Approved knowledge: what the agent is allowed to say

The agent answers from approved knowledge. Clear, approved facts produce reliable replies. Treat Knowledge as the product of record for what customers hear.

Where to work

Open Knowledge in the workspace console. From there you can add manual notes, upload documents, run website discovery, organize topics, and review candidates before they go live. The same page has a Page awareness tab for the website widget — when visitors talk about “this product,” the agent needs both rich page titles and product facts here.

Ways to fill the base

1. 1
   Manual notes

   Best for policies, exceptions, and short FAQs you control line by line. Write the way a support agent would answer out loud: full sentences, in language visitors understand.

2. 2
   Document upload

   Useful for PDFs and text files that already exist (price lists, service descriptions). Review extracted chunks; scanners and dense tables often need a human pass.

3. 3
   Website discovery

   Point at a public URL and let Concierge propose candidates from the site. Always review before commit. Marketing pages often mix outdated offers with current ones.

4. 4
   Profile templates

   Start from SaaS, local service, e-commerce, professional services, or general outlines. Replace placeholders with your real numbers, cities, and policies.

What good knowledge looks like

• One topic per chunk when possible (e.g. “refund window” separate from “shipping SLAs”)
• Explicit prices, hours, coverage areas, and contact paths visitors can act on
• Current season and plan names; remove retired SKUs
• Keywords a visitor would type (product names, slang, Portuguese variants if you serve BR)

Page awareness + knowledge

Page awareness tells the agent which page the visitor is on (path, title, summary). Knowledge holds durable facts (price, stock, shipping). Use both: the page hints at the product; Knowledge backs the answer on follow-ups. See the Page awareness guide for the widget setup.

Before you ship

• Top 10 visitor questions have a dedicated answer
• Pricing and legal-sensitive claims match what sales/legal approved
• You asked the test chat three off-script questions and fixed misses
• Outdated chunks are deleted (preferred) or clearly marked as historical
• Hero products have clear page titles/meta on the site and matching chunks in Knowledge