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Knowledge

Overview

Knowledge gives an AI Agent persona structured data to answer from, such as a price list, product catalogue, branch directory or FAQ table. The assistant uses only this data for questions it covers, and is instructed not to invent details.

Where to Find It

AI → AI Agents → Knowledge

Functionality

  1. Select the persona.
  2. Upload a JSON or CSV file (up to 512 KB per upload).
  3. The file appears in the table with its Name, Format, number of Items, Size and Uploaded date.

Use Delete to remove a file, or Delete All to clear the persona's knowledge.

File formats

CSV: a header row plus at least one data row. Each row becomes one item, with the header names as field names.

branch,address,phone,hours
Downtown,1 Main St,+1 555 0100,Mon-Fri 9-18
Airport,Terminal 2,+1 555 0101,Every day 6-22

JSON: an array of objects (each object is one item), or a single object (one item).

[
  { "product": "Basic plan", "price": "19.99", "includes": "1 line, 500 minutes" },
  { "product": "Pro plan", "price": "39.99", "includes": "3 lines, unlimited minutes" }
]

Uploading several files adds their items together.

How It Works

Knowledge is included directly in the persona's instructions at the start of every call, under a heading that tells the model to use only this data for related questions.

There is no search index, no document parsing and no retrieval step. The model sees all of the persona's knowledge on every call.

flowchart LR
    U[Upload CSV / JSON] --> K[Persona knowledge items]
    K --> P[Added to the persona's instructions at call start]
    P --> M[AI model answers from it]

Configuration

Requirement Details
Role permission AI → Knowledge. Administrators only.
Persona Knowledge is attached to one persona. To share the same data, upload it to each persona.
Conversation mode Knowledge applies to personas that use a Prompt (Legacy AI worker pool). Personas that use structured conversation flows (Gate runtime) answer from knowledge steps defined in the flow instead.

Use Cases

Pricing questions. A telecom reseller uploads its plan list as CSV. Callers asking "how much is the Pro plan?" get the exact price and what is included, without being transferred.

Branch finder. A retail chain uploads its branches with addresses and opening hours. The assistant tells callers the nearest branch's hours and phone number.

Seasonal updates. Before a promotion, the marketing team replaces the product file with the promotional prices, then deletes it when the promotion ends. No change to the prompt is needed.

Limitations

  • Only CSV and JSON are supported. Upload PDFs, web pages and Word documents only after converting them to CSV or JSON.
  • 512 KB per upload.
  • All knowledge is sent to the model on every call. Keep it concise: large knowledge sets increase cost and response time, and can reduce answer quality.
  • Knowledge is per persona.