Add knowledge

Add Knowledge

Knowledge gives your AI agent the information it needs to answer customer questions accurately. Add trusted business information such as documents, FAQs, website content, and catalogue data so the agent can respond using current information instead of guessing.

What is Knowledge?

Knowledge is the information available to your AI agent when it responds to customers.

You can provide business information through different sources, including documents, FAQs, website pages, and your catalogue. The agent uses these sources to answer questions about your products, services, prices, policies, and other business information.

Keeping knowledge accurate is important because the AI agent relies on it when handling customer conversations.

Why use Knowledge?

Adding knowledge helps you:

• Give the AI agent accurate business information.
• Answer customer questions consistently.
• Provide information about products and services.
• Keep prices and policies available to the agent.
• Reduce the need to repeat business information in agent instructions.
• Update information when your business changes.
• Give customers faster answers without requiring a team member for every basic question.

Real-Life Use Case

The situation

Imagine UrbanNest Realty has property brochures, pricing information, appointment policies, and frequently asked customer questions.

The problem

The AI agent needs accurate information to answer customer questions about properties and business policies.

What happens without the feature?

The agent may not have enough information to answer specific questions. Customers may then need to wait for a team member or receive incomplete responses.

How Vaanexa helps

UrbanNest adds its relevant documents, FAQs, website pages, and catalogue information to the AI agent's knowledge.

The agent can then use this information when answering customer questions.

The new workflow

Business information → Knowledge source → AI agent → Customer question → Knowledge-based answer

Case Study

Business

UrbanNest Realty

Challenge

UrbanNest wants its AI agent to answer customer questions about property information, pricing, and policies without relying on team members for every routine enquiry.

Objective

Provide the AI agent with accurate and up-to-date business information.

Vaanexa Solution

UrbanNest adds relevant documents, frequently asked questions, website pages, and catalogue information to the agent's knowledge.

When business information changes, the team updates or removes outdated sources so the agent can use the current information.

Outcome

The AI agent has access to a more reliable source of business information when answering customer questions.

How Knowledge works

Vaanexa supports several knowledge sources:

1. Documents provide information from uploaded PDF, Word, or text files.
2. Text / FAQ lets you enter questions and answers directly.
3. Website lets you add pages from your website.
4. Catalogue provides product and service information automatically.

The AI agent uses available knowledge when answering customer questions.

Before you begin

Before adding knowledge:

• Identify the information customers ask about most often.
• Collect current documents, FAQs, and website pages.
• Remove or update outdated information.
• Decide which information the AI agent should use.
• Keep sensitive or unnecessary information out of the knowledge base.

How to add Knowledge

Add documents

Use Documents for files such as:

• Price lists
• Product brochures
• Policies
• Business guides
• Other relevant PDF, Word, or text files

1. Open the AI agent's knowledge area.
2. Choose Documents.
3. Add the relevant file.
4. Review the uploaded source.
5. Make sure the information is current and accurate.

Add Text / FAQ

Use Text / FAQ when you want to provide questions and answers directly.

1. Open the AI agent's knowledge area.
2. Choose Text / FAQ.
3. Enter the question.
4. Enter the corresponding answer.
5. Review the information.
6. Save the knowledge entry.

This is useful for common questions that do not require a separate document.

Add Website content

Use Website when relevant business information is already available on your website.

1. Open the AI agent's knowledge area.
2. Choose Website.
3. Add the relevant page from your site.
4. Review the source.
5. Save it as a knowledge source.

Use Catalogue information

Catalogue information is included automatically.

This allows the AI agent to use available product and service information when answering relevant customer questions.

Keep Knowledge fresh

Business information changes. Prices are updated, policies change, products are discontinued, and apparently the universe refuses to remain static.

When information changes:

1. Find the outdated knowledge source.
2. Update or replace the information.
3. Delete sources that are no longer relevant.
4. Verify that the current information is available to the AI agent.

The agent uses the latest version immediately.

Understanding the feature

Best practices

1. Keep information current
   Update documents when prices, policies, products, or other business details change.

2. Use focused documents
   Keep each document focused on a specific topic instead of combining everything into one large file.

3. Use FAQs for common questions
   Add short, direct answers to questions customers ask frequently.

4. Remove outdated sources
   Delete or replace information that is no longer accurate.

5. Use the right source type
   Use documents for detailed information, FAQs for direct questions, website pages for existing online content, and catalogue data for products and services.

6. Review knowledge regularly
   Check important knowledge sources whenever your business information changes.

Common scenarios

Adding a price list

A business uploads its current price list so the AI agent can answer customer questions about pricing.

Adding business policies

A company adds its relevant policies so the AI agent can provide consistent answers to common policy questions.

Adding FAQs

A team enters frequently asked questions and their answers directly into Text / FAQ.

Using website information

A business adds relevant website pages so the AI agent can use information already published online.

Updating changed information

A business changes its prices and updates the relevant knowledge source so the AI agent uses the latest information.

Common mistakes

Uploading outdated information

Old prices or policies can lead to inaccurate customer responses.

Using one huge document for everything

Large, unfocused files can be harder to maintain. Keep information organized by topic.

Repeating knowledge in agent instructions

Business information is better maintained as knowledge rather than repeatedly adding long instructions to the AI agent.

Forgetting to update changed information

Whenever business information changes, update the relevant knowledge source.

Adding unnecessary information

Only add information that is useful for the AI agent's customer conversations.

Frequently asked questions

What is Knowledge used for?

Knowledge provides the information an AI agent uses when answering customer questions.

What types of sources can I add?

You can add Documents, Text / FAQ, Website pages, and Catalogue information.

What file types can I use for Documents?

Documents can include PDF, Word, or text files such as price lists, brochures, and policies.

Does the AI agent automatically use catalogue information?

Yes. Products and services in the Catalogue are included automatically.

What happens when I update a knowledge source?

The AI agent uses the latest version immediately.

Should I add everything to one document?

No. Short, specific documents are generally easier to maintain. Keeping one document per topic can make your knowledge more organized.

Related concepts

• Set Up Your AI Agent
• Review AI Approvals
• Assign Conversations and Hand Off from AI
• Catalogue
• Leads and Customers
• Lead Scoring
• Using the Unified Inbox
• Automations
• Connect WhatsApp
• Connect Instagram
• Connect a Facebook Page