Knowledge is what you want the agent to remember everywhere: your brand colours, your prices, who is on your team, how you write a report. Open it in Settings › Customize › Personalization, on the Knowledge tab.
The Knowledge tab with five entries, a search field, the remaining count and Add, light themeThe Knowledge tab with five entries, a search field, the remaining count and Add, dark theme
Each entry shows its name, when to use it, its content and the date it was added. The ring next to Add counts your entries: you can keep up to 50.

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Add an entry

Choose Add and fill in:
FieldWhat to writeUp to
NameA short title, such as “Plans and prices”128 characters
Use whenOptional: when the agent should recall it, such as “Writing about plans or prices”200 characters
ContentThe facts, decisions or context themselves2,000 characters
Then choose Save.
The Add knowledge window with Name, Use when and Content filled in, light themeThe Add knowledge window with Name, Use when and Content filled in, dark theme
You can also ask in any chat: “Remember that our support line is open 9 to 5.” The agent saves it here for you.

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How the agent uses it

Every entry reaches the agent at the start of every chat, with its Use when. The agent uses an entry when the task calls for it, so a clear Use when helps it pick the right one.

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Edit or delete

Search knowledge finds an entry by its name, content or Use when. The ⋯ menu on an entry has Edit and Delete. Deleting removes the entry for good.
The menu of a knowledge entry with Edit and Delete, light themeThe menu of a knowledge entry with Edit and Delete, dark theme
Knowledge here is yours, in every chat. A project keeps its own files and notes for its chats. See Project knowledge.