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Overview

The Knowledge Base lets you feed your agents trusted facts so they answer questions accurately instead of improvising. When a prospect asks about your product, pricing, features, or policies, the agent retrieves the most relevant snippets from your knowledge and bases its reply on them. Behind the scenes, each source is split into a searchable record, embedded, and matched against the prospect’s question at conversation time. Only relevant, high-confidence matches are used — and source names are never shown to the prospect.
The Knowledge Base is available on the Standard and Pro plans.

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Where to manage knowledge

There are two places to manage sources:
  • Organization settings → Knowledge — the central library for your whole organization. Org admins and owners manage every source here and choose which agents can use each one.
  • Agent → Knowledge — a focused view for a single agent. Agent members can add and edit sources scoped to that agent. Organization-wide sources appear here as read-only.

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Source types

You can add knowledge in three ways: Each source is treated as a single record, so keep one topic per source for the best retrieval quality. Very long sources are rejected — split large documents into focused pieces.

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Adding a source

  1. Open Knowledge (from organization settings or a agent).
  2. Click Add source.
  3. Choose the type: paste text, URL, or PDF.
  4. Give it a clear title (e.g. Pricing & plans).
  5. Pick the content language. This tells retrieval which language the content is written in, so matches stay accurate.
  6. (Organization view only) Choose which agents can use it — all agents or specific agents.
  7. Click Add source.
The source is queued for processing. Embedding takes a moment; refresh to see the status change from Processing to Ready.
Always set the content language to match the language the text is actually written in. A mismatch reduces retrieval quality.

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Access scope

Every source has an access scope:
  • All agents — available to every agent in the organization. Managed only from organization settings.
  • Specific agents — available only to the agents you select. Agent members can manage these from the agent’s own Knowledge view.
Sources added from a agent’s Knowledge view are always scoped to that agent.

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Source status

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Test retrieval

Use the Test retrieval panel to preview exactly what the agent would pull from the knowledge base for a given question — without starting a real conversation.
  1. (Organization view) Pick the agent to test against.
  2. Type a question a prospect might ask.
  3. Click Run test.
You’ll see the matching snippets ranked by how closely they match. This is an internal tool — prospects never see source names or these scores.

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How the agent uses knowledge

When a agent has knowledge available, it’s instructed to search the knowledge base before answering questions about your product, company, pricing, features, or policies — and to answer only from what it finds. If nothing relevant is found, the agent won’t invent an answer; it will offer to have a colleague follow up and steer the conversation back toward booking a call. Source names and file names are kept internal and are never read out to the prospect.
Only add sources you trust. The agent treats your knowledge sources as authoritative and answers prospects from their content. Text pulled from a URL or a PDF comes from outside SetterMaxer, so a page or document you don’t control could contain wording crafted to steer the agent off-message. Add web pages and files from sources you trust, and use Test retrieval to review what actually comes back before relying on a new source.

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Tips for good knowledge

  • One topic per source. Separate pricing, features, and policies into their own sources.
  • Write it the way you’d answer. Clear, factual sentences retrieve better than marketing copy.
  • Keep it current. Update sources when prices or policies change — the agent only knows what you give it.
  • Match the language. Set the content language correctly for every source.
  • Test before relying on it. Use Test retrieval to confirm the right facts come back.