Knowledge Sources
Knowledge sources give a workflow an approved source library. The persona retrieves relevant chunks during chat instead of relying only on its behavior brief or general model knowledge.
When to use knowledge
Use Knowledge for material that should be cited, updated, or separated by topic:
- FAQs and support policies.
- Service descriptions and pricing rules.
- Website content.
- Brand voice and editorial guidelines.
- Internal product notes that are approved for the workflow audience.
Do not use Knowledge for secrets, private operations, credentials, or material the workflow should never reveal.
Add a knowledge source
- Open the workflow dashboard.
- Go to Knowledge.
- Create a knowledge source from approved text, a URL, or supported uploaded material.
- Wait for processing to finish.
- Link the knowledge source to the workflow.
The source is split into chunks and made searchable. Updating a source reprocesses its chunks.
Link knowledge to a workflow
Knowledge sources are reusable. A policy source can be linked to a support workflow and left unlinked from a sales workflow. Use activation controls to decide which sources are available to each workflow.
After linking, ask a question that should be answerable only from that source. If the answer is too vague, narrow the source or split it into smaller entries.
Keep knowledge clean
| Practice | Why it matters |
|---|---|
| One topic per source | Easier updates and less accidental retrieval. |
| Current copy only | The workflow should not choose between stale and fresh policy text. |
| Clear headings | Better chunks and more predictable answers. |
| Remove duplicates | Duplicate chunks can crowd out the best answer. |
| Test after updates | Retrieval changes when source text changes. |
Preview what the workflow can use
Use the workflow’s knowledge preview to check which active sources are available. If the expected source is missing, verify that processing completed and the source is linked to the workflow.
Troubleshooting
| Symptom | Likely fix |
|---|---|
| The workflow says it does not know | Confirm the knowledge source is active and contains the answer. |
| The answer uses stale copy | Update or remove old knowledge sources. |
| The answer blends unrelated policies | Split sources by topic and test again. |
| The answer is too long | Add persona guidance for concise answers and shorten source sections. |
Next: let workflows act through Knowledge & Capabilities.