Add website and FAQ knowledge
Use the Knowledge section to ground the agent in one reliable help source so answers stay specific instead of slipping into generic support language.
Start with one source of truth
The best first knowledge source is the one customers already trust, usually a help center, shipping FAQ, or policy page. Resist the urge to upload every internal file immediately.
A focused source gives the operator a clear review surface for missing answers, extraction quality, and follow-up edits.
Review what the system extracted
- 1In Knowledge, add the website or FAQ source and let indexing complete.
- 2Inspect the generated documents or FAQ items for obvious duplication, stale policy text, or irrelevant pages.
- 3Trim or replace noisy content before treating the source as ready.
Define ready before launch
- The source covers the most common pre-sales and support questions.
- Policy answers match the latest public wording.
- The operator can point to the source when explaining why the agent answered a certain way.
What is the best first knowledge source to add?
Start with one source of truth customers already depend on, usually a help center or FAQ set. A smaller, clean source beats uploading many overlapping files on day one.
How often should I refresh knowledge sources?
Refresh after any policy, shipping, refund, or product changes that would alter a customer-facing answer. During rollout, refresh after each major content edit until the answer quality stabilizes.
Launch your workspace
The operator path from a brand-new workspace to the first healthy live conversations, working through Agent Builder in order without skipping the validation that protects answer quality.
Create your first agent
Define a support agent in Agent Builder that is narrow enough to stay safe and useful enough to carry the first wave of live traffic.
Connect your first channel
Use the Connections section to bring in one live support channel, verify health, and confirm the route lands on the intended workspace without hidden gaps.