Knowledge
Choose where to store shared information, prepare it for search, and check the sources behind an answer.
3 min read
Knowledge is your organization's shared library. Add documents, short facts, public websites, contacts, and products so people and agents can work from the same sources. Start with the information you need to answer a real question; a small, current collection is easier to trust than an unreviewed archive.
Choose the right place
| You have | Use | Why |
|---|---|---|
| A policy, guide, spreadsheet, or report | Documents | Keep the original file and retrieve passages from supported formats. |
| A short fact such as support hours | Knowledge entries | Give it a stable topic and update one current answer. |
| Public pages that change over time | Websites | Crawl a whole website or a chosen URL list on a schedule. |
| People, organizations, and their contact details | Contacts | Keep names and other fields as structured records. |
| Items with product details | Products | Look up the record's fields instead of searching a paragraph. |
| Reference files for one piece of work | A project's Knowledge tab | Keep them within that project's access and chat context. |
Members can read content within their access. Editors and higher roles curate the shared library. Open a row, or choose View in its row menu, to see its details. If you can change a source, the same menu offers the actions that change it, such as Delete; contacts, products, websites, and knowledge entries also offer Edit there and in their details. The structured-data guide helps when a spreadsheet could be either a source document or a set of records.
Make a source useful for answers
Uploading or saving is the first step. Documents, entries, and website pages also need to be indexed: Tale extracts their text and prepares it for search. Check the status before asking about newly added content. A file can remain downloadable even when its format cannot be indexed.
Use a clear title, include dates and scope in the content, and remove or correct outdated guidance. If two sources disagree, tell the assistant which one is authoritative and verify its citation. Adding more files does not resolve a contradiction between them.
Understand access and search
Organization chat can search the shared library within your permissions. Project chat can also search that project's files and uses its saved instructions; it does not search another project's files. Project agents need the corresponding platform tools in their equipment.
Team restrictions continue to apply during retrieval. A file you can see in one workspace may therefore be absent from a different project's context. Use project files for project-specific material and document team access for shared library files.
If all searches fail, ask an administrator to check the embedding model and knowledge connection in Settings > Data residency. Operators can find setup details in Data residency.