Knowledge base

Add sources under Knowledge Base: FAQ, product catalog, brand voice or custom document. Each has a title, content and an active flag.

The AI agent and suggested replies retrieve the most relevant sources for each message and include them in the prompt. With Require knowledge grounding on, the agent only states facts found in those sources or in a tool result.

Tips:

• Keep one topic per source; retrieval works on titles and content.
• Put policies (returns, shipping windows, warranty) in FAQ sources.
• Use a brand voice source for tone rules and banned phrases.