Audience
- Admins/operators managing agent knowledge quality
- Teams syncing external data into reusable knowledge lists
Prerequisites
- Workspace access to knowledge and integrations
- At least one data source (manual or integrated)
- Agent(s) available for knowledge attachment
End-to-end flow
- Connect one or more integrations (optional but recommended for sync-driven lists).
- Review synced items and create manual items where needed.
- Build lists that group relevant items.
- Attach lists to target agents.
- Validate agent responses against expected knowledge.
Lists and items model
Knowledge items
- Individual records (for example, listing/property or business facts).
- Can come from synced sources or manual creation.
Knowledge lists
- Curated groups of items for specific use cases.
- Attach lists to agents to control what context they can use.
Synced vs manual sources
Synced sources
- Pulled from integrated systems on sync.
- Best for frequently changing operational data.
- May overwrite source-controlled fields on future syncs.
Manual sources
- Created and edited directly in platform.
- Best for custom facts not present in external systems.
- Fully controlled by your workspace users.
Attaching lists to agents
- Open target agent.
- Navigate to knowledge list attachment section.
- Select relevant lists and save.
- Run validation call to confirm retrieval quality.
- Agent references the intended knowledge without unrelated noise.
Troubleshooting
Synced data not appearing in list
- Run manual resync for affected provider.
- Confirm item still exists in source provider.
- Verify filters/list criteria include that item.
Agent not using expected knowledge
- Confirm correct list is attached to the agent.
- Reduce list scope to avoid noisy retrieval.
- Validate prompt instructions are compatible with knowledge usage.
Manual and synced records conflict
- Keep source-of-truth ownership explicit per item type.
- Prefer synced records for source-controlled fields.
- Use manual fields only where sync is not authoritative.