The Knowledge Hub is your central space for managing the content that powers Copilot, Reply Suggestions, and AI Agents. It brings together all your business knowledge so agents and AI agents can respond faster and more accurately.
Adding new knowledge sources
To add a new source:
Use the + New source button from the top right of the Knowledge Hub.
Choose Website, File, or Article depending on your content type.
Follow the steps to upload or link your material.
You can select the AI functionalities for which each source should be enabled. This includes:
AI Agent - fully autonomous support assistants.
Reply suggestions - Reply suggestions in Text App use AI to suggest accurate answers during chats based on your business information.
Copilot - Copilot is here to help you make the most of the app by guiding you through key features, answering questions, and supporting your team’s daily tasks.
Any agent on your team can add sources, so your knowledge base keeps growing as your team learns and evolves.
Websites
The Websites section lets you add public URLs containing helpful business information. Copilot can scan and index up to 5,000 subpages per site, making it easy to pull information from help centers, product pages, or policy documents.
You can add:
Entire websites (like full help centers)
Single web pages (like Terms & Conditions or FAQs)
To add a new website:
Go to Websites in the Knowledge Hub.
Click the + New website button.
Enter a public URL (no password protection, geolocation restriction).
In the Source settings, select the AI features this source should be enabled for, and set the number of days for the auto-update cycle. This determines how often the website is rescanned for the latest content, which is especially useful if your site is updated frequently.
Ensure pages are publicly accessible—website scanner can’t read restricted or private pages.
Files
In the Files section, you can upload documents that contain internal business knowledge. This is ideal for sharing internal policies, product manuals, training materials, and more.
Supported file types include:
PDF (.pdf)
Word (.doc, .docx)
PowerPoint (.ppt, .pptx)
Text (.txt)
Spreadsheets (.csv, .tsv)
Markdown (.md)
You can:
Upload files up to 50 MB each
Add as many files as you need
To upload a file:
Go to Files in the Knowledge Hub.
Click + New file.
Choose the file you want to upload.
Select the functionalities for which this source should be enabled.
Once uploaded, we will extract the content to power replies across the app.
Articles
The Knowledge Hub lets you enrich your Text App with custom articles—any text you choose to add as a knowledge source. Articles can be freely written, copied/pasted, making it easy to include internal documentation, guidelines, FAQs, policies, notes, or any other relevant content.
Once added, these articles become part of the AI’s knowledge base and are actively used to generate more accurate, consistent, and context-aware responses. This ensures the AI reflects your unique processes, language, and expertise—without relying solely on generic information.
With custom articles, you stay fully in control of what the AI knows and how it supports your team, enabling faster answers, better suggestions, and a more tailored experience across all AI-powered features.
Why use the Knowledge Hub?
The Knowledge Hub empowers your team to:
Reply faster with AI-suggested answers.
Ensure accuracy using trusted company content.
Scale knowledge across teammates and tools.
It’s built to grow with your organization - helping agents and sales reps deliver better, smarter support.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.