Knowledge workers — grounded answers

Use this for operations, HR, legal ops, finance, and internal support teams who need fast answers from approved documents—not open-web guesses.

What ships today

Example agent: Internal handbook bot

1. Knowledge → Sources — create folder handbook/; upload policies, benefits, travel, and IT guides.
2. Optional crawler — add your internal wiki or Notion-exported site if allowed by policy.
3. Agents → Create — name: Handbook Bot.
4. Instructions — answer only from retrieved context; say when information is missing; never invent policy.
5. Tools — enable Knowledge search; enable Escalate for HR/legal edge cases.
6. Guardrails — block medical/legal advice beyond documented policy.

Prompts to test

• “How many PTO days do new hires get in the US?”
• “What’s the expense policy for client dinners?”
• “Summarize the security training requirements for contractors.”

Expected behavior:

• Answers reflect uploaded content.
• Missing topics trigger “not in handbook” + escalation offer.
• No confidential data from other orgs (multi-tenant isolation is server-side).

Folder and permission hygiene

• One folder per department (hr/, finance/, it/) so agents can be scoped narrowly.
• Re-sync after policy updates; stale docs cause wrong answers.
• Use agent-specific knowledge links in Agent settings rather than dumping everything into one mega-agent.

Workflows for knowledge teams

See Example workflows.

Channels

• Internal: widget on intranet, or Slack after channel setup.
• External: use stricter guardrails and a smaller knowledge folder.

See Channels overview and Widget customization.

Related

• Knowledge files
• Retrieval and RAG
• Customer support — external-facing variant of the same pattern
• Operations