Grounding an agent with a knowledge base Guide

A knowledge base is the set of facts your agent reads on every run — your product docs, brand guidelines, price lists, FAQs, and anything else that makes its work specific to your business. Grounding an agent this way is the difference between generic output and answers that reflect exactly how your company operates.

What a knowledge base does

When you add knowledge to an agent, it becomes context the agent consults each time it works. Instead of guessing, the agent draws on the material you provided — so a support reply quotes your actual policy, a blog draft matches your tone, and a quote uses your current pricing.

Knowledge also grows on its own. As the agent works, it can record facts it learns, adding to what you gave it. You stay in control of the material you upload, and you can review or remove it at any time.

Knowledge vs. Files. Knowledge is the reference material the agent reads every run. The Files area is different: it holds the agent's own persona and memory, plus the outputs it produces (reports, PDFs, images). Use Knowledge for the facts you want it grounded in.

Add knowledge to an agent

Open the agent's detail page and find the Knowledge tab under Configure in the left-hand navigation. From there you have two ways to add material.

Upload documents

1. Open the Knowledge tab for your agent.
2. Upload a file, or drag and drop it into the area provided.
3. Supported formats include PDF, Word, plain text, CSV, and Markdown, up to 25 MB per file.
4. Repeat for each document you want the agent to have.

Uploads are ideal for existing material you already maintain elsewhere — a brand guide, a product catalog, an onboarding handbook.

Add a text note

For specifics that do not live in a document, add a note directly. Give it a clear title and paste or type the body. Notes are perfect for short, high-value facts — return-policy wording, a list of approved phrases, or the details of a current promotion.

Ask the builder to add it

You can also describe what the agent should know in plain English on the Build tab, and the AI builder will add the knowledge for you. This is convenient while you are setting the agent up and thinking through what it needs.

Choose what to include

Aim for material that is specific, current, and something the agent could not reasonably know on its own. Strong candidates include:

• Product and service details, specs, and catalogs
• Brand and voice guidelines
• Price lists and packages
• Frequently asked questions and their approved answers
• Policies the agent should apply consistently

You do not need to include general knowledge or anything the agent can look up. Focus on the specifics that make its output unmistakably yours.

Keep your knowledge current

Outdated knowledge leads to outdated answers. When a price changes, a policy updates, or a document is replaced, review the Knowledge tab and remove anything stale so the agent is not working from an old version. A quick pass whenever your business details change keeps results accurate.

Confirm it worked

After adding knowledge, use a test run to check that the agent reflects your material, then review the result. If the agent still gives generic answers, it may be missing a key piece of knowledge — add the relevant document or note and test again. Version history lets you review changes and roll back if needed.

Troubleshooting

• A file will not upload. Confirm it is a supported format and under the 25 MB per-file limit. For very large documents, split them into smaller files or add the essential facts as a note.
• The agent seems to ignore a detail. Make sure the fact is actually in the Knowledge tab rather than only mentioned in a past conversation, and that any replaced material has been removed.
• You are not sure where an output went. Generated files live in the Files area and on the Deliveries tab, not in Knowledge.