Organize ATG knowledge with categories and sources, then assign categories to agents for controlled, role-specific retrieval.

The Knowledge area organizes the information that ATG agents can search. Administrators connect or upload sources, group them into categories, then choose which categories each agent can use.

Key concepts

Sources

Each category contains one or more sources:

Connectors automatically import content from systems such as Confluence, Google Drive, Notion, SharePoint, OneDrive, or Slack.
File uploads add PDFs, Word documents, presentations, and other supported files directly.
Web crawls collect content from configured websites.

Each source has its own refresh frequency, which administrators set to Manual, Daily, Weekly, or Monthly depending on how fast its content changes.

See Connectors and File Upload for setup instructions, and Refresh frequency to set the update rhythm.

Documents

Sources contain the documents and content that make up your organization's knowledge. ATG processes and indexes this content so agents with the Knowledge Base Search tool can retrieve relevant information and cite their sources.

How knowledge access works

Knowledge access is controlled through agents:

An administrator groups sources into knowledge categories.
The administrator assigns the relevant categories to an agent.
The administrator makes the Webapp agent open to everyone or restricts it to selected users.
A user who can access the agent can ask it to search the categories configured for that agent.

There is no separate category permission on the user profile.

See Agents and Users for the complete configuration flow.

Tools and knowledge are separate settings

Assigning a category defines what knowledge is available to an agent. Enabling the Knowledge Base Search tool defines whether the agent can search it.

Both settings are required for an agent to retrieve organizational knowledge. Users cannot enable knowledge search from the chat interface.

Personal chat attachments

Users can attach files directly in the chat interface. These personal attachments are different from organizational knowledge:

they are not added to a knowledge category;
they are not shared with other users;
they provide temporary context to the current conversation.

Best practices

Group sources by coherent business purpose, not by individual user.
Keep each agent's knowledge scope limited to its role.
Use dedicated restricted agents for confidential departments or projects.
Review agent access whenever responsibilities change.
Test knowledge retrieval in the agent Playground after changing categories or tools.

Knowledge