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Knowledge

Knowledge is what the agent knows. Every agent has it from the moment it exists, the agent reads it on every turn of every Playbook, and there is nothing to switch on. Until you add content it is empty, and the agent says it does not have that information rather than guessing.

Knowledge divides cleanly from Behavior. A fact about your prices, hours, or catalog belongs here, where you correct it once and every Playbook gets the correction. A sentence about tone, sequence, or a limit belongs in Behavior.

Because Knowledge is always available, it is never declared in a Playbook's Needs.

The five parts

Part What it holds How the agent uses it
Sources Unstructured material: uploaded files, imported web pages, pasted text. Searched each turn for the passages that match what the person said.
Facts A question and the answer you have confirmed. Read as authoritative, matched in any wording, kept exact when you say so.
Things The structured catalog: products, rooms, rentals, services. Presented as rich cards, and used to record what a person is interested in.
Media The pictures and videos the agent may show. Attached by id from a template, a Thing, or the agent's own choice.
Business info Typed facts about the business: address, hours, amenities, price range. Computed with, so "are you open right now?" is answered from your data.

Sources

A Source is material the agent answers from. On every turn, Anychat retrieves the passages most relevant to what the person said and supplies them to the agent, which grounds its answer in them rather than improvising. The agent cites public sources where appropriate and does not reveal internal file names or Source identifiers.

Sources are prose the agent reads, so AML markup inside one is not rendered. To control how something is presented as a card, a carousel, or a picture, put the copy in a message template or a Fact answer.

Sources work best when they are curated for the agent's job, written as prose the agent can quote, and kept current. Material outside the job adds retrieval noise, and the agent answers from what is there, including anything stale.

Facts

A Fact is a question and the answer you have confirmed. Where a Source is material the agent retrieves from and paraphrases, a Fact is the answer itself: the agent reads every enabled Fact as authoritative, matches the question in any wording, and keeps every detail, number, and price as written.

Write a Fact when the answer is short and must not drift: a price, a cancellation policy, what to bring to a first visit. Leave long-form material in Sources, where retrieval pulls the relevant passage. A list of 5 to 30 entries is typical, and the cap is 200.

A Fact marked Exact is sent word for word rather than reworded. A Fact marked Always include is never dropped by ranking or budget. A Fact scoped to specific Playbooks rides only while one of them is active.

Things

A Thing is one record in your catalog: a product, a restaurant, a rental, a room, a service. Anything the agent should present as its own card rather than a paragraph of prose.

The agent uses the catalog three ways. It presents Things as rich cards on channels that support them. It answers questions about a Thing from the catalog entry before reaching into Sources. And it records a person's interest against the catalog, so People records and reports use your Thing names rather than free text.

A collection groups related Things under one heading, such as Dining or Rooms, and controls how its cards look. The agent can send a whole collection as one carousel, and Things you add later appear without editing anything. A Thing can belong to several collections. For example, a jet-ski rental can be in both an overall "Watercraft rentals" collection and a "Wahweap Marina watercraft rentals" one. The agent can then answer broadly or by location from the same Thing. A collection's card settings apply to that collection's carousel; a Thing sent alone uses the standard card.

Nothing has to be a Thing. A restaurant that turns up through an imported Source still renders as a card when the agent talks about it. Making it a Thing is how you control exactly how that card looks.

Media

The pictures and videos the agent may show. Message templates, Things, and Playbooks name media items by id rather than by URL, so the same item can be replaced once and every reference follows. The agent reads the same library and may attach an item itself when an item's description and usage hint say it fits.

Business info

The structured card of facts about the business itself: address, phone, website, weekly hours, holiday hours, amenities, price range, and, for restaurants, cuisine and a menu link. Where Sources are prose the agent quotes from, business info is typed data the platform computes with.

The platform computes the current open-or-closed status from your stored hours and time zone, including overnight windows and holiday overrides, and hands the result to the agent each turn. The agent never does the clock math itself, so the answer always agrees with the hours you published. The time zone must be set for this to work.

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