GreenPT Docs

Knowledge Paths

Add information for your agents to use when answering questions.

Knowledge Paths are the information your agents use to answer questions. Think of them as your agent's training material, the more relevant knowledge you add, the better your agent can help visitors.

What is a Knowledge Path?

A Knowledge Path is a piece of information on a specific topic. For example:

  • Opening hours and location.
  • Product descriptions.
  • Frequently asked questions.
  • Policies and procedures.
  • How-to guides.

Your agent searches through all assigned Knowledge Paths to find relevant information when answering questions.

Knowledge Path types

Choose the type that best fits your content.

TypeDescriptionBest for
ContentWrite or paste text directly.FAQs, policies, custom information.
URLScrape content from a webpage.Blog posts, existing documentation.
DocumentUpload PDF, Word, or text files.Manuals, guides, reports.
Deep SearchAI-powered research on a topic.Complex topics needing research.
IntegrationImport from connected services.WordPress posts, Shopify products.

Creating a Knowledge Path

  1. Navigate to Knowledge Paths in the sidebar.
  2. Click New Knowledge Path.
  3. Fill in the details:
FieldDescription
TitleTopic name (e.g. "Opening Hours").
DescriptionBrief summary of what this covers.
TypeSelect your content type.
Content/URL/FileThe actual knowledge.
TagsCategories for organisation.
  1. Click Save.
  2. Assign to one or more agents.

Adding content manually

For the Content type, write or paste your information directly.

Example: opening hours

## Opening Hours
The museum is open:
- Monday to Friday: 10:00 AM - 6:00 PM
- Saturday: 10:00 AM - 8:00 PM
- Sunday: 12:00 PM - 5:00 PM

### Holiday Hours
- Closed on major holidays (Christmas, New Year's Day)
- Extended hours during special exhibitions

### Last Entry
Last entry is 30 minutes before closing.

### Best Times to Visit
- Weekday mornings are typically quieter
- Saturday afternoons are busiest

Tips for good content

DoDon't
Use clear headings.Write walls of text.
Include specific details.Be vague.
Answer common questions.Assume visitors know your business.
Keep it up to date.Let information get stale.
Use bullet points.Use complex formatting.

Adding URL-based knowledge

Automatically import content from a webpage.

  1. Select URL as the type.
  2. Enter the webpage URL.
  3. Enable Auto Cleanup (recommended) to remove navigation, headers, footers.
  4. Click Save.

The system will:

  • Fetch the webpage content.
  • Clean up unnecessary elements.
  • Index the content for your agent.

Best for: blog posts, documentation pages, FAQ pages.

Note: the page must be publicly accessible. Password-protected pages won't work.

Uploading documents

Upload files directly.

  1. Select Document as the type.
  2. Click Upload or drag and drop your file.
  3. The content will be extracted automatically.

Supported formats

FormatExtensions
PDF.pdf
Word.doc, .docx
Text.txt, .md

File size limit: 10 MB per document.

Tip: for best results, use documents with clear text. Scanned images or heavily formatted documents may not extract perfectly.

Adding media assets

Enhance Knowledge Paths with images and videos.

  1. Open a Knowledge Path.
  2. Go to the Assets section.
  3. Click Add Asset.
  4. Upload an image or video.
  5. Add a caption describing the asset.

How agents use media

When relevant, your agent can include images or videos in responses. For example:

  • Product photos when discussing products.
  • Tutorial videos when explaining how-to steps.
  • Maps or diagrams for navigation questions.

Adding source citations

Help visitors know where information comes from.

  1. Open a Knowledge Path.
  2. Go to the Sources section.
  3. Add source references:
    • URL: link to the original source.
    • Text: description of the source.

Sources appear as citations in agent responses, building trust with visitors.

Organising with tags

Use tags to categorise your Knowledge Paths:

  • Products, Pricing, Support.
  • Getting Started, Advanced, Troubleshooting.
  • Location, Hours, Events.

Tags help you:

  • Find Knowledge Paths quickly.
  • Bulk assign to agents.
  • Track coverage of topics.

Assigning to agents

Knowledge Paths must be assigned to agents to be used.

From the Knowledge Path

  1. Open the Knowledge Path.
  2. Click Assign to Agents.
  3. Select the agents that should use this knowledge.
  4. Click Save.

From the agent

  1. Open the agent.
  2. Go to Knowledge Paths tab.
  3. Click Add Knowledge Path.
  4. Select the Knowledge Paths to add.

One path, multiple agents

A single Knowledge Path can be assigned to multiple agents. This is useful for:

  • Shared company information (hours, location, policies).
  • Product catalogs used by sales and support agents.
  • FAQs relevant across different topics.

Keeping knowledge current

Refreshing URL content

For URL-based Knowledge Paths:

  1. Open the Knowledge Path.
  2. Click Refresh to re-scrape the webpage.
  3. Review any changes.
  4. Click Save.

Updating documents

For document-based Knowledge Paths:

  1. Open the Knowledge Path.
  2. Click Replace Document.
  3. Upload the new version.
  4. Click Save.

Content review

Regularly review your Knowledge Paths:

  • Is the information still accurate?
  • Are there new topics to add?
  • Should outdated content be removed?

Common questions

How many Knowledge Paths can I create?

Depends on your plan: Free (1), Individual (10), Pro (100), Business (Unlimited).

How do agents choose which knowledge to use?

When a visitor asks a question, the AI searches all assigned Knowledge Paths for relevant information. It uses semantic search (understanding meaning) and keyword matching to find the best content.

What if information conflicts between Knowledge Paths?

The agent uses the most relevant match. To avoid confusion, keep information consistent across Knowledge Paths, or consolidate related topics into one path.

Can I import content from my existing CMS?

Yes! Use integrations to connect WordPress, Shopify, Notion, and more. See Integrations.

How long until new knowledge is available?

Knowledge is available immediately after saving and indexing (usually within seconds).

Why isn't my agent using a Knowledge Path?

  • Make sure the Knowledge Path is assigned to the agent.
  • Check that the Knowledge Path is Active (not disabled).
  • Verify the content is relevant to the questions being asked.
  • Try refreshing URL-based content if it seems outdated.

Agents

Create and configure AI-powered assistants.

Playground

Test your agents before deploying to visitors.

On this page

What is a Knowledge Path?Knowledge Path typesCreating a Knowledge PathAdding content manuallyExample: opening hoursTips for good contentAdding URL-based knowledgeUploading documentsSupported formatsAdding media assetsHow agents use mediaAdding source citationsOrganising with tagsAssigning to agentsFrom the Knowledge PathFrom the agentOne path, multiple agentsKeeping knowledge currentRefreshing URL contentUpdating documentsContent reviewCommon questionsHow many Knowledge Paths can I create?How do agents choose which knowledge to use?What if information conflicts between Knowledge Paths?Can I import content from my existing CMS?How long until new knowledge is available?Why isn't my agent using a Knowledge Path?