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An agent only answers from folders it has been given access to. Use this page after you have published articles and want an agent to start using them, or when you want to check whether an agent is really reading a folder.

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Before you start

  • The articles you want the agent to use are published. Drafts are never used, whatever folders are connected.
  • You know which agent handles the conversations in question. Each agent has its own folder access; see Agents overview.

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Connect folders to an agent

1

Open the agent

Go to Agents and open the agent.
2

Turn folders on

Open the Knowledge Base tab (or scroll to the Knowledge Base card). It lists every folder with its description and a toggle. Turn on each folder the agent should search. New Knowledge Base takes you to the Knowledge page if you need to create a folder first.
3

Save and publish

Click Save & review in the bar that appears, then Publish changes in the dialog. Connecting a folder is part of the agent’s draft: until you publish, live conversations keep the previous setup. See Test and publish for what publishing offers.
Turn a folder off and publish again to stop the agent using it. Deleting a folder on the Knowledge page deletes its articles, so any agent still connected to it finds nothing there.

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How the agent uses connected folders

  • The agent gets one search per connected folder. The folder’s description is what tells it which folder fits a question, so a folder called Policies with the description Return, exchange, refund and warranty rules is far more useful than one called Misc with no description.
  • A search returns the best-matching passages from that folder’s published articles, and the agent writes its reply from them.
  • The agent decides on every message whether to search at all. Your instructions can push it to always check knowledge before answering policy questions and to say when it does not know; see Writing agent instructions.

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Test it

1

Open Test Agent

On the agent page, click Test Agent and ask a question an article answers, in the words a customer would use.
2

Check the reply

The reply should match the published text. If it does not, work through Troubleshooting.
3

Look at the sources

Open the test conversation in the Inbox (folder Test Conversations). Under the AI reply, a Sources (N) button opens Message Source: Source Tool names the search the agent ran, and Knowledge used links each Article it cited, with the version number that was live. A reply that ran a knowledge search without citing a specific article shows a Knowledge Base button instead, and Knowledge used links to the folder that was searched.

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Confirm articles are being used

Back on Agents → Knowledge, the Used by AI column shows a badge for every article the AI matched in the last 30 days. Open an article for the detail: The same Sources (N) button appears on live customer conversations in the Inbox, for WhatsApp and Website Chat alike, so you can audit real answers the same way. See Working with conversations.

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Several agents, different knowledge

Folders are the way to give agents different knowledge. A sales agent on Website Chat can have Products & sizing and Delivery; a support agent on WhatsApp can add Returns and Warranty. Each agent searches only its own folders, and an article is used by every agent whose folders include it.

Create folders and articles

Write, import and publish the articles the agent will use.

Tools, Knowledge Base and Channels

Everything else you connect on the agent page.

Test and publish

Drafts, publishing scope and version history for agents.

Custom tools

For answers that need a live lookup in another system.