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What are Knowledge Documents?

Knowledge documents let your agent answer the free-form questions callers actually ask — things like your fees, how the offer process works, what documents a renter needs to apply, or anything in a brochure or policy you’ve uploaded. This is different from your knowledge base lists, which power listing answers (what’s for sale in a suburb, prices, bedrooms). Knowledge documents cover everything that isn’t a listing lookup:
  • Agency fees and commission
  • Buying and renting processes
  • Application requirements and paperwork
  • Office hours, areas serviced, and general FAQs
When a caller asks something a document covers, your agent answers from that document. When it can’t find a confident answer, it says so rather than guessing.

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Requirements

  • You must have uploaded at least one document to your workspace’s knowledge area first.
  • Documents are then attached to a specific agent — only the documents you attach to an agent are used by that agent.
  • This feature is available on paid plans.

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Attach documents to an agent

In the agent dashboard, open the Capabilities section and find Knowledge documents:
  1. Select Attach documents.
  2. Search for and tick the documents you want this agent to use.
  3. Select Attach to save.
Attached documents appear in the list, and you can remove any of them at any time. Attaching is a replace-set action — the documents shown are exactly the set your agent will use.

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What your agent will and won’t do

  • Will answer free-form questions using your attached documents.
  • Will fall back to “I don’t have that information” when no attached document confidently covers the question — it will not invent an answer.
  • Won’t use a document you uploaded but didn’t attach to the agent.
  • Won’t replace your knowledge base lists — suburb and listing questions still come from those.

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Troubleshooting

I uploaded a document but the agent doesn’t seem to use it. Uploading is not the same as attaching. Open the agent’s Knowledge documents section and confirm the document is in the attached list. Only attached documents are used. The agent says it doesn’t have information that’s in my document. Check that the document is attached to this agent (settings are per agent), that the document uploaded successfully, and that the question is about content the document actually contains. I want the agent to answer suburb or listing questions from a document. Those answers come from your knowledge base lists, not knowledge documents. Attach the relevant knowledge base list instead. Still stuck? Contact support and we’ll help you get your agent answering from your documents.