Give the AI agent something to answer from
What you can add to the knowledge base, how the AI agent uses it, how to write entries it can actually find, and how to keep them current.
On this page
The AI agent answers questions about your business from the knowledge base and nowhere else. When the answer is not there, it is told to say it will check with the team and hand the conversation over, not to guess. A gap in your knowledge therefore shows up as a handover, not as a wrong answer, and that is how you find it.
What you can add
Open Knowledge base from the left navigation and press Add source. On an empty workspace the same choices appear as three buttons: Add a page, Paste text and Upload a file.
| Source | Good for | Keep in mind |
|---|---|---|
| Paste text | FAQs, policies, price lists, anything you can type | Easiest to keep current: you edit it right on the page |
| Add a page | A page on your website that already says it well | Juno reads that one page, not your whole site. It does not update by itself — press Re-fetch after the page changes |
| Upload a file | PDF, TXT, MD or CSV, up to 10 MB | Juno reads the text. A scanned PDF with no text layer can't be read |
| Help center articles | Longer write-ups, on their own tab | A new article starts as a Draft. Only Published articles are used |
Your product catalogue and orders are not knowledge sources. To let the agent see them, open AI agent → Actions and turn on Commerce context. With it on, the agent sees the customer's recent orders and your catalogue when it replies.
Adding a source
- Press Add source and choose the type.
- Give it a Source name you will recognise later ("Delivery and returns", not "doc1").
- Paste the text, enter the Page URL, or choose the file.
- Save, and watch the status. It goes from Pending or Processing to Ready. Failed comes with a reason, usually an unreadable file or a page that could not be fetched.
A source is only used once it is Ready.
Check what it knows
The search box on the Knowledge base screen (Ask what your AI agent knows…) runs the same kind of lookup the agent does. Type a question the way a customer would. If you get No matching passages, a customer asking that way gets a handover. Add a source that answers it, or reword an existing one using the customer's words.
The test sandbox on the AI agent page shows the same thing from the other side. Its trace shows Looked in the knowledge base for every reply.
How the agent uses it
For each customer message, the agent finds the few passages that best match what the customer asked, and answers from those. It does not read your whole knowledge base every time. That is why the way you write each entry matters more than how much you add.
Writing entries it can find
- One topic per entry. A paragraph that covers delivery, returns and opening hours at once matches all three questions weakly. Three short entries each match one question well.
- Use your customers' words. If they ask "do you deliver to Johor?", write that question, not "Cross-border logistics".
- Be specific. "Delivery takes 2–3 working days in Singapore, $5, free above $60" is something it can say. "Delivery is fast and affordable" is not.
- Say what you don't do. "We don't do home visits" stops the agent from sounding unsure about it.
- Leave rules out. "Never promise a refund" is a guardrail and goes on the AI agent's Behaviour tab. The knowledge base holds facts.
- Watch anything with an end date. A promotion that ended last month is still true as far as the agent knows. Remove it when it ends.
Keeping it current
- Pasted text: press Edit on the source, change the text and press Save source. You'll see Saved and re-indexed — the assistant answers from the new text, and the change applies from the next message.
- Pages: press Re-fetch whenever the page on your website changes. Nothing re-fetches automatically.
- Files: upload the new version, then remove the old one using the ⋯ menu on its row. If both stay, the agent may quote either. Removing a source deletes its indexed text, and the agent stops answering from it straight away.
- Look back or undo. Every saved edit to a source is kept as a numbered version. Press Edit on the source and scroll to Version history: the newest is marked Current, and Restore on an older one makes it the current text again (the version you replaced stays in the list, so a restore can be undone too).
- Once a week, read the handover reasons. On AI agent → Performance, Why conversations left the agent counts Missing knowledge separately. Every one of those is a question you can answer once so nobody has to answer it again.
When the AI suggests a change
When your team keeps editing the AI's drafted replies in the same way before sending them, Juno notices. Every few hours it looks at those edits, and once there are at least three, the AI drafts a change to your knowledge that would have made the drafts right the first time. It appears at the top of the Knowledge base screen under The AI suggests a change, with a note saying how many edits it came from.
- Approve applies it as a new version of the source (you can Restore the old one from Version history).
- Reject discards it.
It never changes your knowledge by itself, it proposes at most once a day, and it waits until you have decided on the previous suggestion before making another.
Several knowledge bases
Most businesses need one. If you have material that should not reach customers, such as internal notes or supplier prices, press + New knowledge base and keep it there. Then, on AI agent → Knowledge, tick only the bases the agent should draw on. With nothing ticked, the agent can draw on every base in the workspace.
Deleting a knowledge base does not delete its sources. They move to your default knowledge base, and the agent keeps answering from them wherever it uses that base. Remove the sources first if you want them gone. The default knowledge base itself can't be deleted.
Where to go next
- Set up the AI agent in 15 minutes
- Handover and guardrails
- Drafting replies with AI in the inbox — drafts use the same knowledge