Knowledge sources at a glance

The four kinds of knowledge your AI agents answer from, and where to manage them.

1 min read

Your AI agents answer customers from your knowledge sources. The more complete they are, the more questions your AI agents can answer without your team.

Before you start

Every planNeeds: Sources: Read

The four kinds

Kind	Best for
FAQ	One question and its answer. Can also show in the web messenger.
Article	Longer text, such as a policy, a process or a guide.
Document	A PDF, Word (DOCX) or text file you already have.
Website	Your help centre or docs site, kept in sync automatically.

Manage your sources

Go to Knowledge. The tabs at the top filter by kind: All, FAQs, Articles, Documents and Websites. Each source shows its Status: Processing… while it’s being read, then Ready, or Failed if it couldn’t be read.

Turn Active off to pause a source. Your AI agents stop answering from it, and it leaves the web messenger’s FAQ list. Turn it back on any time.
Last used shows when an AI agent’s answer last used the source.
Tick several sources to change their Labels, show or hide them in the web messenger, or Delete them together.
Click Export to download your sources as a spreadsheet.

Your plan sets how many sources you can have, including paused ones.

Add knowledge

To control which AI agent uses which source, see Organise sources with labels.