Add knowledge: your website, documents, texts and FAQs

Your agent answers with what you teach it. To teach it, open its Knowledge tab, press Add source and choose one of the five kinds: Website, Documents, FAQ, Text or Business info. As soon as the source’s status changes to Ready, the agent answers with that information.

Before you start

• Role. You need to be a Member, an Admin or the Owner. With the Read only role you can see the sources, but not add or change them.
• Where. Go to Agents, open your agent and press the Knowledge tab. You can also get there from Knowledge, in the menu, by choosing the agent: it is the same screen.
• Each agent has its own knowledge. What you add to one agent is not used by another.
• Your plan includes a number of sources for the whole account, counting those of all your agents. Under the Sources heading, the line that starts with “Sources in the” says how many you have used and how many the plan includes.
• Adding sources uses no credits.

If the agent has no sources yet, the screen shows “Teach your agent what your business knows” with the five kinds: you can press the one you want right there.

Which kind of source to choose

Website

1. Press Add source and choose Website.

2. Under Page address, paste the full address or only the domain, for example yourcompany.com.

3. Under What do you want to import?, choose an option:

   • This page only: that address is read and nothing else.
   • Crawl the site: that page is read, plus the pages on the same domain that its links lead to. Under Maximum pages, enter the most you want, between 1 and 200.

4. If you like, enter a Name. If you leave it empty, the page title is used.

5. Press Add website. “Website added” appears.

Bear in mind:

• Only public websites are read, and only their text. Menus, the footer, forms and anything inside an image are not read. If your opening hours only appear in the footer of your site, add them as Business info.
• The maximum number of pages can be lower than the one you ask for. iAgentify applies a cap, usually 25 pages. If it affects you, on adding you will see “At most 25 pages will be crawled: that is the platform limit”, and the source shows how many it found, for example “18 of 25 pages”.
• If “Site crawling is not enabled for your account” appears, press Add this page only and then add the rest one by one.

Documents

1. Press Add source and choose Documents.

2. Drag the files onto the area that says “Drag your files here or click to choose them”, or press it and select them. You can choose several at once.

3. Wait until each file shows “Uploaded”. They go up one at a time. If one shows “Not uploaded”, the reason appears under its name.

4. Press Done.

PDF, Word (.docx), text (.txt, .md) and CSV files are accepted, usually up to 10 MB each. Each file becomes a source named after the file, and you can change that name later with Rename. Scanned PDFs and password-protected files cannot be read: every case is listed in accepted files and knowledge limits.

FAQ

1. Press Add source and choose FAQ.

2. Under Name, keep “Frequently asked questions” or enter something more specific, such as Delivery and returns.

3. Write the question the way a customer would ask it and, below it, the answer the agent should give.

4. Press Add question for each further question. A source holds up to 200.

5. Press Add source. “Source added” appears.

Every row has to be complete: if you leave one half done, you will see “Complete every question and answer, or remove the empty rows”. A source with many questions counts as one towards your plan’s limit, and each question is still searched separately.

Text

1. Press Add source and choose Text.

2. Enter a Name. Only you see it: it helps you find the source later.

3. Under Content, type or paste the information.

4. Press Add source. “Source added” appears.

Business info

1. Press Add source and choose Business info.

2. Keep the Name that is already filled in, or change it.

3. Under Content, write the basics: address, opening hours, payment methods, cancellation policy and delivery areas.

4. Press Add source. “Source added” appears.

What happens after you add a source

The source appears in the Sources list and the screen updates on its own. Look at the Status column:

• Queued or Indexing: it is being read. It usually takes a few seconds; a crawl of several pages, a few minutes.
• Ready: the agent already answers with it.
• Failed: it could not be read. The reason appears under the source’s name, and each message is explained in messages on a failed source.
• Waiting: the source is saved and will be indexed automatically. It does not depend on your account: see the source exists, but it is not ready.

The screen also sums up the state of all the agent’s knowledge in a headline, such as “Everything is indexed”, “Indexing 2 sources” or “1 source with errors”, next to the figures Sources ready, Passages and Last indexed. If you have added very little, it warns you: “Very little content is indexed (under 500 characters)”.

To see exactly what was read, press the source’s name and look at Content read. For a long page or document only the beginning is shown, marked “Preview”; the agent has the full text. To check that the agent finds it, use Test a question, which uses no credits: see see what it finds for that question.

How to write so that the agent answers well

These are the tips the app itself gives as you add each source:

• Full sentences and concrete facts. The agent quotes them as they are. The example the field suggests: “the first visit is free and includes a full check-up and an X-ray”.
• Questions the way a customer would ask them, with the answer the agent should give.
• The basics, always written down: where you are, when you open, how to pay.
• A name that tells you what is inside. Only you see the name.

If you reach the source limit

When you add one source too many, You have reached your plan limit appears, with the number of sources the plan includes. When uploading files, the ones that do not fit show “Not uploaded: you have reached the source limit of your plan”. You have three ways out:

• Delete the sources you no longer use: see delete a source.
• Bring several questions or several texts together in one source.
• Press See plans and move to a plan with more sources. What each plan includes is in sources depending on your plan.

If the agent does not answer with what you added

First check that the source is Ready and that Content read contains the fact. If it does and the agent still says it does not know, follow the steps in why your agent says it does not know.