Assign object knowledge to a Chat Agent
Chat Agents can use records from your workspace as an approved source of knowledge. This allows you to create specialised agents for customer support, product assistance, internal guidance and other focused use cases. For example: \- Connect an Articles object to create a customer-support agent. \- Connect a Products object to create a product-assistance agent. \- Connect a policy or process object to create an internal help agent. ## Before you begin Make sure that: \- The object contains the records you want the agent to use. \- The records contain complete, accurate and approved information. \- The agent has already been created in your workspace. \- You have permission to edit the agent. ## Assign knowledge 1\. Open Chat & Agents. 2\. Select Agents. 3\. Open the agent you want to configure. 4\. Find the agent's knowledge settings. 5\. Select the object or objects the agent should use. 6\. Choose which records or available content should be included. 7\. Save your changes. The agent will prepare the assigned content so it can retrieve relevant information when answering a question. ## Test the agent's knowledge Ask realistic questions that a customer or team member might use. For an Articles agent, try questions such as: \- How do I reset my password? \- What is your refund policy? \- How can I contact support? For a Products agent, try: \- Which product is suitable for a small team? \- Does this product include a warranty? \- What is the difference between these products? Check that the response: \- Answers the actual question. \- Uses information from the assigned records. \- Does not invent unsupported information. \- Makes it clear when the available content does not contain an answer. ## Keep knowledge current Update the original object records whenever information changes. This keeps the workspace content as the source of truth. If recently updated content is not being used, open the agent and select Rebuild assigned knowledge. This refreshes the agent's searchable knowledge without requiring you to recreate the agent. ### Best practices \- Give each agent a clear and focused purpose. \- Assign only knowledge relevant to that purpose. \- Use descriptive record titles and well-structured content. \- Remove duplicated or conflicting information. \- Review important answers before enabling the agent for customers.