> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Organise material with folders

> Group your Brilo knowledge into folders so each agent only reads the material it needs, and you can update prices or policies once for everyone.

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.

## Before you start

* At least one thing uploaded. See [Add a document or website](/knowledge/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.

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/go-live/test-your-agent-yourself).
  </Step>
</Steps>

## 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.

## A structure that holds up

For most businesses, four to six folders is right:

| Folder        | What goes in it                      | Who reads it                  |
| ------------- | ------------------------------------ | ----------------------------- |
| Prices        | Price lists, fees, what is included  | Every agent                   |
| Services      | What you do, how long each takes     | Every agent                   |
| Opening hours | Hours, holidays, closures            | Every agent                   |
| Policies      | Cancellations, deposits, guarantees  | Every agent                   |
| Internal      | Escalation rules, who to transfer to | Reception only                |
| Seasonal      | Current promotion, holiday cover     | Whichever agent is running it |

The pattern is: almost everything is shared, and folders exist so you can withhold the exceptions.

## 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.

## What else you can do here

* Add your FAQs as their own folder, which is usually the highest value single upload. See
  [Use your existing FAQs](/knowledge/use-your-existing-faqs).
* Add the words your agent keeps mishearing, which is separate from folders. See
  [Teach it names and terms](/knowledge/teach-it-names-and-terms).
* Check what actually belongs in knowledge rather than in instructions. See
  [What your agent can learn](/knowledge/what-your-agent-can-learn).

## 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](/knowledge/why-it-answered-wrong).

## FAQ

<AccordionGroup>
  <Accordion title="How do I stop one agent seeing another agent's knowledge?">
    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.
  </Accordion>

  <Accordion title="Should I create a folder per agent or per topic?">
    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.
  </Accordion>

  <Accordion title="Can two agents share the same knowledge folder?">
    Yes, and that is the point of folders. Attach the same Prices folder to every agent and one edit
    updates all of them.
  </Accordion>

  <Accordion title="Why does my agent not know something I uploaded?">
    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.
  </Accordion>

  <Accordion title="How many folders should I have?">
    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.
  </Accordion>

  <Accordion title="Does detaching a folder delete the files?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Add a document or website](/knowledge/add-a-document-or-website) to get material in
* [Use your existing FAQs](/knowledge/use-your-existing-faqs) for the highest value upload
* [What your agent can learn](/knowledge/what-your-agent-can-learn) for what belongs here
* [Why it answered wrong](/knowledge/why-it-answered-wrong) when it answers from the wrong file
* [Teach it names and terms](/knowledge/teach-it-names-and-terms) for words it mishears