Choose what each AI agent can read
Pin Library items, search portals, or run an agent without any knowledge.
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Each agent reads only the knowledge you allow. Getting this right keeps internal material away from customers and keeps answers focused.
Library#
On the agent's edit page, Knowledge → Library works in three ways:
Select Pick items to open Select Library for Agent. It lists only items that are Ready. Choose the ones you want and select Use selected Library. Turning Don't use the Library off again brings back the items you had picked.
Tags on Library items don't affect what an agent reads. Only this selection does.
Portals#
Agents can also search the published articles of your portals, so an answer can come from a Help Center article.
Recommended setups#
- Customer-facing agent: select only public material, such as your website and public help articles.
- Internal team agent: add playbooks and internal processes, and keep it off public deployments.
- Narrow agent, such as one that only books appointments: select just the items it needs.
In AI Chat#
When you work in AI Chat, select Library in the composer to attach items to that conversation, without changing any agent.
Check the result#
After changing access, open AI Agents and choose Chat → New conversation on the agent's row. Ask a question only the right material can answer.
Review a Library item before it reaches a customer-facing agent. If it contains internal notes, leave it out of that agent's selection.