Knowledge — How to Teach Your AI Agent What to Say
Learn how to add FAQs, import FAQs in bulk, add websites, and manage your agent's knowledge base so it can answer customer questions accurately.
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.
Frequently Asked Questions - FAQs
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.
How to Add an FAQ
Make sure you are on the FAQs sub-tab inside the Knowledge tab.
Click the Add FAQ button in the top right.
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?"
In the Answer field, type the response you want the agent to give. Keep it short and direct — two to three sentences works best.
Click the green Add FAQ button to save.
The FAQ appears in your list immediately.
How to Import FAQs in Bulk from Excel
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.
Prepare your FAQs in an Excel sheet — questions in one column, answers in another.
Save the Excel sheet on your device.
In the FAQs section, click the three-dot menu icon next to the Add FAQ button.
Click Import.
Select the Excel sheet from your device.
All FAQs from the sheet will be imported directly into your agent's knowledge base.
How to Edit an Existing FAQ
Locate the FAQ you want to edit in the table.
Click the Edit (pencil) icon on that row.
The form opens pre-filled with the existing question and answer.
Make your changes.
Click Update FAQ to save, or Cancel to discard.
Tips for Writing Good FAQs
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.
Websites
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.
How to Add a Website
Click the Websites sub-tab inside the Knowledge tab.
Paste the full URL in the Enter Website URL field — for example, your help center URL or a product page.
Click Add Website.
The status will show Queued while the website is being crawled.
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.
How & Why to Re-snyc a Website
If you have updated content on your website and want the agent to pick up the changes:
Locate the website in the table.
Click the Refresh icon on that row.
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.
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