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Knowledge

Written by Product Management

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Knowledge items give agents grounded, up-to-date content to draw on — help articles, procedures, FAQs, and other documents.

When you'd use this

Knowledge will let an agent answer questions from your company's own content rather than relying on general training alone — for example, your cancellation policy so the Customer Care agent can cite it accurately, or a product FAQ so agents give consistent answers about your offering.

What you'll be able to do

When Knowledge is available, here's how it will work:

Browse knowledge

  1. In the Workbench sidebar, click Knowledge (under the AI Platform section).

  2. The catalogue lists all knowledge items available to your company — built-in items (managed by Nezasa) and any items your company has created.

  3. Use the search bar or the Ownership, Status, or Type filters to narrow the list.

  4. Click a knowledge item to open its detail page, where you can see its type, description, and content.

Create a knowledge item

  1. In the sidebar, click Knowledge.

  2. Click Create Knowledge in the top-right corner.

  3. Fill in the required fields:

    • Knowledge ID — a unique identifier in namespace/knowledge-name format (e.g. mycompany/cancellation-policy).

    • Name — the display name shown in the catalogue.

    • Description — what the knowledge item contains. This helps route the right content to the right agent.

    • Type — choose CONTENT for general documents, PROCEDURE for step-by-step guides, or SNIPPET for short reusable text.

    • Content — the text the agent can draw on (for SNIPPET and inline types).

  4. Optionally, add Routing Hints — comma-separated keywords (e.g. cancellation, refund, booking) that help the agent find this item when it's relevant.

  5. Click Create Knowledge.

Attach knowledge to an agent

  1. In the sidebar, click Agents and open the agent you want to update.

  2. On the General tab, find the Knowledge field.

  3. Select one or more knowledge items from the picker.

  4. Click Save changes.

Tips and limits

  • An agent can only access knowledge items explicitly assigned to it.

  • After a knowledge item is created, it may take a moment to become ready for retrieval while it is indexed.

  • Routing hints improve the accuracy of retrieval — add specific terms your users are likely to use.

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