Knowledge basics
The types of information the AI uses to answer, and when to use each
Knowledge is the information the AI refers to when answering customers' questions. You add and manage it from Channel Common → Knowledge in the sidebar. Knowledge is shared across all of an agent's channels, such as the widget and LINE.
Types of knowledge
| Type | Best for | How to add |
|---|---|---|
| Q&A | Questions that should always get a fixed answer (cancellation policy, parking availability, etc.) | Add one question-and-answer pair at a time |
| Text | Information you want to share in free-form writing (campaigns, seasonal notices, house rules, etc.) | Enter a title and content |
| Files | Materials you already have (brochures, price lists, facility guides, etc.) | Upload PDF, Word, or image files |
In addition, information from your website is automatically collected when the agent is created and used as knowledge (it can't be viewed or re-collected in the dashboard).
Priority when information conflicts
If different knowledge sources say different things, the AI prioritizes them in this order when answering:
- Facility information in Agent Settings (phone number, address, URLs, etc.)
- Q&A
- Text
- Files
- Information automatically collected from your website
If your website information is outdated or incorrect
Information collected from your website has the lowest priority, so if you add the correct information as Q&A or Text, that will take precedence.
Check with Test after adding
After adding or updating knowledge, try likely questions in Test to confirm the answers reflect your changes. For tips on improving answers, see Improve answer accuracy.