Knowledge Groups are available for Agent+ plans and above. If you believe this feature could be helpful for your brand, please contact your CSM.
Overview
Knowledge Groups provide a structured way to manage and segment your knowledge base. They ensure that Agent+ uses the correct context for each brand, market, or strategy within a single account.
You can choose which Knowledge Group is applied to each workflow, keeping content, rules, and examples clearly separated and easy to manage.
They are especially useful when you:
Manage multiple brands in one account while keeping each brand playbook fully separate.
Run different strategies per country or language without risking cross-contamination of rules.
How to create a Knowledge Group
Go to Control Panel >> Engage Library
Open the Knowledge, select Knowledge Groups, and Add group
Edit knowledge group
Add asset filter to divide by brand or location
Save it
Important: the Knowledge Group and related prompts must be linked to the same asset filters so they can be triggered simultaneously.
Add Content
Go back to Knowledge Sources, select Add content, and choose the content type
At the bottom, you’ll have the option to link the uploaded resources to a selected Knowledge Group.
Please note that only newly uploaded knowledge can be added to Knowledge Groups. Since this is a new feature, previously uploaded resources can’t be linked retroactively.
What will happen next
Once configured successfully, Agent+ will:
Retrieve information only from the selected Knowledge Group.
Use that information to generate responses.
Avoid retrieving content from unrelated groups.
This improves accuracy and ensures that responses are aligned with the intended business segment.
Best Practices
Keep the number of groups limited
Do not create too many Knowledge Groups. A large number of groups increases the risk of confusion. Create separate groups only when there is a clear and meaningful difference in content.
Organize by business structure, not platform
We don’t recommend creating separate Knowledge Groups by social platform (LinkedIn, Instagram, TikTok). Platform-specific behavior should be handled through different prompts.
Knowledge Groups are most effective when they reflect real business distinctions, such as different countries with different policies, or multiple brands under one parent brand.