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Knowledge and Resources

Updated: May 8, 2026

Knowledge and resources give your agent the context it needs before a participant ever responds. Use them for facts, links, documents, concepts, prototypes, policies, and playbooks that should shape the conversation.

These are different from URL parameters and invite context, which carry per-participant metadata at runtime. Knowledge and resources are part of the conversation design.

Knowledge

Use Knowledge for facts the agent should know throughout the conversation:

  • Product details, pricing rules, policies, or eligibility criteria.
  • Brand voice and approved messaging.
  • Internal context the participant will not provide.
  • Advocate playbooks, proof points, and objection handling.

Knowledge is not shown to participants as a standalone resource. The agent uses it to ask informed questions, answer within the bounds of the outline, and stay consistent with the facts you provide.

Keep Knowledge factual and current. If a claim changes often, include the date or source so future editors know when it needs review.

Resources

Use Resources when the conversation needs a specific piece of content attached to it. Resources can be text or URLs, and each resource has a scope.

ScopeWho can see itUse it for
SharedParticipants and the agentConcepts, prototypes, landing pages, mockups, brochures, docs, or any material participants should review.
PrivateThe agent onlyInternal guides, positioning notes, specifications, scripts, rubrics, or reference material participants should not see.

Shared resources appear in the participant experience as reviewable links or resources. The agent can present them at the start of the conversation and bring them back when relevant before asking related questions.

Private resources are filtered out of the participant-facing resource list. Use them to improve the agent's judgment without exposing internal context.

Choosing the Right Place

Use this rule of thumb:

  • Knowledge: true for every participant and useful across the whole conversation.
  • Shared resource: something the participant should inspect, react to, or use during the conversation.
  • Private resource: something the agent should use, but the participant should not see.
  • URL parameter or invite context: information that changes by participant, campaign, account, or segment.

Examples

Concept test

  • Knowledge: what problem the concept is meant to solve and what feedback matters most.
  • Shared resource: the prototype link or concept image.
  • Private resource: the team's internal hypothesis and evaluation rubric.

Advocate conversation

  • Knowledge: approved claims, evidence, and objection responses.
  • Shared resource: a public case study or comparison page.
  • Private resource: internal talking points and boundaries for claims the agent should not make.

Concierge intake

  • Knowledge: eligibility rules, routing rules, and service descriptions.
  • Shared resource: a public pricing page or requirements checklist.
  • Private resource: internal qualification guidance.

Best Practices

Separate facts from participant materials. Put evergreen facts in Knowledge and reviewable artifacts in shared resources.

Mark internal context as private. If a resource contains strategy, scripts, or sensitive details, keep it private so it is not shown in the participant UI.

Tell the agent when to show shared resources. Add guidance such as "show the prototype before asking usability questions" or "present the pricing page only if pricing comes up."

Keep claims grounded. For Advocate agents especially, include the exact proof points and boundaries the agent is allowed to use.

Refresh time-sensitive material. Outdated pricing, policy, or positioning in Knowledge can produce outdated conversations.

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