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Knowledge is what your AI agents may answer from. Every AI reply cites a source, and nothing outside your knowledge is used. When an agent is not sure enough, it hands the conversation to a person instead of guessing. Knowledge is part of the AI Agents battery, so your plan must include AI agents. Open Knowledge from the AI agents menu. It has four tabs: Sources, Test answers, Missing answers and Suggested FAQs.
The Knowledge sources list with FAQs, files and a website, and how often each was used

Knowledge sources

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Sources

The Sources tab lists everything agents may answer from, with tiles for ready sources, how many questions were answered, how many couldn’t be, and how many answers your team marked wrong. Each source shows how often it was used in the last 30 days. There are four kinds of source: Every source has a switch, Agents use this source. Turn it off and agents ignore it without deleting it.

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Collections

Group sources by topic into collections — “Returns & warranty”, for example. An agent can be limited to some collections in its settings; an agent with none picked answers from all of them.

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How sources are searched

A source is ready a few seconds after you save it. Agents find passages by meaning and by keywords. A source marked Keywords only is found by its words alone, because no AI key in the account could read its meaning — some self-hosted models can’t.

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Test answers

Test answers lets you ask a question the way a customer would and see what the agent would reply, and why. Nothing is sent.
1

Choose who answers

Pick an agent to use its AI key, instructions and collections, or No agent — all knowledge to use your organisation’s AI key and everything in Knowledge.
2

Ask

Type the question. You see the reply, or why there isn’t one: Not sure enough — would hand it to a person, Nothing in knowledge matches, or Couldn’t ask the AI.
3

Read why

Why this answer lists the passages found, best first, and marks which were cited in the reply.

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Missing answers

Missing answers lists questions agents couldn’t answer confidently in the last 30 days, and answers your team marked wrong in the Inbox — with alike questions grouped together. Each group shows how often it was asked, how it ended, and what customers wrote.
  • Write FAQ turns a group into an FAQ. The customers’ own questions become its other phrasings.
  • Dismiss takes a group off the list.

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Suggested FAQs

When your plan also includes Tickets, a ticket your team solves can lead to a suggested FAQ: Knowledge reads the conversation and drafts one when it would help others. Suggested FAQs lists these drafts. Nothing is used until someone approves it. Edit the question, answer, other phrasings and collection, then choose Approve & use — or Reject it. A rejected suggestion is not suggested again.

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Who may use Knowledge

An Owner or Admin can change these on the Roles screen. See Team and roles.