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What is Context?

Context is your agent’s knowledge base. Everything it knows about your business is a document: text you write, a file you upload, a page crawled from your website, or a question-and-answer pair. Each document is assigned to the channels where it should be used (chat, voice, text, email), so you can keep a sales playbook chat-only, give voice a short script, and let email see everything. Open it from Context in your agent’s sidebar.

Documents

Write text, pin the essentials, choose channels

Files

Upload PDFs, Word docs, text and markdown

Websites

Crawl your site; every page becomes a document

Q&A

FAQs, plus questions your agent could not answer

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How your agent uses it

There are two ways a document reaches your agent:
Pinned documents are included in every conversation on their channels, word for word. Use them for who you are, what you sell, hours, contact details, tone, and hard rules. Keep them short; they are sent with every message. Your About document (created from your website when you sign up) is pinned by default.
Everything else is split into passages and searched for each incoming message. Only the passages that match the customer’s question are added, so a 200 page website or a long PDF only shows up when it is useful. This keeps replies focused and fast.
Voice is different. Phone calls have no per-message retrieval: the whole prompt is sent to the voice provider once when the call starts. Every document checked for Voice is included in full at that moment, pinned or not, up to a voice budget of about 40,000 characters. The budget exists mostly for latency; a bigger prompt means a longer pause before each spoken reply. Website pages are never used on Voice. See Settings.

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Channels

Every document has four checkboxes: Chat, Voice, Text, Email. A document is only used on the channels you check. Defaults: Turn a channel off to keep a document without using it there. Turn every channel off (or disable the document) to park it without deleting it.

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What replaced the old Knowledge screen

If you used Clarky before Context, the mapping is:
  • General knowledge became a pinned document called About <your agent>, on all channels.
  • Chat / Voice / Text / Email knowledge boxes each became a pinned <Channel> instructions document on that one channel.
  • Website pages are now regular documents you can search, edit, disable, or assign to channels one at a time.
  • Files and Q&A are real now.
Nothing was lost; open Context and you will see all of it as documents.

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Best practices

A short pinned About document plus longer retrieved documents beats one giant pinned wall of text. It is cheaper, faster, and answers are more precise.
“Refund policy”, “Pricing 2026”, “Sales playbook” retrieve better than a single mixed document, and they are easier to keep current.
Check Context > Q&A now and then. Every question your agent could not answer is waiting there; answering it teaches the agent immediately.
Context > Settings > Test retrieval shows exactly which documents your agent would use for any question you type.