Your assistant answers from your content, and only your content. If the answer isn't in the knowledge base and no live tool can fetch it, it won't invent one.
Knowledge comes in two kinds, and the difference matters.
Indexed knowledge vs. live tools
Indexed knowledge is content we read ahead of time, split into chunks, and index. When a visitor asks a question, we retrieve the most relevant chunks and the AI answers from them. It's fast and cheap, and it's right for anything that changes slowly — policies, hours, service descriptions, FAQs, price lists.
Indexed sources: Documents and Notes, the Questionnaire, Web Sources, API Sources, Google Docs & Sheets, and every published Help Center article.
Live tools are called at the moment of answering. Nothing is indexed in advance — the assistant makes a real request to your system and answers from what comes back. This is the right choice for anything that is different for every visitor or changes by the minute: order status, stock levels, account details, appointment availability. See Live tools (MCP).
A useful rule: if the answer is the same for everyone who asks, index it. If the answer depends on who is asking or on right now, use a live tool.
Where do I see everything at once?
Knowledge → Live Data. It's the combined view of everything the chatbot can answer from right now — uploads, notes, questionnaires, web and API sources — with a test console underneath. Anything you've disabled doesn't appear here, which makes it a quick sanity check when the bot answers something it shouldn't (or won't answer something it should).
How do I stop the bot using something without deleting it?
Toggle the source off. Documents, notes, questionnaires, web/API/Google sources and MCP servers each have an enable/disable switch. Disabled content stays in your account but drops out of the knowledge the assistant draws on. Toggle it back on to make it live again.
What overrides what?
Normally the AI weighs whatever is most relevant. The exception is Urgent notices: they're injected into every reply and override anything else in the knowledge base when they conflict. That's what makes them right for "we're closed today" and wrong for permanent facts.
Separately, Chatbot rules steer how the assistant communicates — tone, must-say, must-never-say, when to hand off. Rules aren't facts; they apply to every reply regardless of which knowledge was retrieved.
How many documents can I have?
Depends on your plan: 10 on Free, 100 on Basic, 1,000 on Pro. Each source you add (an upload, a note, a questionnaire, a web source) counts as a knowledge document. Current usage is shown in Billing.