Available for Agent+ plan only
Why This Matters
Without knowledge grounding, AI risks drafting generic or incomplete replies. By syncing your help center, product pages, or policy docs, every AI draft is rooted in your approved sources. Replies are transparent too: the platform shows which knowledge articles were used to generate the draft.
How to Add a Knowledge Source
Go to Control Panel > Engage Library > Knowledge.
Click Add Content.
Select Website / domain, List of URLs, or Snippet.
Follow the steps specific to that type (outlined below).
Once syncing is complete, you’ll see the status in the Knowledge list. A green checkmark means the content is ready.
Types of Knowledge You Can Connect
Website / domain
Use this if you want to connect your help center or main website.
How it works
Add the root domain (for example,
https://helpcenter.website.com).The system starts syncing the site and then notifies you once the full list of pages is ready.
You’ll finish the integration by selecting which pages to include or exclude.
Exclude irrelevant or generic pages (like privacy policies, cookie policies, or careers) to avoid confusing the AI.
Content is automatically re-synced every week to keep information fresh.
List of URLs
Use this if you want AI to only reference a specific set of pages.
How it works
Paste a list of URLs (for example, individual product or service pages).
The system syncs those pages directly.
Each page shows as Synced or Failed in your Knowledge list.
This option is ideal for seasonal campaigns, product launches, or curated content.
Snippet
Use this if you want to provide AI with short, custom-written content.
How it works
Add a title and the snippet details.
Snippets are best for disclaimers, campaign-specific messaging, or product details not published online.
Once saved, they’re instantly available for AI to use when drafting replies.
What Happens Under the Hood
When you click Generate AI Reply:
The system scans your connected knowledge to check if relevant content exists.
If relevant documents are found, they’re sent along with:
Your custom AI prompt (tone, do’s and don’ts, context)
Post analysis, if enabled (captions, hashtags, and text from the original post)
The AI drafts a reply that blends:
Knowledge content
Your instructions
Post context
This process makes replies both accurate and on-brand. You can always see which knowledge sources were used in the drafted reply.
Example in Action
Customer comment: “I’d love to know more about the ingredients.”
Knowledge used: Product specification sheet for Velvet Foundation.
Draft reply:
“Our Velvet Foundation is packed with skin-loving ingredients like hyaluronic acid (hello hydration ✨) and vitamin E for extra care. No parabens or sulfates here. If you’d like the full ingredient list, let us know and we’ll share!”
At the bottom of the draft, you’ll see the linked product page so you know exactly where the information came from.
What If the Reply Generated Isn’t Accurate?
Sometimes a draft might pull from the wrong source or miss key details. Here’s how to fix it:
Check the source that triggered that reply: Look at the “Knowledge used to generate this reply” shown under the draft. If a wrong page triggered it, you can uncheck or remove that page from your connected knowledge.
Add a snippet: If a reply is missing critical information, create a snippet with the exact wording you want AI to use. Snippets fix gaps and ensure accuracy.
Do both: Refine sources by removing irrelevant ones and adding snippets for high-priority content.
This feedback loop strengthens accuracy over time. The more you tune your knowledge library, the better the drafts become.
Note: Connected websites are automatically checked for updates weekly so your AI replies reflect the latest version of your content.
Prompts vs Knowledge: What’s the Difference?
Both AI prompts and knowledge shape replies, but they play different roles:
AI Prompts = HOW to respond
Defines tone of voice, emoji use, phrasing preferences, and escalation rules.
Example: “Be empathetic, avoid emojis, keep it short when handling complaints.”
Knowledge = WHAT to say
Provides the factual content the AI can use to build accurate replies.
Example: Product specifications, FAQs, shipping policies, campaign details.
Together, prompts control style and knowledge powers substance. You need both working in sync to generate replies that are accurate, safe, and on-brand.
📌 See also: How to Set Up Prompt Instructions for Better Replies for guidance on shaping tone and style.