Knowledge
Manage everything the Agent knows. The quality and coverage of your knowledge base directly determines how helpful the Agent is to your users.
Overview
The Knowledge section is where you train and configure your Agent's knowledge base. Everything the Agent can answer comes from what you provide here.
Dashboard path: Agent > Knowledge
Knowledge is organized into four tabs:
Sources: Static training data that feeds the Agent. Add URLs (site crawls or individual pages), plain text, or upload files. The Agent uses this content to generate conversational answers.
Tours: Make your live Tours available so the Agent can deliver targeted, step-by-step guidance directly in conversations.
Actions: Make your No-Code Actions available so the Agent can perform automated tasks for your users during conversations.
Custom Answers: Create curated question-answer pairs that the Agent prioritizes. Attach CTA actions like launching an experience, navigating to a URL, or running an action.
Test Knowledge
Click the Test Knowledge button (top-right) at any time to open a private Agent chat and test responses against your current knowledge base.
This is the fastest way to verify that:
New sources have been trained correctly.
Custom Answers trigger on the right questions.
Tours and Actions are suggested in the right context.
SDK and Actions are disbled in preview.
The CTAs will properly show as expected in the chat but it will be disabled so it can trigger nothing. To test the full behavior you'll have to test it live.
Best Practices
Building your knowledge base
Start with Sources, then layer Tours and Actions. Sources provide the foundational knowledge. Tours and Actions extend the Agent from answering questions to actually guiding and performing tasks.
Keep sources focused. A few well-targeted source crawls (help center, product docs) perform better than a massive crawl of your entire website. Exclude marketing pages, blog posts, and legal content unless users frequently ask about them.
Use Custom Answers for your top support questions. Look at your support tickets to identify the 10-20 most common questions, then create precise Q&A pairs for them. The Agent will prioritize these over generated answers.
Training Tours and Actions
Don't activate everything at once. Start with the Tours and Actions that address your most common user needs. Add more as you review conversations and spot gaps.
Write clear Topics. Topics are the intents and questions that should trigger a Tour or Action. Use natural language that matches how your users actually ask ("How do I invite someone?" not "team member invitation procedure").
Leverage AI Suggestions. When adding Topics, Jimo AI suggests relevant questions based on the Tour or Action content. Use these as a starting point and customize them.
Monitoring and iterating
Retrain regularly. If your product changes often, set auto-retraining to Daily or Weekly. If your docs are stable, Weekly or manual retraining is sufficient.
Review conversations. Check Agent > Analyze > Conversations to spot questions the Agent struggles with. These reveal opportunities to add sources, Custom Answers, or connect new Tours.
Test after every change. Use the "Test Knowledge" button after adding or modifying sources, Tours, Actions, or Custom Answers to verify the Agent's responses.
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