What Your Agent Knows — The Knowledge Node (Green)

Give your agent the information it needs to actually help people.

5 min read

What does this node do?

The Knowledge node is where you give your agent the information it needs. Without this, your agent is smart but completely clueless about your business. It's like hiring a brilliant new employee and then not giving them any training materials.

Think of this as the training manual for a new employee. Everything they need to know to do their job goes here.

How to open it

Click the green box labeled "Knowledge" on your canvas. It will expand to show three tabs for adding information.

Clicking the green Knowledge node on the canvas and watching it expand to reveal the three input tabs

Video • 10 seconds

Tab 1: Manual Entry

This is the simplest way to add knowledge. You just type or paste information directly into a text box. This is great for FAQs, product details, pricing, store policies, hours of operation — anything you can write out.

Click the "Manual Entry" tab.

Delete the example text that's already there.

Paste in your own information. This could be your FAQ page, your pricing list, your return policy — whatever your agent needs to know.

Don't overthink the formatting. You don't need headers, bullet points, or any fancy structure. Just paste it in. The AI is very good at understanding plain text, even if it's a bit messy.

The text box has a 2,000 character limit, which is roughly 300 to 400 words. That's more than enough for most single topics. If you need to add more, you can create additional knowledge sources (we'll cover that in a moment).

Tab 2: Upload File

If you already have your information in a document, you can upload it directly. The Knowledge node accepts .txt, .md, .pdf, and .csv files up to 5MB.

Click the "Upload File" tab.

Click the upload area or drag your file in.

Wait for the green checkmark to appear. That means your file was processed successfully.

PDFs work best when they contain actual text (not scanned images). If your PDF is a scan, copy the text into a .txt file first and upload that instead.

Tab 3: Paste URL

Have a webpage with the information you need? Just paste the link and the tool will pull in the content for you.

Click the "Paste URL" tab.

Paste your webpage URL into the field.

Click "Fetch" and wait a moment while it pulls in the page content.

Review what was pulled in to make sure it looks right.

This works best with text-heavy pages like FAQ pages, about pages, or blog posts. Pages that are mostly images or interactive elements won't give you much usable content.

Source Label

Whatever method you used to add knowledge, give the source a name so you can find it later. Something descriptive works best — "Return Policy," "Product Catalog," "Business Hours," or "Pricing Page."

Type a short, descriptive label in the Source Label field. You'll thank yourself later when you have multiple sources.

Handling Unknowns

This is an important one. What should your agent do when someone asks a question it can't answer? You have a few options:

Admit it doesn't know

"I don't have that information right now. I'd recommend reaching out to our team directly."

Admit and redirect to email

"That's a great question, but it's outside what I can help with. You can reach our team at [email protected] and they'll get back to you quickly."

Admit and redirect to phone

"I'm not sure about that one. For the best answer, give us a call at (555) 123-4567 during business hours."

Try to help anyway

"I'm not 100% sure, but based on what I know, here's what I think..."

We recommend "Admit and redirect." It's honest, it's helpful, and it prevents your agent from making things up. An agent that says "I don't know, but here's who does" is much better than one that confidently gives wrong information.

Adding more sources

One source probably isn't enough. Your agent might need your return policy, your product list, your business hours, and your FAQ — each as a separate source.

To add another source, click the three-dot menu on the Knowledge node and select "Duplicate." This creates a new, blank knowledge source that you can fill in separately. You can have as many sources as you need.

Organizing knowledge into separate, labeled sources makes it easier to update later. When your pricing changes, you just update the "Pricing" source instead of hunting through one giant block of text.

Adding knowledge using all three methods — typing text in Manual Entry, uploading a PDF file, and pasting a URL — then labeling each source and selecting the 'Handling Unknowns' option

Video • 90 seconds

You just gave your agent the knowledge it needs to actually be useful. It knows your business now — your products, your policies, your answers. Next, you'll set the ground rules for what it should and shouldn't do.

🗣️ Tone & Style Node

🚧 Rules Node