An AI agent is only as good as what it knows. If it gives wrong prices or invents a returns policy, the problem is almost always missing or messy knowledge, not the AI itself.
This guide shows how to add knowledge sources to the Text AI Agent and how to organise them so answers stay accurate.
Last updated: October 17, 2026. Menus and button names can change, so if something looks different, look for the closest matching option.
Best for: Teams with a website, help center or product catalog
Starting price: Essential $19/user/month (billed yearly)
Before you start
- The URL of your website or help center
- Key documents: shipping, returns, warranty, pricing, product specs
- Files in PDF (up to 200 pages), DOCX, PPTX, TXT, CSV, TSV or MD, max 50 MB each
The three types of knowledge
| Source | Best for | Keep it fresh by |
|---|---|---|
| Website | Product pages, help center, blog | Auto-update (e.g. every 30 days) |
| Files | Policies, catalogs, price lists, manuals | Re-uploading when the document changes |
| Articles | Short answers that exist nowhere else | Editing in the in-app Articles section |
Step-by-step: add knowledge to your agent
Step 1: Clean up the source first
Check that your FAQ and policy pages are current. Delete or update old promotions, discontinued products and outdated shipping times. The agent will repeat whatever it reads.
Step 2: Add your website
Open the AI agent’s knowledge settings and choose Add new website. Paste the URL.
Step 3: Choose the scan scope
Pick full website, nested pages (for example only /help/) or a single page.
If your blog is large, scan only product, pricing and help pages. Blog posts can add noise and outdated advice.
Step 4: Turn on auto-update
Enable Auto-update and pick an interval, such as every 30 days, then click Agree and scan.
Step 5: Upload your key files
Click Select a file or drag documents into the upload area, then Save file. Give files clear names such as “Returns policy 2026.pdf”.
Step 6: Write short articles for gaps
Use the Articles section for answers that are not on your site, for example “Do you ship to Canada?” or “Can I change my order after paying?”. One question per article works best.
Step 7: Test with real questions
Ask the preview widget the questions customers actually type, including typos and short phrases like “refund?” or “where’s my order”.
Step 8: Fix gaps from real chats
Each week, open Archives, find chats where the agent was unsure or transferred, and add the missing answer as an article or update the source page.
Tips for accurate answers
- One fact, one place: avoid different shipping times on different pages
- Put prices and numbers in plain text, not only in images
- Use the instructions to say what the agent must never promise (for example refunds outside policy)
- Use a separate knowledge set for each brand or website if you run several
The difference between knowledge and instructions: knowledge is what the agent knows; instructions are how it behaves. Put facts in knowledge, and rules and tone in instructions.
More AI customer service guides
- How to Set Up the Text AI Agent (Step-by-Step)
- How to Write AI Agent Instructions (With Prompt Templates)
- How to Add the Text Chat Widget to Your Website or WordPress
- How to Connect the Text AI Agent to Shopify
- How to Create a Custom Skill for the Text AI Agent
- How to Set Up AI-to-Human Handoff in Text
- How to Offer Discount Codes in AI Chat to Save Sales
- How to Run Multiple AI Agents for Different Websites or Languages
- How to Measure and Improve Your AI Agent Resolution Rate
- Best AI Customer Service Agents for Small Businesses (2026)
- Text AI Agent Pricing 2026: Plans, AI Resolutions and Real Costs
- Text vs Tidio (2026): Which AI Chat Platform Is Better?
Frequently asked questions
How large can uploaded files be?
Up to 50 MB per file, and PDFs up to 200 pages.
Will the agent use information from outside my sources?
It is designed to answer from your knowledge sources. Add a rule in the instructions telling it to transfer or say it does not know when the answer is not in your content.
How often should I update knowledge?
Use auto-update for websites and re-upload files whenever policies or prices change. Review transferred chats weekly to spot gaps.
Wrap-up
Clean your content, add your website with auto-update, upload key policy files, fill gaps with short articles, then improve weekly from real chats. Start with our Text AI Agent setup guide if you have not created your agent yet.
This guide is independent and is not sponsored by Text. Some links may be affiliate links, which never change our recommendations. See our Affiliate Disclosure.