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Overview

After creating your knowledge base, the next step is connecting it to your agents. You control exactly what knowledge each agent can access—from entire knowledge bases down to individual items. This flexibility allows you to:
  • Give different agents access to different information
  • Ensure agents only reference relevant, approved content
  • Update agent knowledge without changing agent configuration

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Assignment Levels

You can assign knowledge to agents at three different levels of granularity:

Entire Knowledge Base

Agent has access to all folders and items within the knowledge base.Best for: Agents that need comprehensive access to all information in a category.Example: Customer support agent with access to entire “Support Resources” knowledge base.

Specific Folder

Agent only accesses one folder within a knowledge base.Best for: Specialized agents that only need information from one category.Example: Billing agent with access only to “Billing & Payments” folder.

Individual Items

Agent has access to specific knowledge items only.Best for: Agents that need very specific, controlled information.Example: Appointment agent with access only to “Cancellation Policy” and “Scheduling Guidelines” items.

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How to Assign Knowledge

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Step 1: Navigate to Agent Configuration

1

Open your agent

Go to Agents in the left sidebar and select the agent you want to configure.
2

Go to Abilities → Knowledge

Click on Abilities in the left navigation, then select the Knowledge section.

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Step 2: Add Knowledge

1

Click 'Add Knowledge'

Click the + Add Knowledge button to open the knowledge selector.
Add Knowledge dialog showing knowledge selection options (Entire Base, Folder, Specific Item) and access method configuration (RAG vs Context Mode)
Add Knowledge dialog showing knowledge selection options (Entire Base, Folder, Specific Item) and access method configuration (RAG vs Context Mode)
2

Choose assignment level

Select what you want to assign:
  • Knowledge Base - Entire knowledge base
  • Folder - Specific folder within a base
  • Item - Individual knowledge item
3

Select the knowledge

Browse or search to find the knowledge base, folder, or item you want to assign.
4

Choose access mode

Select how the agent should access this knowledge:
  • Context Mode - Inject all knowledge into the system prompt (limited to 10k tokens overall)
  • RAG Mode - Dynamically retrieve relevant knowledge based on conversation
Learn more: Context vs RAG
5

Save

Click Add to assign the knowledge to your agent.

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Managing Agent Knowledge

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View Assigned Knowledge

In the agent’s Knowledge section, you’ll see all assigned knowledge bases, folders, and items with their access modes.

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Modify Assignment

  • Change access mode: Remove the knowledge and re-add it with the desired mode (Context or RAG)
  • Remove knowledge: Click the remove icon to unlink knowledge from the agent
  • Add more: Click + Add Knowledge to assign additional knowledge

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Test Knowledge Access

After assigning knowledge:
1

Make a test call

Use the Test feature to call your agent.
2

Ask knowledge-based questions

Ask questions that should be answered using the assigned knowledge.
3

Verify responses

Confirm the agent is accessing and using the knowledge correctly.
4

Adjust if needed

If responses aren’t accurate, check:
  • Is the right knowledge assigned?
  • Is the access mode appropriate (Context vs RAG)?
  • Is the knowledge content accurate and up-to-date?

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Best Practices

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Start Small, Then Expand

Start by assigning only the most critical knowledge your agent needs.Example:
  • Start: Return policy, business hours, contact info (3 items)
  • Later: Add product details, FAQs, troubleshooting (20+ items)
Why: Easier to verify accuracy and troubleshoot issues with less knowledge.
Every time you add knowledge, test to ensure the agent uses it correctly.Test checklist:
  • Ask direct questions about the new knowledge
  • Ask edge cases or tricky scenarios
  • Verify agent doesn’t hallucinate or make up information
  • Confirm agent correctly says “I don’t know” when knowledge doesn’t cover a topic
After deployment, monitor real conversations to see how knowledge is being used.Look for:
  • Questions the agent couldn’t answer (missing knowledge)
  • Incorrect answers (knowledge needs updating)
  • Confused responses (too much similar knowledge)

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Choose the Right Assignment Level

  • Entire Knowledge Base - When agent needs everything in a category
  • Specific Folder - When agent has a specialized role
  • Individual Items - When you need precise control over what agent knows
Avoid assigning overlapping knowledge at different levels. For example, don’t assign both “Customer Support KB” (entire base) AND “Returns Folder” (from the same base). This creates redundancy.

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Troubleshooting

Check:
  1. Is the knowledge actually assigned to the agent?
  2. Is the vector indexing status “INDEXED”? (Check in Knowledge Base > Items)
  3. Is the access mode appropriate? (Try switching Context/RAG)
  4. Is the question phrased in a way the knowledge can answer?
Test: Ask a very direct question that’s clearly in the knowledge. If agent still doesn’t use it, there’s a configuration issue.
Check:
  1. Is the knowledge content itself accurate?
  2. Are there conflicting items in the knowledge base?
  3. Is outdated knowledge still assigned?
Fix:
  • Review and update the knowledge content, remove conflicting/outdated items
  • Lower the temperature setting (in AI Model settings) to make the agent stick closer to the knowledge
  • Add critical knowledge to Context Mode instead of RAG for guaranteed inclusion in every conversation
  • Switch to a more capable model in AI Model settings (e.g., GPT-4.1 instead of GPT-4.1 Mini, or Claude Sonnet instead of Haiku)
Possible causes:
  1. Knowledge isn’t indexed yet (check vector status)
  2. RAG mode can’t find relevant matches (try Context mode)
  3. Knowledge title/content doesn’t match the question keywords
Fix:
  • Wait for indexing to complete
  • Improve knowledge item titles and content to include common question keywords
  • Consider using Context mode for critical information

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Next Steps

Context vs RAG

Deep dive into choosing the right access method

Create Knowledge Bases

Learn how to build and organize your knowledge

Test Your Agent

Test your agent’s knowledge in action

Variables & Dynamic Content

Reference knowledge in agent instructions