Training your agents
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The single best way to improve your agents is to give them good material to learn from. Everything you add to your knowledge base helps your agents match your voice, your standards, and your workflows.
What to upload
Useful material includes:
- Brand and style guidelines
- Email templates and example messages you are proud of
- Standard operating procedures
- Product or service details and pricing
- Customer lists and common questions
- Examples of reports you like
How to add documents
Open Knowledge Base
In your dashboard, go to Knowledge Base in the left sidebar.
Upload your files
Add documents and files. They are processed and added to your private knowledge base.
Let your agents use them
Your agents reference this material before they act, so new uploads start shaping their work right away.
Quality beats quantity
A few strong examples teach your agents more than a large pile of mixed material. Upload the emails, documents, and templates that best represent how you want things done.
What actually indexes
Your knowledge base reads PDFs that have a text layer, Word documents (.docx), and plain-text files (.txt, .md, .csv), up to 100 MB per file. It doesn't read text out of images yet: a scanned PDF with no text layer, or a photo (PNG or JPG), uploads but won't index. To have your agent read a photo right now, such as a receipt, attach the image (up to 5 MB) to a chat message instead. Your agent reads it in that conversation, but it isn't kept for later the way an uploaded document is. A scanned PDF attached to chat can't be read either. A very long document can also go over the indexing limit; if that happens, split it into smaller files.
Keep it current
Update your knowledge base whenever something changes, such as new pricing, a refreshed template, or an updated procedure. Your agents always work from the latest material you have given them.