Give your agent knowledge

Knowledge is the documents your AI agent answers from: price lists, service areas, policies, FAQs. You add them to your workspace’s library, then attach them to an agent.

Where

AI Studio > Knowledge, then the agent’s Knowledge section

Plans

Every plan

Who can add documents

Workspace Admins and Managers, to start

Files

PDF, CSV, Markdown or plain text, up to 10 MB each, or text you type in

Knowledge is marked Beta in the agent builder.

Add a documentCopy Anchor Link

Open AI Studio > Knowledge.

• Upload a file: drop it on the upload area, or click to choose one. Files go in one at a time.
• Type it in: select Add manual entry, give it a Title and paste or write the Content. Use this for short policies, or for anything you can’t upload as text.

Crulon reads the text, splits it into short passages, so the agent can find the one that answers what a caller asks. The document’s status goes Uploading, Parsing, Embedding, then Ready, and the library updates it as it goes.

Attach it to an agentCopy Anchor Link

1. Open the agent in AI Studio > Agents and go to Knowledge.
2. Select Add knowledge and pick the documents.
3. Select Done.

You can upload a new file from Add knowledge too. Choose a collection under Upload into first: the agent uses the file either way, but without a collection it goes in Uncategorised, which nobody can use in Ask Crulon.

Attaching needs access to the knowledge library. Without it, the agent’s Knowledge section lists the documents it already uses and asks you to get access from a Workspace Admin.

Attaching is different from the rest of the agent:

• It applies to real calls straight away. You don’t need to publish the agent, and detaching takes effect straight away too.
• A test call uses the documents attached when the test started. After attaching more, start a new test with Talk in browser.
• Only Ready documents are used. A document still being processed is skipped until it’s ready.

One document can be attached to as many agents as you like.

How the agent uses itCopy Anchor Link

1. 01

   The caller asks something

   “Do you service Cedar Falls?”

2. 02

   Crulon finds the closest passages

   From the documents attached to this agent, matching what the caller means rather than their exact words.

3. 03

   The agent answers

   From those passages and its instructions.

• Short replies such as “yes” or “thanks” aren’t looked up.
• On the Live engine, the agent looks things up itself when a question needs it.
• The agent sees the passages, not the document names, so it doesn’t tell callers which document an answer came from.

When nothing matches, the agent has only its instructions to go on. Tell it what to do in the agent’s Always instructions, for example: “If you can’t find the answer in your knowledge, say so and offer to put the caller through.”

Write documents that workCopy Anchor Link

• One topic per document. A price list, a service area and a returns policy work better as three documents than one.
• Use headings. Crulon splits Markdown at headings first, so each section stays together.
• Write the way callers ask. “Do you work weekends?” followed by the answer is easy to find.
• For tables, use CSV with the column names in the first row. Each row is kept with its column names, such as Service: Furnace tune-up · Price: $129.
• Keep it current. The agent reads out what the document says, prices and dates included.

Change or remove a documentCopy Anchor Link

• Manual entries: select Edit text in the document’s ⋯ menu. Saving processes it again, and agents use the new text once it’s Ready.
• Uploaded files can’t be edited or replaced. Delete the old one, upload the new one and attach it to the same agents.
• Delete removes the document and its passages for good, and every agent stops using it. The confirmation names the agents.

Collections and Ask CrulonCopy Anchor Link

Collections group documents in the library and decide who can get answers from them in Ask Crulon, Crulon’s in-app assistant. Ask Crulon names the documents its answers come from.

• Create one with New under Collections, then set its audience: Everyone in the workspace or Specific roles, and whether it’s Available to Ask Crulon. Change it later with Set audience in the collection’s menu.
• Move a document with Move to in its ⋯ menu.
• Documents you upload without a collection go in Uncategorised, which nobody can use in Ask Crulon.

If something goes wrongCopy Anchor Link