Overview
Text sources allow you to add custom content directly to your agent’s knowledge base. This is perfect for information that doesn’t exist on your website, such as internal policies, specialized knowledge, or supplementary content that helps your agent answer questions more comprehensively.When to Use Text Sources
Text sources fill the gaps that web sources can’t cover:| Use Case | Example |
|---|---|
| Internal policies | Return policies, shipping procedures, warranty terms |
| Company information | Company history, mission statements, team bios |
| Detailed specifications | Technical specs, compatibility information, sizing guides |
| Process documentation | How-to guides, step-by-step instructions |
| Supplementary content | Information that complements your website content |
| Temporary content | Seasonal promotions, event information, limited-time offers |
Unlike web sources that are imported from URLs, text sources are created and maintained entirely within the platform. This gives you complete control over the content without needing to update your website.
Adding a Text Source
To add a new text source to your agent’s knowledge base:Navigate to Text Sources
Go to your agent’s Sources tab and select Text from the source type options.
Enter a Title
Provide a descriptive title for your text source. This helps you identify the content later and improves organization.Good titles:
- “Return Policy Details”
- “Product Compatibility Guide”
- “Company History and Mission”
- “Info”
- “Text 1”
- “Content”
Add Your Content
Enter the content you want your agent to learn from. The rich text editor supports formatting to help structure your content clearly.
Rich Text Editor
The text source editor includes rich text formatting capabilities to help you structure content effectively:Supported Formatting
| Format | Purpose |
|---|---|
| Bold | Emphasize important terms and key points |
| Italic | Add emphasis or denote special terms |
| Headings | Create sections and organize content hierarchy |
| Lists | Bullet points and numbered lists for step-by-step content |
| Links | Include clickable URLs to external resources |
Formatting Tips
Use headings for structure
Use headings for structure
Break long content into sections with clear headings. This helps both users reading the content and the AI when retrieving relevant information.
Use lists for processes
Use lists for processes
When documenting step-by-step processes, use numbered lists:
Highlight key information
Highlight key information
Use bold text to emphasize critical details that your agent should prioritize in responses:“Returns must be initiated within 30 days of purchase.”
Managing Text Sources
Viewing Your Sources
All your text sources appear in the My Sources tab with:- Title - The name you gave the source
- Status - Current processing status (Pending, Processing, Ready, Failed)
- Created date - When the source was added
- Actions - Edit and delete options
Editing a Text Source
To update an existing text source:- Find the source in My Sources
- Click the Edit button (pencil icon)
- Modify the title or content as needed
- Click Save Changes
After editing a text source, you’ll need to click Train Agent to reprocess the content and update your agent’s knowledge base with the changes.
Deleting a Text Source
To remove a text source:- Find the source in My Sources
- Click the Delete button (trash icon)
- Confirm the deletion
Best Practices
Be specific and comprehensive
Be specific and comprehensive
Include all relevant details in your text sources. The more complete the information, the better your agent can answer questions.Good example:
“Our return policy allows returns within 30 days of purchase. Items must be unused and in original packaging. Refunds are processed within 5-7 business days after we receive the returned item. Shipping costs are non-refundable unless the return is due to our error.”Poor example:
“We accept returns.”
Organize content logically
Organize content logically
Group related information together in single text sources rather than creating many small, fragmented entries.Better approach:
Create one comprehensive “Shipping & Returns” text source covering all related policies.Avoid:
Separate sources for “Returns”, “Shipping times”, “Return shipping”, “Refund processing” when they’re all related.
Write in natural language
Write in natural language
Write content as if you were explaining it to a customer. The AI works best with clear, conversational content.Good:
“If your order arrives damaged, please contact us within 48 hours with photos of the damage. We’ll arrange a replacement or refund at no additional cost to you.”Less effective:
“Damaged items: contact support, 48hr limit, photos required, replacement/refund available.”
Keep content current
Keep content current
Review and update text sources regularly, especially for time-sensitive information like policies, pricing, or promotions.
Test after adding
Test after adding
After adding text sources, test your agent in the Playground with relevant questions to verify the content is being used effectively.
Content Examples
Example 1: Company Information
Example 2: Product Specifications
Example 3: FAQ Content
Common Issues
Content Not Appearing in Responses
If your agent isn’t using the text source content:- Check the status - Ensure the source shows as “Ready” in My Sources
- Train your agent - Click “Train Agent” after adding new content
- Test with specific questions - Ask questions directly related to the content
- Check for conflicts - Other sources might contain contradicting information
Formatting Looks Wrong
If your formatted content doesn’t display correctly:- Avoid excessive nesting (too many sub-headings)
- Keep formatting simple - basic bold, italic, lists, and headings work best
- Test long content in the editor preview before saving