Knowledge and AI

The Knowledge page

Give Terry your website, documents and notes, approve what it may use, and keep it current. Open Settings, then Knowledge, and press Add knowledge.

Knowledge is what Terry knows about your company: your website, your price list, your answers to common questions. Terry uses it to write first emails, to answer replies, and to answer your team in Ask Terry. The better your knowledge, the less Terry has to guess. Admins manage it.

The Knowledge page — Knowledge. The Library of the picked agent, with its Rules below.

What the page shows

Open Settings, then Knowledge, under Writing and AI. You see:

Library: the documents, pages and notes of the agent picked in the list at the top right of the card. The line beside it says how many are in use and how many wait, such as "6 in use, 1 new".
One row per source, with its Title, Type, Used by and Updated. A row that waits for approval shows Waiting for you or Update waiting.
A purpose filter: Every purpose, First contact, Answers, Qualification, Compliance and Other.
Rules, below the library. See Your agent's voice and rules.
Suggestions, at the top, when Terry's nightly check has changes for you to review.

Press a row to read the whole text, its live version and which flow boxes it grounds.

Knowledge is listed in Settings for admins only. Only admins can add, approve or change knowledge. A member can read the library and the rules from Agents, More, Knowledge and rules, with "Your admin manages this library" when it is empty.

Add knowledge

On Knowledge, press Add knowledge. A short guide opens beside the page.
Under Add a page or a file, pick one:

A file: press Choose files. PDF, Word (.docx), Markdown, text or CSV, up to 2 MB each.
A web page: paste the Page address.
A note: give it a Title and write The note.

Press Next. Under Which agent is it for?, choose the agent, or Shared, every agent for a page or a note that is true for the whole company. A file always goes to one agent.
Press Add it.
Anything Terry should never say? is optional. Add a rule, or press Skip. Then press See it in Knowledge.

The Add knowledge guide — Add knowledge. The first step, Add a page or a file, with A file picked.

A note is in use at once. A web page waits for an admin to approve it. Choose a source's purpose, such as Answers or First contact, in the console (see below), so Terry knows when to use it.

Approve what Terry may use

Nothing pending is used until it is approved. This keeps unchecked text out of your emails. Web pages Terry reads, for example during setup, always wait for an admin.

On Knowledge, press Advanced, then Open the console for this agent. The knowledge console opens over the page.
Open Rules & knowledge.
Under Sources, read the pending item.
Press Approve, or Reject. Approve all approves everything waiting.

What you approve is used from the next question in Ask Terry and the next draft. Knowledge shared by every agent is approved in the same way from Advanced, Open the shared library.

What Terry uses it for

Use	What happens
First emails and follow-ups	Terry draws on approved knowledge to say what you do and why it matters to this person.
Answering replies	When a prospect asks a question, Terry answers from your knowledge and rules. If neither covers it, Terry does not make up an answer.
Ask Terry	Your team gets answers from your own documents.
Flow boxes	A box can name its own grounding documents. Only approved ones are used.

Each source has a used for setting in the console: both jobs, drafting only (emails and replies) or assistant only (Ask Terry). Use assistant only for internal notes, such as commission rules, that must never reach a prospect.

Keep it current

All of these are in the console, under Advanced:

Edit a source and press Save as new version. The old version keeps working until the new one is approved.
Reading the same web page again makes a new version, not a second copy.
Delete removes a source and its text for good.
Review your knowledge when prices, offers or policies change. Old facts in knowledge become old facts in emails.

In Classic

Open Settings, then Knowledge, and pick an agent at the top right. The strip at the top shows docs Terry uses now and what is waiting for approval, not used until approved. The Knowledge card on Settings is shown to admins only.
To add, press Manage in ContextBus, choose Rules & knowledge, and under Add knowledge pick Write it (then Add), From a web page (then Read & add) or Upload a file (then Upload & add). Choose its purpose in the list beside the tabs. Tick approve immediately if you are sure of it.
To add documents on an agent, open Settings, then Agents, and press Choose files on the agent.
Approving, editing and deleting are in the same console, as above.