Agent Knowledge
Agent knowledge is the reviewed material an agent can use when answering or preparing work.
Good First Knowledge Files
For Website Support, start with:
- Product and plan overview.
- Public FAQ.
- Support policy.
- Escalation rules.
- Contact paths.
- Known limitations.
Use short, explicit files. Agents perform better when the source material is clear and current.
Knowledge vs Workspace Resources
Agent knowledge changes the behavior of a specific agent. Workspace Resources are durable files and notes available across enabled workspace surfaces.
Use agent knowledge for role-specific instructions and support context. Use Workspace Resources for shared files that enabled workspace surfaces should be able to search and read.
Related concept: Knowledge and Resources.
Review Before Publishing
Review knowledge updates before publishing a new agent version. Check for:
- Outdated pricing or policy text.
- Promises the agent should not make.
- Sensitive content that should not be used in public support.
- Missing escalation instructions.
For Website Support, keep SOUL.md and MEMORY.md non-empty and verify that
the published revision includes both files. Saved draft knowledge is not enough
to update the public widget.
Related checklist: Website Support Quality Checks.
Review Eval Signals After Knowledge Changes
After a knowledge update is published and served, open Evals in the dashboard. Eval Center can help you spot delivery failures, missing coverage, feedback signals, and redacted runtime evidence related to the support change.
Eval Center does not make draft knowledge live. If an answer still uses old facts, confirm that the new revision is published and bound from the Website Support channel page.
Related guide: Use Eval Center.
Next Step
After knowledge is ready, publish the agent.