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Knowledge Sources

Knowledge Sources is the shared knowledge library of your tenant: you create a source once — a FAQ, a plain text, a website, a file, or a YouTube video — and connect it to any number of AI agents. Agents search their connected sources before generating a response, and when you update a source, every connected agent uses the new content.

To open the library, go to AI Agents > Knowledge Sources in the left menu. The page itself is titled Sources.

Use this page to:

  • Give agents reference knowledge to answer customer questions.
  • Update knowledge in one place for all agents that share it.
  • See which sources are connected to which agents, and which are unused.
  • Review questions your agents could not answer and turn them into new Q&As.

The library shows every source in the tenant. Each agent also has its own Knowledge Sources tab in Simple mode, which shows only what is connected to that agent — see Create an Agent in Simple Mode. You can connect and disconnect sources from either side.

Before you start​

  • You are signed in to the portal with a role that can edit agents — what you can do on this page depends on your role.
  • You have content ready to add: approved answers, text to paste, public URLs, documents, or public YouTube links.
  • To connect sources to an agent, the agent must exist and have been saved at least once — see Agents.

Source types​

Each source type has its own tab. The number next to a tab shows how many sources of that type exist in your tenant — for FAQs, the number of FAQs.

TabWhat it holdsBest forLimits
FAQsQuestion-and-answer (Q&A) pairs grouped into named FAQsPredictable, repeated questions that need an exact, approved answer—
Plain TextA named block of free-form textPolicies, facts, and short instructions you can paste directly50,000 characters per source
WebsitesLinks to public web pagesContent that already lives online: landing pages, help centers, blog postsPublic URLs only
FilesUploaded documentsExisting documents you don't want to retypePDF, DOCX, TXT, MD, XLSX, CSV, HTML; 100 MB per file
YouTubePublic YouTube videos or channels, transcribed automaticallyLectures, demos, training videosDuration limited per deployment

All source tables share the same core columns: Status, Usage Count (how many times the source was used in agent answers), Connected Agents (or Not connected), and a date column — Last Edited, Last Editing, Last Updated, Uploaded, or Added, depending on the type.

Once sources exist, connect them to agents, re-index and track their usage, or migrate a legacy Knowledge Base.

Common issues​

  • An agent ignores a connected source. Check that the source's status is Ready — re-index if it shows Modified or Error — and that the source is connected to that specific agent. For FAQs, also check the Vector Search setting in the Manage FAQs window.
  • You can't create a FAQ with the name you want. A FAQ with this name already exists — FAQ names are unique. Pick a different name, or edit the existing FAQ.
  • Your text doesn't fit in a Plain Text source. The limit is 50,000 characters. Split the text into several sources, or save it as a document and upload it on the Files tab.
  • A file upload is rejected. Check the format (PDF, DOCX, TXT, MD, XLSX, CSV, HTML) and the size (under 100 MB).
  • Auto-generate finds few or wrong pairs. Restructure the document into explicit question-and-answer pairs and upload it again. If you see This file has already been uploaded, a FAQ named after this file already exists — rename the file or edit the existing FAQ.
  • A source is stuck on Modified. Re-indexing after an edit is manual — click Index on the source.
  • A website source shows Error. Pages that require a login or block automated access can't be fetched. Fix access, then click Index.
  • Answers use an outdated version of a web page. Website sources are not re-fetched automatically — click Index after the page changes.
  • A YouTube source shows Error. Private, age-restricted, or region-locked videos can't be transcribed. Hover over the badge for details, fix the issue or pick another video, then click Index.
  • A FAQ has no Index action. FAQs don't need one — Q&A pairs are indexed as soon as you add or edit them. A FAQ that is still processing shows Indexing... on its card.
  • Usage Count shows Not available. On the agent page, usage is not tracked for Q&As in a FAQ connected with Vector Search disabled. Enable Vector Search in the Manage FAQs window; the change applies to new sessions.

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