Knowledge
Knowledge is what OneTwoAgent answers from: your Help Center, website, Google Drive and files, kept up to date automatically.
What Knowledge is used for
Knowledge is the product information OneTwoAgent answers from.
- The agent answers customer questions from your real materials instead of generic responses.
- Knowledge can include product docs, Help Center articles, policies, plan limits, troubleshooting guides and FAQs.
- When Knowledge does not cover a question, the agent hands the conversation to your team instead of guessing.
- The better your sources, the better the answers.
Supported knowledge sources
Help Center
Import your public Intercom Help Center: Knowledge -> Switch from Intercom, paste the Help Center address (a custom domain or an intercom.help address), scan it and choose the articles.
- Each article becomes a searchable source and keeps its URL
- Article text is imported, up to 300 pages per run; run it again for the rest
- Any other public Help Center or docs site can be added as a Website source
- Guide: Migrate from Intercom
Website
Add your website or docs site by pasting a URL.
- Use a single page or your full website
- Choose which discovered pages to include
- Refreshed automatically
Google Drive
Connect your Google account and choose the files you want OneTwoAgent to use.
- Google Docs
- Google Sheets
- Google Slides
- Edits reach the agent in seconds
Files
Upload documents you already have.
- Word (.doc, .docx)
- Excel (.xlsx) and CSV
- Plain text (.txt)
Plain text
Paste short instructions or answers directly into OneTwoAgent.
- Policies
- Answers to common questions
- Manual notes
- Short internal instructions
Keeping Knowledge up to date
- Website knowledge is refreshed automatically: a refresh worker checks periodically, and website sources become eligible for resync after a freshness interval.
- Google Docs, Sheets and Slides sync through Google Drive change notifications: edit a file and the agent knows in seconds.
- Help Center imports can be refreshed from Knowledge to pull later edits.
- To update an uploaded file, upload the new version.
Best format for tables and structured data
- If your content includes complex tables, it is better to upload them in a structured format such as XLSX, CSV, or Google Sheets.
- PDF tables can be harder to interpret correctly, especially when columns and cells are visually complex.
- For the most reliable results, use spreadsheet formats whenever possible.
Why businesses use Knowledge
- Use real business materials instead of generic placeholder answers.
- Keep replies aligned with your current content.
- Update information over time without rewriting every answer manually.
- Support more accurate responses.
- Reduce generic or off-target replies.
Best practices
- Connect the most useful and up-to-date sources first.
- Avoid uploading outdated materials.
- Use structured formats for tables whenever possible.
- Include the content your customers actually ask about: setup, billing, plan limits and troubleshooting.
- A smaller, cleaner set of good sources is usually better than a large pile of disconnected files.
Related guides
Continue with the next setup steps around channels, booking, scheduling, or automation.
Common questions
What is the best knowledge source to start with?
If you already have a Help Center or a docs site, start there. Your website, Google Drive files and uploaded documents are good next sources.
Can I use several knowledge sources together?
Yes. OneTwoAgent supports multiple knowledge sources together.
Does OneTwoAgent update when my content changes?
Yes. Website knowledge is refreshed automatically: a refresh worker checks periodically, and website sources become eligible for resync after a freshness interval. Google Docs, Sheets and Slides sync through Google Drive change notifications, so an edit reaches the agent in seconds. Help Center imports can be refreshed from Knowledge at any time.
Which files can I upload?
PDF, Word (.doc, .docx), Excel (.xlsx), CSV and plain text (.txt). Presentations can be added as Google Slides through Google Drive.
What is the best way to upload tables?
Use XLSX, CSV, or Google Sheets whenever possible. These formats are more reliable than complex tables inside PDFs.