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What is Knowledge?

Knowledge is the information your AI agent uses to respond to customers. The better your agent’s knowledge, the more accurately and helpfully it can assist users.

General Knowledge

Core information used across all channels

Channel-Specific

Customized knowledge for chat, voice, text, email

Website Source

Automatically learn from your website

Data Index

View and manage indexed content

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Knowledge Sources

Clarky builds your agent’s knowledge from:
Automatically crawled and indexed from your website including pages, FAQs, and product information.
Custom information you add directly to guide your agent’s responses.
Documents, PDFs, and other files you upload (coming soon).
Specific question-answer combinations you want the agent to know (coming soon).
Your agent improves over time by learning from successful conversations.

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Knowledge Structure

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Categories

Knowledge is organized into categories:
  1. General - Used by all channels
  2. Chat - Specific to web chat
  3. Voice - Phone conversation knowledge
  4. Text/SMS - Optimized for text messages
  5. Email - Email-specific responses

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Websites

Your crawled website content that feeds into the knowledge base.

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Schedule

Business hours and availability information.

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Editing Knowledge

Access Knowledge Management:
1

Navigate to Knowledge

Click “Knowledge” in your agent menu.
2

Select Category

Choose General or a specific channel.
3

Edit Content

Add or modify the knowledge text.
4

Save Changes

Changes apply immediately to your agent.

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Best Practices

Provide detailed, accurate information. Vague knowledge leads to vague responses.
Write as you would explain to a person, not in bullet points or keywords.
Keep knowledge current as your business changes (hours, pricing, services).
After adding knowledge, test that your agent uses it correctly.
Delete information that’s no longer relevant to prevent confusion.

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Next Steps

Add General Knowledge

Core information for your agent

Customize by Channel

Optimize for each communication method

Manage Websites

Configure website crawling

View Data Index

See what’s been indexed