Add knowledge
Give a Viber agent searchable websites, FAQs, files, and web results.
Knowledge gives an agent information it can search when answering a question. It complements agent behavior: Instructions tell the agent how to behave, while Knowledge supplies facts and reference material.
Tell Vibe what your agent should know, or open Build > Knowledge to manage its sources directly.
Choose a source
| Source | Best for |
|---|---|
| Website | Product sites, help centers, policy pages, and other maintained web content. |
| FAQs | Short, high-intent questions with an approved answer. |
| Files | Documents and reference material that you upload to the agent. |
| Web Search | Current information outside the agent’s managed sources. |
Website
Add a site or individual pages under Build > Knowledge > Website. Viber discovers and prepares the selected pages so the agent can retrieve their content.
Use Website when the content lives online and is best discovered from its URL.
FAQs
Add a question and its approved answer under Build > Knowledge > FAQs. Keep each entry focused on one topic so the agent can retrieve the relevant guidance without mixing unrelated policies.
Use FAQs for important, direct answers such as opening hours, eligibility rules, or a return policy. Use a website or file when the information is longer or needs surrounding context.
Files
Upload reference documents under Build > Knowledge > Files. Uploaded files are stored with the agent in Botpress Cloud and remain available when you open Viber from another computer.
Web Search
New agents start with Web Search enabled for the entire web. Under Build > Knowledge > Web Search, you can:
- keep search open to the entire web;
- limit search to specific sites; or
- turn Web Search off.
Web Search is useful for current or external information. Prefer managed Websites, FAQs, and Files for information that must follow an approved source.
Wait for content to become ready
Adding a source and preparing it are separate states. A website may need to be discovered and crawled, while a file must upload and index.
Preview displays Updating Knowledge while new content is being prepared. New content becomes available as it is ready; opening the Knowledge page does not make an unfinished source immediately searchable.
Preview uses the working knowledge set. Live channels use the published version. Publish again when the new knowledge should be available to customers.
How retrieval works
During a conversation, the agent searches relevant prepared content and can include citations or other source evidence in its answer.
Retrieval is relevance-based. The presence of a source does not guarantee that every passage will be selected for every question. Write clear source content and make sure the agent’s Instructions do not prevent it from answering.
Diagnose a missing answer
If the agent does not use expected knowledge, check the system in this order:
- Processing: Confirm that the website or file finished preparing.
- Content: Open the source and verify that it contains the answer in clear language.
- Evidence: Inspect the answer’s citations or retrieval evidence to see what the agent used.
- Behavior: Check for Instructions or a Playbook that conflicts with the source or restricts the topic.
- Version: Confirm whether you tested the working version in Preview or the published version through a live channel.
- Conversation: Start a new Preview conversation and ask the question directly.