Knowledge Sources
A model that doesn’t know your products will improvise. Knowledge sources fix that — at runtime, the agent retrieves the most relevant chunks from your knowledge base and grounds its answer in them.
What you can connect
| Source | Best for |
|---|---|
| Knowledge base articles | Internal SOPs, product docs, policies. Authored in Omniflow. |
| FAQs | Short Q&A pairs the agent can quote near-verbatim. |
| Uploaded documents | PDFs, Word, Markdown — chunked and embedded automatically. |
| Confluence / SharePoint | Sync from your existing wiki via integrations. |
| URLs | Crawl a public help center; refresh on a schedule. |
How retrieval works
- The customer asks a question.
- Omniflow embeds the turn and queries the agent’s knowledge index.
- The top-K most relevant chunks (default 5) are injected into the prompt.
- The model answers from those chunks, with citations available to the agent.
Retrieval is scoped to the agent. Two agents in the same workspace can have different knowledge — e.g. an internal IT helpdesk agent vs. a customer support agent.
Connect knowledge to an agent
Open the agent
Go to Agents → [your agent] → Knowledge.
Pick sources
Toggle individual articles, whole categories, or external sources. The list shows how many chunks each contributes to the index.
Set retrieval mode
| Mode | When |
|---|---|
| Always retrieve | Default. Every turn does a retrieval. |
| On-demand | The agent decides when to call a search_knowledge tool. Cheaper but requires good prompting. |
| Off | The agent answers purely from the prompt. |
Save and test
The index rebuilds in the background. Test with a question whose answer is in your knowledge — you should see the cited source in the trace.
Keeping knowledge fresh
- Articles re-index on save.
- Uploaded documents re-index on re-upload.
- Confluence / SharePoint syncs on a configurable schedule (default hourly).
- URL crawls run on a schedule and surface diffs in the Knowledge activity log.
What to put in (and what to keep out)
- In: product specs, policies, troubleshooting steps, scripts, escalation matrices.
- Out: raw chat transcripts (noisy), marketing copy (vague), anything the agent shouldn’t ever say.
Never load PII or secrets into knowledge. Treat the index as the agent’s “open notebook” — if it’s there, the agent can quote it.
Open in Omniflow
Related
| If you want to… | Go to |
|---|---|
| Sync a wiki | Knowledge integrations |
| Build internal articles | Knowledge Base UI |
| Trace why the agent quoted something | Activity Logs & Traces |