Knowledge Hub and Agent knowledge

Fix your bio once and every agent that uses it is correct.

Your material belongs to the account, not to one agent. A source you add while working on your Support Agent can feed your public twin too, and neither of them holds a second copy of it. There are two screens, and the difference between them is the whole idea.

Knowledge Hub — the account's library#

Two tabs, Sources and Add, the same bar the agent's page uses.

Sources#

Everything the account holds, grouped by where it came from — the site, then the section of it — exactly as an agent's own page groups its material, and exactly as the picker grouped your pages when you imported them. Each group says how many sources and how many words it holds, biggest first.

Search matches the title, the type, the address and the agent a source was added on, and kind chips — Web pages, Video, Files, Notes, Written by hiy — narrow to one kind. Both open every group that still has something in it, so nothing matching stays hidden behind a closed heading.

Each row says:

• what it is — the type badge and the word count;
• where it came from — the agent it was added on, or Added here for something added straight to the Hub, which belongs to no agent at all. An agent's name links to its own knowledge page, which is where you'd remove a source that was added there;
• which agents use it — this is the part no other screen can show you. A source can feed one agent, several, or none at all;
• whether it's confidential — see below.

Removing a source added on an agent isn't here: it lives on that agent, next to the warning about what removal means. Something added straight to the Hub has no agent to remove it from, so its Remove is here — and if an agent is using it, that agent has to stop first.

Add — to the hub, and to no agent yet#

The Add tab is the same six-way form as an agent's own — paste text, an assistant's memory, a file, a web page, a YouTube link, a LinkedIn export — with one difference, and it's the point of the screen: what you add here goes into your library, not onto an agent.

Nothing uses it until you say so. Open the agent that should have it, go to its Add tab, and pick it out of the hub — search, tick, add. From then on the hub shows that source tagged with that agent.

It works the other way round too, and always has: anything you add on an agent appears in the hub straight away, tagged with the agent it was added to. The hub is the whole picture; the agents are what draws from it.

How much the hub holds. Your library has an allowance of its own, five times what a single agent may hold, and the Add tab prints it above the form so you can see where you are. Material you add straight to an agent counts against that agent as it always has, and using a source on a second agent costs nothing — it isn't copied.

Who can change what. The Hub's own material belongs to the whole team: anyone you've invited can add to it and take things out of it. Two limits. Marking something confidential is an owner or admin only, because it's the one switch the database itself enforces downstream. And a source that was added on an agent stays that agent owner's to change — team-wide editing covers what was added to the Hub, not everything visible in it. A colleague who owns no agent of their own also has no Hub screen to reach yet; they see the inbox they were invited to.

Removing something. A source in the hub that no agent uses is removed in one press. If an agent is using it, the press asks which you meant: take it off that agent, or remove it from the library. Take it off every agent first — a source disappearing from under an agent that answers from it would change what that agent knows without saying so.

Syncing a site#

Web pages change after you import them. Sync, on any site's group, does two things in one press:

1. Re-reads every page you already hold from that site and replaces the text where the page changed. Your title stays yours — a rename you made is never overwritten.
2. Asks the site what else it has now, and shows anything you don't already hold in a checklist. Nothing new is added unless you tick it.

You get a report either way: how many pages changed, how many are new, and any that couldn't be read — with the reason, page by page. A page that fails is left exactly as it was; a sync never deletes anything.

Sync is offered on sites, and only for material with a web page behind it. Pasted text, uploads and videos have no address to go back to, and the panel says how many of the group it's leaving alone.

Agent knowledge — one agent's view#

The same list, from one agent's point of view, in two groups:

• From Knowledge Hub — sources added on another agent that this one draws on. Each says which agent it came from, and stop using takes it off this agent only. The source stays in Knowledge Hub and every other agent that uses it is untouched.
• Added here — sources whose home is this agent. These are the ones you can rename, hold back, open, and remove.

On an account with one agent there's nothing to come from, so the list stays flat until you have a second one.

The page has four tabs — Sources, Add, What it knows and Guardrails — and one thing above all of them: Words used, so how much of your plan this agent takes is stated once for the screen rather than beside every tab.

Finding one page among four hundred#

Once you've imported a site, Added here stops being a list you can read top to bottom. So it isn't one. Sources are grouped by where they came from — the site, then the section of it — and each group says how many sources and how many words it holds.

Groups are ordered biggest first, and a bar under each one shows its share of the level above, so the thing you have too much of is the first row you read. Open a group to see the sections inside it, or the pages themselves. A long group shows the first twenty pages and offers the rest in one press.

Above the tree there are two ways to narrow it:

• Search matches the title, the type and the address — so billing finds the section as well as the pages that mention it — and opens every group that still has something in it, so nothing matching stays hidden behind a closed heading.
• Kind chips — Web pages, Video, Files, Notes, Written by hiy — filter to one kind. Kind is deliberately a filter and not the grouping: "your 399 web pages" is not a heading you can navigate by.

Both narrow the same tree at once, and a line under it says how many of your sources are showing. A short list — eight sources or fewer — keeps the plain list and neither control appears, because there's nothing there to find.

Guardrails#

The fourth tab is what this agent will and won't take on: every off-limits topic in full, the subjects it covers and what it does when asked something outside them, whether it's been interviewed, and — for a Support or Team Agent — where handing over to a person is set.

It states them; it doesn't edit them. Each group opens onto the current answer and a way through to Voice & rules, which is the one place these are changed, so two screens can never disagree about what you last said. See What it answers for what each setting does.

Taking something from the library#

Use something from Knowledge Hub opens a checklist of everything the account holds that this agent isn't already using. Tick what you want and press the button; nothing is copied, and it costs nothing against your source limit — the same source now feeds both agents.

What a shared source does when you change it#

Each agent builds its own index, so each one picks a change up at its own next train — the nightly one, or Train now on that agent if you'd rather not wait.

• Removing it removes it everywhere. It's one source, not a copy per agent, so taking it out of the agent it was added on takes it out of all of them.
• Holding it back works the same way: a held source is out of every agent's index, not just the one you were looking at when you held it.
• Stop using, on an agent's own page, is the one that isn't global — it takes the source off that agent and leaves everyone else alone.

Confidential sources#

Marking a source confidential keeps it to your Team Agent — the one kind only colleagues you invite can reach.

It's blocked from your public twin, and from a Support Agent too. A Support Agent isn't on a public page, but the people it answers are your customers' users, not your colleagues, so confidential material has no business there.

What that means in practice:

• The picker on a public twin or a Support Agent doesn't offer confidential sources at all, and says how many it's holding back.
• You can't mark a source confidential while one of those agents uses it. Take it off that agent first — the row tells you which one.
• Nothing confidential reaches such an agent's answers, its summary, the way it learns to sound, or the suggested questions on its page. That check is on the read as well as the write, so it holds even if something writes around it.

Confidential is for material a Team Agent should answer from and the public never sees: internal notes, salary bands, unreleased plans. Your public twin keeps working; it just can't see those rows.

Limits#

A source added on an agent is counted once, against that agent. Something added straight to the Hub has no agent to count against, so it counts against the Hub's own allowance instead — five times a single agent's words. Subscribing another agent to it doesn't spend anything — that would defeat the point of a library. The words meter on each agent's Knowledge page counts what was added there, which is exactly what the plan limit counts.