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Knowledge is the material your agent answers from: your prices, your services, your policies, your FAQs. You upload it once and every call uses it. Knowledge is separate from your agent’s instructions, and knowing which is which saves you a lot of rewriting later.

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Knowledge and instructions are different things

This is the distinction that matters most, and mixing them up is the most common early mistake. Put facts in knowledge. If your prices are written into your instructions, every price change means editing and re testing your agent, and old prices tend to survive in the parts you did not read.

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What you can teach it

  • Documents. Price lists, brochures, menus, policy documents, as PDF, Markdown, or plain text.
  • Pages from your website. Imported as content at the time you add them.
  • Short notes. Pasted straight in, best for facts that live nowhere else, like holiday closing dates.
  • Your existing FAQs. Already written in customer language, which is exactly what helps.
  • Names and terms. How to say your business name, your staff names, and your industry’s words.
  • A Zendesk help centre, imported if that is where your material already lives.

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How your agent uses it on a call

When a caller asks something, your agent looks through the material attached to it and answers from what it finds. If nothing matches, it does what your instructions tell it to do when it does not know, which is why writing that down matters. See Write what your agent says. Material is attached to an agent by folder. Anything not attached to the agent taking the call is not used, which is the most common reason an upload seems to be ignored.

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What not to put in knowledge

  • Anything you would not want said out loud to a caller. Treat it as public.
  • Card numbers, patient records, or personal data about your customers. Your agent does not need them and they should not be there.
  • Internal notes and staff instructions. Your agent may repeat them. Behaviour belongs in instructions.
  • Out of date documents kept “just in case”. Your agent cannot tell which of two price lists is current.

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What else you can do here

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FAQ

Instructions are how your agent behaves, knowledge is what it knows. “Never promise a same day appointment” is an instruction. “We open at 8am” is knowledge. Facts in knowledge can be updated by replacing a file, with no rewriting or re testing.
PDF, Markdown, and plain text, up to 25 MB per file. Word documents are not supported, so save them as PDF first. See Add a document or website.
No. Adding a URL imports that page’s content, and the agent builder reads up to 10 or 20 pages depending on the depth you chose. Anything deeper, including a price list several clicks in, needs uploading directly.
Knowledge, always. Prices change, and a price written into your instructions has to be found and edited by hand every time, with old figures surviving in the parts you skim. In knowledge you replace one file.
Your material is used to answer your callers’ questions. Anything beyond that is a data processing question rather than a knowledge one, and the honest answer should come from our data page rather than this one. Ask support@brilo.ai if you need it in writing today.
Each file must be 25 MB or smaller. Practical quality matters more than the ceiling: a focused price list your agent can find an answer in beats a 40 page brochure where the answer is buried on page 31.
Yes. Attach the same folder to both and they answer from the same source, which is how you keep a daytime and an after hours agent consistent. Update the folder once and both agents change.