Prepare knowledge and test answers

Follow the video, then use the written steps below while you work in your dashboard.

The walkthrough uses a demo workspace and synthetic customer details. Channel availability depends on your account and provider configuration.

Open Knowledge Center

In this lesson, we will add business knowledge and test the assistant’s answers. Open Knowledge Center from the right-hand menu. Check each source’s status. Use search and filters to find sources and see what is ready or needs attention.

Choose a source type

Click Add source. Choose a public website, file upload, or pasted text. Use the option that matches where your information is stored. In this example, we will add a shipping and returns policy as text.

Add your content

Choose Paste text. Enter a clear title and complete content, including shipping fees by area, delivery times, and return conditions. Check the figures and details, then click Add text to start processing the source.

Wait for Ready

Wait until the source is marked Ready before testing answers. If it fails or needs attention, review the source and reprocess it. Saving the text is only part of preparing it for AI use.

Manage and archive sources

The menu next to a source offers details, reprocessing, and archive. Archive outdated information when the assistant should stop using it. An archived source can be restored within 15 days.

Review source details

Open details to review the original text. Manual sources have an Edit text action. Update changed prices or conditions here, then monitor processing until the updated source is ready.

Start a private test

Now test the knowledge you added. Open Ask your assistant and enter a realistic customer question whose answer is clearly in your source. This is a private test and sends no message to a customer.

Check the answer

Here we asked about Alexandria shipping and returns. The assistant answered 85 EGP and a 14-day return period from the policy we added. Compare the answer with the source and check the amount and conditions. Update missing details and test again.

Find your saved test

Ask a follow-up, such as delivery time. Open the conversation in Inbox to find its saved questions and answers under the Private test label. Repeat this process when adding a new policy or changing important information.