AI agent knowledge
AI agent knowledge is the content Fynn, the Deskwoot AI bot, reads before it answers a customer. Fynn grounds every reply in that material instead of inventing an answer, so the quality of your answers comes straight from the quality of what you feed it. You manage all of this in one place: the Training Hub.
Where do I manage Fynn's knowledge?
In the Training Hub, under Settings > Training Hub. That is where you add and review everything Fynn can draw on. The Training Hub accepts 4 source types:
- Help center import. Your published help center articles.
- Website crawl. Pages Fynn fetches from a URL you provide.
- Document upload. Files in PDF, CSV, or TXT format.
- FAQ pairs. Question and answer pairs you write by hand.
Add the sources that match how your information already lives, then test Fynn with a few real questions. For the step-by-step on each source type, see the Training Hub guide.
Why grounding matters
Because Fynn answers only from the knowledge you supply, a complete and current set of sources is what keeps answers accurate. Gaps lead to vague replies, and stale content leads to wrong ones. Treat your knowledge like a living thing: update it when products, prices, or policies change.
Good habits
- Keep content current. Refresh your sources whenever something changes.
- Write plainly. Simple language gives Fynn cleaner material to answer from.
- Cover common questions first. Prioritize what customers ask most, like shipping, returns, and pricing.
- Read the logs. Check conversations for spots where Fynn struggled, then add a source to close the gap.
What if Fynn cannot find an answer?
When a question falls outside Fynn's knowledge, the conversation is handed to a human agent in your Deskwoot inbox, so the customer always gets help. Use those moments to spot what is missing and add it to the Training Hub.