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Everything you teach your agent lives in a folder, and an agent reads only the folders attached to it in its Knowledge tab. That one rule is what lets two agents share your prices while disagreeing about everything else, and it is worth setting up properly before you have twenty files.

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Before you start

  • At least one thing uploaded. See Add a document or website.
  • Ten minutes.
  • A rough list of your agents, or the agents you expect to have. Folder structure follows from that.
  • You will be working in Knowledge in your workspace, then in each agent’s Knowledge tab.

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Steps

1

Open Knowledge in your workspace

Go to Knowledge. This is the workspace level list, not the tab inside a single agent. Folders live here and are shared across every agent.
2

Create one folder per topic, not per agent

Name folders after what is inside them: “Prices”, “Clinic policies”, “Services”, “Opening hours”.Resist the urge to create “Reception agent knowledge” and “After hours agent knowledge”. The moment both agents need your prices you are maintaining two copies, and one of them will go stale.
3

Move each file into the right folder

A file belongs in exactly one folder. If a document covers two topics and you only want one of them shared, split the document.
4

Attach folders to each agent

Open an agent, go to Knowledge, and select the folders it should read. Anything not selected is invisible to that agent, even though it exists in your workspace.
5

Call each agent and check

Ask each agent a question that can only be answered from a folder you attached, and one that can only be answered from a folder you deliberately did not. See Test your agent yourself.

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You will know it worked when

Every agent answers correctly from the folders you gave it, and says it does not know when you ask about something you withheld. Changing a price in one file updates every agent that reads that folder.

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A structure that holds up

For most businesses, four to six folders is right: The pattern is: almost everything is shared, and folders exist so you can withhold the exceptions.

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When to withhold a folder

  • Internal escalation detail. Which manager handles complaints is useful to your reception agent and should not be read out by an outbound campaign agent.
  • Anything priced differently by channel. If your web prices differ from your phone prices, keep them in separate folders and attach the right one.
  • Material that is out of date but worth keeping. Detach the folder rather than deleting the files.
  • A promotion that has ended. Detach it the day it ends, before somebody is quoted an old offer.

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What else you can do here

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If it did not work

Your agent does not know something you uploaded. The folder is not attached to that agent. Open the agent, go to Knowledge, and select it. This is the most common cause by a wide margin. Two agents give different prices. They are reading different folders, and one holds an old file. Move to a single shared Prices folder and delete the duplicate. Your agent quotes something you removed. Check whether the file exists in a second folder that is still attached, and confirm the file itself was deleted rather than just detached. You cannot see the folder in the agent tab. Only folders in your workspace appear there. Create it in Knowledge first, then attach it. Your agent mixes up two similar services. Two files are describing the same thing differently. One authoritative file per topic beats three overlapping ones. See Why it answered wrong.

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FAQ

Attach only the folders that agent should read, in its Knowledge tab. Folders live in your workspace and are invisible to an agent until you select them, so withholding a folder is all it takes.
Per topic. Folders per agent mean duplicating your prices and policies for every agent you add, and the copies drift apart. Per topic means you update a price once and every agent gets it.
Yes, and that is the point of folders. Attach the same Prices folder to every agent and one edit updates all of them.
Nearly always because the folder is not attached to that agent. Check the agent’s Knowledge tab first, then check the file finished processing rather than failing.
Four to six for most businesses: prices, services, hours, policies, and one or two you withhold from some agents. More than that and you start forgetting what is attached where.
No. Detaching only hides the material from that agent. The files stay in your workspace and can be attached again at any time, which makes detaching the safe way to retire something.