Knowledge Management

The Knowledge area is where you prepare trusted content for agents.

It supports:

• Knowledge Bases
• uploaded Files (documents and shared videos)
• managed Web Pages

Recommended workflow

1. Create a knowledge base for a distinct use case.
2. Upload high-trust source files (PDFs, documents, or videos).
3. Add the public web pages the agent should reference.
4. Review extraction and embedding status.
5. Optionally add Beckons on high-intent pages (megaphone icon on each web page row).
6. Re-scrape or re-extract when the source content changes.

Best practices

• keep each knowledge base focused
• do not mix unrelated products or policies
• remove stale content instead of layering conflicting versions
• treat the knowledge base as the source of truth for factual answers
• use per-page Beckons when you want proactive chat invitations tied to specific URLs
• for MP4/WebM files you want viewers to watch and ask about, follow Shared Knowledge Base videos