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Knowledge and tools

This page covers the agent's knowledge: the Fast Access Knowledge Base, Knowledge Sources, attached tool groups, and the deep analysis configuration.

Add knowledge​

Fast Access Knowledge Base​

The Fast Access Knowledge Base section holds Markdown content that is included in the agent's prompt, so the agent always has it available without searching. Use it for short, high-priority content — for example, a compact FAQ:

## Can I return a product?
Yes, you can return or exchange a product within 14 days if it remains in its original condition and packaging.

Because this content is part of every prompt, keep it short. Put larger content into Knowledge Sources, where it is retrieved only when relevant.

Knowledge Sources​

The shared Knowledge Sources library (FAQs, plain text, websites, files, YouTube) is connected to the agent on the Knowledge Sources tab in Simple mode — switch the Advanced mode toggle off, connect the sources, and switch back. For the agent to search the connected sources, the workflow states where it answers questions must include the TriggerKBSearch tool; add ReportUnansweredQuestion to log questions the sources could not answer.

Legacy knowledge bases​

The Knowledge base selector in the General card attaches a legacy knowledge base and is marked (Unsupported). Existing agents that use one keep working, but new agents should use Knowledge Sources instead — the legacy system is deprecated and does not receive new features. To move an agent off a legacy knowledge base, follow the Knowledge Sources migration guide.

Attach tools​

Tools let the agent act: send notifications, transfer to an operator, call external systems. Tools are grouped into tool groups, which you create and manage on the Tools page and attach to agents here.

  1. Scroll to the Tool Groups section at the bottom of the main column.
  2. Click Add tool group. A window lists the tool groups in your tenant — search by name, description, or label.
  3. Check the groups you want and click Apply.
  4. Click Save, then restart the agent.

Each attached group shows its name, description, the tools it contains, its status, and its creation date. To detach a group, open the three-dot menu on its row and click Delete — this removes the group from the agent without deleting it from the tenant.

Attaching a group makes its tools available to the agent; to let the agent use a tool in a particular state, also list the tool's name under that state's available_tools in the workflow.

Set up deep analysis​

The Analytics section holds the agent's deep analysis configuration — a YAML definition of LLM-based metrics that are calculated over the agent's sessions on a schedule, such as customer satisfaction or issue resolution. The current calculation status is shown next to the section title.

The section header has three actions:

  • Recalculate — saves the configuration and recalculates all sessions from scratch.
  • Continue calculation — saves the configuration and processes sessions not yet analyzed.
  • Stop — stops a calculation in progress.

Configuration syntax, metric design, and the resulting dashboards are covered in Deep Analysis.

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