Knowledge Bases

A knowledge base stores content an agent can search during a run or thread. Use it for product docs, policies, FAQs, and other source material the agent is allowed to use.

Good Knowledge Sources

• Help center articles.
• Public product documentation.
• Approved support playbooks.
• Customer-facing policy documents.
• Small reference files for a specific workflow.

Avoid

• Internal roadmap notes.
• Private credentials or secrets.
• Unreviewed brainstorming docs.
• Content the agent should not quote or rely on.

How Agents Use Knowledge

When a user asks a question, the agent can retrieve relevant pieces of knowledge and use them while generating an answer. This keeps responses grounded without requiring model training.

Maintenance

• Keep source documents current.
• Remove outdated or duplicate content.
• Test important questions after major updates.
• Use separate knowledge bases for public and internal agents.