Knowledge

Path: Agent Studio → Knowledge

Knowledge is the content your agent draws on. It’s the single highest-leverage input to agent quality, because it powers two different jobs at once.

flowchart LR
  K["Knowledge"] --> QA["Answers user<br/>questions (Q and A)"]
  K --> AC["Operationalizes actions<br/>(execution context)"]
  style K fill:#1842ef,stroke:#1842ef,color:#ffffff
  style QA fill:#e8ecff,stroke:#1842ef,color:#0a0e1a
  style AC fill:#e8ecff,stroke:#1842ef,color:#0a0e1a

What Knowledge powers

Q&A. When a user asks a question, the agent retrieves the most relevant Knowledge and answers from it. Missing or stale content is the most common cause of a wrong or “I don’t know” answer.
Action context. Knowledge doesn’t only feed answers — the agent also pulls relevant articles at runtime to operationalize actions. An article describing what makes a good Create Campaign (budget pacing, naming conventions, required dates) is applied when the agent fills and runs that action. You don’t link the article to the action; the agent retrieves it by relevance. See Authoring actions.

How Knowledge is organized

The Knowledge area has two tabs:

Sources — the origin points that bring content in: crawlers, single pages, internal articles, help-desk connectors, videos, files, and glossaries. Each source contributes one or more articles and keeps them in sync.
Folders — group articles by topic or page context, so the agent surfaces specific content only on certain pages of your app.

The Knowledge workflow

Knowledge is never “done.” Work it as a loop:

1. Add sources Bring content in from everywhere it already lives.

2. Validate & improve Test answers in the Playground, then close real gaps from Conversations.

3. Tune retrieval Use Pointers for the rare cases where the right content isn't retrieved.