Add private business knowledge

Not every approved answer belongs on a public web page. A text source gives you a place to add focused business information directly to the project, while still keeping it separate from the assistant's tone and automation rules.

Use text sources for customer-ready policies, procedures, scripts, or context that your team maintains privately. This guide will help you create one safely and write it in a form the assistant can use reliably.

In this article, you'll learn:

• How to create a text source
• How to structure the knowledge clearly
• What information should stay out of a source
• How to test the finished source

Create a text source#

Begin with one topic and one intended use. A focused source is easier to name, test, and update than a long internal document covering unrelated situations.

1. In Settings, under Learning data, select Text sources.
2. Select Add text source.
3. Enter a clear Source title.
4. Enter a required Source hint that explains when the information applies.
5. Enter the approved content in Knowledge text.
6. Select Add text source.
7. Wait until the source shows Fetched or Complete, then test it.

Once processing finishes, the source can support relevant customer questions. Useful examples include an approved refund and cancellation policy, a sales qualification guide, or a support procedure. Do not use a text source as a place for tone or personality instructions; configure those under Behaviour.

Structure the knowledge#

Write as if a teammate will need to find one exact answer quickly. A clear source normally:

• begin with the scope and intended audience;
• use descriptive headings for separate topics;
• state rules before exceptions;
• include exact conditions, amounts, time frames, and next steps;
• define internal terms in customer language;
• remove commentary and draft alternatives.

For example, instead of Returns are usually accepted, state the exact eligibility window, required condition, excluded items, and how the customer starts the process. Specific rules give the assistant something dependable to preserve in the answer.

Protect sensitive information#

Although the source is not a public web page, treat it as customer-answering material. Do not enter secrets, credentials, private employee data, security procedures, or information the assistant should never disclose. Add only the minimum operational detail needed to answer the intended customer question.

Test the source#

Wait until the source is ready, then ask the intended question in more than one form. Test an exception described in the text and an unrelated question that should not use the source.

The best result is not only a correct direct answer. The source should also preserve its scope, apply the right exception, and stay out of unrelated topics.

See Write knowledge that produces useful answers for writing guidance and Edit, refresh, and remove text sources for maintenance.