Configuring agent knowledge snippets

Managing knowledge snippets manually is tedious - you need to track what information already exists, format it for AI consumption, ensure it doesn't conflict with other knowledge, and verify the AI can actually find and use it when customers ask questions. This is especially important for time-sensitive info like promotions or policy updates.

You can use the Internal agent to manage knowledge snippets by simply describing the information in chat or attaching documentation files.

The Internal agent automatically searches existing knowledge to avoid duplicates, creates or updates knowledge snippets, researches historical tickets to find relevant test cases, and creates test simulations - so you can validate the AI will answer correctly before you publish.