AI knowledge sources power respond.io’s AI features — including AI Agents and AI Assist — by providing the business-specific information your AI needs to respond accurately and naturally.
By supplying well-structured, up-to-date content, you help your AI understand your products, services, and policies, enabling it to handle specialized conversations confidently and autonomously.
Learn how to add knowledges sources here.
What business information works best?
Your AI doesn’t have access to your unique business details by default. To enable it to answer accurately, provide information such as:
Company policies
Product or service specifications
Pricing and plans
Support processes
Shipping, return, or refund guidelines
Recommended types of knowledge sources
Use materials that are accurate, up to date, and well-organized. Recommended types include:
Manuals, guides, and FAQs (recommended)
Manuals, help center articles, guides, and FAQs are excellent because they are usually:
Well-structured and easy for AI to process
Designed to answer common questions clearly
Published Google Docs
Google Docs work well for content that needs frequent updates. Use the Published link (not the editable one) to ensure proper access, and remember to resync manually after making changes.
Homepages, websites, and blogs
Your company website or blog can provide the latest product or service information. Use the auto-sync feature to keep your knowledge sources updated at set intervals.
Avoid using web pages with heavy imagery or poor structure, as they are harder for AI to interpret.
You can now add up to 5 additional URLs to a single website source.
Use include/exclude globs to focus on relevant sections (e.g., docs, FAQs) and skip irrelevant ones (e.g., marketing pages).
Writing guidelines for knowledge sources
When developing your knowledge sources, follow these key recommendations:
Keep it clear and concise: Use straightforward language and avoid jargon or overly complex terms.
Cover common questions: Include information that addresses frequent inquiries and customer pain points.
Keep it updated: Regularly review and update your knowledge sources to reflect the latest information.
Rewrite for clarity: Improve readability to ensure the AI can easily understand and use the content.
Analyze AI performance: Review conversations to identify areas where the AI struggles or provides inaccurate responses.
Test and refine: Continuously test AI responses and iterate until the performance meets your expectations.
Multi-language capability: Knowledge sources now support content in any language. The AI will automatically detect and respond in the same language as the Contact.
Tables and structured data
AI can now process tables and CSVs more accurately:
Use
.csv,.docx, or table-based PDFs for structured data.Keep tables clean and simple (avoid merged cells or heavy formatting).
Use clear headers and consistent data types for each column.
Multilingual content
Knowledge sources support content in any language, enabling AI features to understand and respond in the same language as the conversation.
You can include one or multiple languages within your knowledge sources. The AI will automatically detect and use the appropriate language based on the customer’s message.
Writing best practices
Follow these formatting and structural best practices to optimize your knowledge sources:
Be focused and precise: Provide targeted, task-relevant information to help the AI Objective Step locate answers quickly.
Use task-based organization: Structure content by the tasks or functions the AI needs to handle.
Use headings: Create a clear hierarchy to improve readability for both humans and AI.
Indent information where needed: Indentation helps organize content and makes it easier to scan.
Highlight key points: Use bold formatting to emphasize important details.
Use complete sentences: Full sentences improve clarity and reduce misunderstandings.
Example of good FAQ formatting:
Recommended:
Question: Can customers return the item within 30 days of receiving it?
Answer: Yes, customers can return the item within 30 days of receiving it, as long as the price tag is intact.
Not recommended:
Question: Can customers return the item?
Answer: Yes.
Well-crafted knowledge sources are the foundation of accurate, natural, and reliable AI performance.
By keeping your content organized, up to date, and easy to understand, you’ll empower our AI features such as AI Agents and AI Assist to deliver smarter and more human-like responses across every interaction.
