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Overview

Text sources allow you to add custom content directly to your agent’s knowledge base. This is perfect for information that doesn’t exist on your website, such as internal policies, specialized knowledge, or supplementary content that helps your agent answer questions more comprehensively.
Text sources are ideal for company-specific information like internal processes, detailed product specifications, or answers to questions that visitors frequently ask but aren’t covered on your website.

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When to Use Text Sources

Text sources fill the gaps that web sources can’t cover:
Unlike web sources that are imported from URLs, text sources are created and maintained entirely within the platform. This gives you complete control over the content without needing to update your website.

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Adding a Text Source

To add a new text source to your agent’s knowledge base:
1

Navigate to Text Sources

Go to your agent’s Sources tab and select Text from the source type options.
2

Click Add New

Switch to the Add New tab to access the text entry form.
3

Enter a Title

Provide a descriptive title for your text source. This helps you identify the content later and improves organization.Good titles:
  • “Return Policy Details”
  • “Product Compatibility Guide”
  • “Company History and Mission”
Avoid generic titles like:
  • “Info”
  • “Text 1”
  • “Content”
4

Add Your Content

Enter the content you want your agent to learn from. The rich text editor supports formatting to help structure your content clearly.
5

Save

Click Add Text to save your content. It will be added to your knowledge base and become available to your agent.

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Rich Text Editor

The text source editor includes rich text formatting capabilities to help you structure content effectively:

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Supported Formatting

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Formatting Tips

Break long content into sections with clear headings. This helps both users reading the content and the AI when retrieving relevant information.
When documenting step-by-step processes, use numbered lists:
Use bold text to emphasize critical details that your agent should prioritize in responses:“Returns must be initiated within 30 days of purchase.”

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Managing Text Sources

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Viewing Your Sources

All your text sources appear in the My Sources tab with:
  • Title - The name you gave the source
  • Status - Current processing status (Pending, Processing, Ready, Failed)
  • Created date - When the source was added
  • Actions - Edit and delete options

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Editing a Text Source

To update an existing text source:
  1. Find the source in My Sources
  2. Click the Edit button (pencil icon)
  3. Modify the title or content as needed
  4. Click Save Changes
The text editor has a maximum display height of approximately 500px. When your content exceeds this, the editor becomes scrollable — your full content is preserved and processed correctly. The Save Changes button is always visible at the bottom of the modal regardless of content length.
After editing a text source, you’ll need to click Train Agent to reprocess the content and update your agent’s knowledge base with the changes.

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Deleting a Text Source

To remove a text source:
  1. Find the source in My Sources
  2. Click the Delete button (trash icon)
  3. Confirm the deletion
Deleting a text source permanently removes it from your knowledge base. The agent will no longer have access to this information when answering questions.

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Best Practices

Include all relevant details in your text sources. The more complete the information, the better your agent can answer questions.Good example: “Our return policy allows returns within 30 days of purchase. Items must be unused and in original packaging. Refunds are processed within 5-7 business days after we receive the returned item. Shipping costs are non-refundable unless the return is due to our error.”Poor example: “We accept returns.”
Group related information together in single text sources rather than creating many small, fragmented entries.Better approach: Create one comprehensive “Shipping & Returns” text source covering all related policies.Avoid: Separate sources for “Returns”, “Shipping times”, “Return shipping”, “Refund processing” when they’re all related.
Write content as if you were explaining it to a customer. The AI works best with clear, conversational content.Good: “If your order arrives damaged, please contact us within 48 hours with photos of the damage. We’ll arrange a replacement or refund at no additional cost to you.”Less effective: “Damaged items: contact support, 48hr limit, photos required, replacement/refund available.”
Review and update text sources regularly, especially for time-sensitive information like policies, pricing, or promotions.
After adding text sources, test your agent in the Playground with relevant questions to verify the content is being used effectively.

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Content Examples

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Example 1: Company Information

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Example 2: Product Specifications

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Example 3: FAQ Content

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Common Issues

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Content Not Appearing in Responses

If your agent isn’t using the text source content:
  1. Check the status - Ensure the source shows as “Ready” in My Sources
  2. Train your agent - Click “Train Agent” after adding new content
  3. Test with specific questions - Ask questions directly related to the content
  4. Check for conflicts - Other sources might contain contradicting information

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Formatting Looks Wrong

If your formatted content doesn’t display correctly:
  • Avoid excessive nesting (too many sub-headings)
  • Keep formatting simple - basic bold, italic, lists, and headings work best
  • Test long content in the editor preview before saving

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Next Steps

Web Sources

Import content from your website pages.

Q&A Sources

Create targeted question-answer pairs for precise responses.

Test Your Agent

Verify your text sources work in the Playground.

Sources Overview

Learn about all source types and best practices.