Knowledge and Resources
Knowledge is the customer-supplied material an agent can use to answer accurately. It can include support policies, product FAQs, troubleshooting steps, pricing notes, onboarding instructions, and escalation guidance.
Workspace resources are durable files and notes stored in your workspace for use across agents and channels.
Why it matters
An agent is only useful when it has the right context. Knowledge gives the agent a source of truth for answers, while resources help your team manage reusable material in one workspace.
Use clear, current, and specific knowledge. Remove stale policies and mark material that is only for internal use.
What belongs in knowledge
- Public support answers and product documentation.
- Return, cancellation, privacy, and security policies.
- Internal escalation notes that agents may use to route work.
- Known limitations and approved fallback language.
- Links or summaries that help agents ask better follow-up questions.
Availability
Workspace Resources may not be enabled for every workspace yet. If Workspace > Resources is not visible in your dashboard, use agent knowledge for the material that should guide a specific agent.