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Knowledge sources act as the “brain” of your AI Agent. By connecting various information repositories—such as documents, websites, and external systems—you enable the AI to retrieve accurate answers and perform informed actions when handling support tickets.

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How Knowledge Works

When the AI Agent processes a ticket, it doesn’t just rely on pre-trained data. Instead, it actively searches through the Knowledge sources you’ve configured to find information relevant to the specific customer inquiry.
  1. Retrieval: The AI analyzes the ticket content and queries your Knowledge Hub for matching information.
  2. Synthesis: It combines the retrieved information with its general language capabilities to generate a precise, context-aware response or action.

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Adding a Knowledge Source

1

Open the Knowledge Hub

Navigate to the Knowledge section in your dashboard and click the Add source button in the top right corner.Add a source
2

Select a source type

Choose the type of knowledge source you want to add. Options include:
  • Live website lookup – Query websites in real-time
  • Website import – Import and index website content
  • Live web search – Search the web dynamically
  • Text – Add custom text content directly
  • File – Upload documents (PDF, DOCX, etc.)
  • Manual lookup – Define human-assisted lookups
  • Integrations – Connect external systems like Linear or your ERP Source types
3

Configure the source

Fill in the required fields:
  • Title – A descriptive name for your source
  • When to use this source? – Instructions for when the AI should query this source
  • Content – The actual information (for text sources)
  • Access level – Control whether the information can be shared with customers New source
4

Save and activate

Click Confirm to save your knowledge source. It will appear in your Knowledge Hub and be available for the AI to query.