> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/knowledge-how-to-teach-your-ai-agent-what-to-say.md).

# Knowledge — How to Teach Your AI Agent What to Say

The Knowledge tab is where you teach your AI Agent what to say. It has two sub-sections: FAQs and Websites.

FAQs are question-and-answer pairs you add manually. Websites are URLs the agent crawls and learns from automatically. Together, they form your agent's knowledge base — the information it draws from when responding to customers.

#### <mark style="color:$primary;">**Frequently Asked Questions - FAQs**</mark>

<figure><img src="/files/sB19joxETcQgqHNTnjcL" alt=""><figcaption></figcaption></figure>

FAQs are the most direct way to train your agent. Each FAQ is a pair: a customer question and the answer you want the agent to give. When a customer sends a message that matches a question in your FAQ list, the agent uses your answer to reply.

<figure><img src="/files/y0U0muqu7OoD6Wwku9RF" alt=""><figcaption></figcaption></figure>

<mark style="color:$primary;">**How to Add an FAQ**</mark>

1. Make sure you are on the FAQs sub-tab inside the Knowledge tab.
2. Click the **Add FAQ** button in the top right.
3. In the **Question field**, type the question exactly as a customer would ask it. For example: "How do I reset my password?" or "What are your delivery charges?"
4. In the **Answer field**, type the response you want the agent to give. Keep it short and direct — two to three sentences works best.
5. Click the green **Add FAQ** button to save.
6. The FAQ appears in your list immediately.

<figure><img src="/files/0IqFKGZbuan8ClBXyJHO" alt=""><figcaption></figcaption></figure>

<mark style="color:$primary;">**How to Import FAQs in Bulk from Excel**</mark>

If you have a large number of FAQs, adding them one by one can be time-consuming. You can prepare them in an Excel sheet and import them all at once.

1. Prepare your **FAQs in an Excel sheet — questions in one column, answers in another**.
2. Save the Excel sheet on your device.
3. In the FAQs section, **click the three-dot menu icon** next to the Add FAQ button.
4. Click **Import**.
5. **Select the Excel sheet** from your device.
6. All FAQs from the sheet will be imported directly into your agent's knowledge base.

<figure><img src="/files/RVhKGcyzY20PfGAnXrUG" alt=""><figcaption></figcaption></figure>

<mark style="color:$primary;">**How to Edit an Existing FAQ**</mark>

1. Locate the FAQ you want to edit in the table.
2. Click the **Edit (pencil)** icon on that row.
3. The form opens pre-filled with the existing question and answer.
4. Make your changes.
5. Click **Update** FAQ to save, or Cancel to discard.

<mark style="color:$primary;">**Tips for Writing Good FAQs**</mark>

Keep answers short and direct — long paragraphs are harder for the AI to use effectively. Write questions the way a real customer would type them, not how you would phrase them internally. Aim to add at least your top 20 to 50 most common questions when starting out.

***

#### <mark style="color:$primary;">**Websites**</mark>

The Websites sub-tab lets you add URLs so the agent can learn from your web content automatically. This is especially useful if you already have a website, help center, product page, or FAQ page online.

Once crawled, the agent can refer to that website's content when answering questions. Every time your website is updated, you can re-crawl it so the agent stays in sync.

<figure><img src="/files/RRADUJmBZOJUQwsfHpM8" alt=""><figcaption></figcaption></figure>

<mark style="color:$primary;">**How to Add a Website**</mark>

1. Click the **Websites sub-tab inside the Knowledge tab**.
2. **Paste the full URL in the Enter Website URL field** — for example, your help center URL or a product page.
3. Click **Add Website**.
4. The status will show **Queued** while the website is being crawled.
5. Once complete, the status changes to Done and the Pages column shows how many pages were crawled.

Wait for the status to change from Queued to Done before testing the agent with questions from that website's content.

<figure><img src="/files/q5VWl9QeQH8u6Ozq1TyP" alt=""><figcaption></figcaption></figure>

<mark style="color:$primary;">**How & Why to Re-snyc a Website**</mark>

If you have updated content on your website and want the agent to pick up the changes:

1. Locate the website in the table.
2. Click the Refresh icon on that row.
3. The website will be re-crawled with the latest content.

***

**Summary**

In this article, you learned how to add FAQs one by one and in bulk via Excel import, how to export, edit, search, and delete FAQs, and how to add and manage websites in your agent's knowledge base. In the next article, we will cover the Tools tab — how to give your agent the ability to take actions like triggering Bot Studio journeys, calling external APIs, and sending rich messages.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/knowledge-how-to-teach-your-ai-agent-what-to-say.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.