, add to summary
Known Contacts
- Lucie: design
- Alex: support lead
This helps the assistant reply faster and more accurately without needing to ask you.
Real-World Uses
Customer Support — Store answers to common questions, refund policies, or troubleshooting stepsMarketing — Keep brand voice, campaign details, and past referencesSales — Share product specs, pricing models, or competitor comparisons
Best Practices
- Keep titles clear and content focused
- Only assign to relevant agents
- Update regularly
Recap
- Knowledge = searchable, contextual info for your AI
- Not always active — used when relevant
- Improves accuracy, consistency, and autonomy
Set it up once. Use it forever.