Categories
Categories are named buckets that organize your documents. Each agent searches only the categories assigned to it — so keeping categories well-structured directly affects answer quality.
Creating a category
Go to Knowledge Base → Categories and click New Category.
Enter a name that reflects the content type. Examples:
Technical FAQProduct CatalogSupport Email HistoryOnboarding GuidesWebsite Pages
After saving, the category is immediately available for document uploads and agent assignment.
Assigning agents to a category
Open any category to see its detail page. The Agents section shows which agents are currently connected to this category.
Assignment works in both directions — you can also assign categories from the agent’s settings page. Either way produces the same result.
An agent can be assigned to multiple categories. For example, a support agent might search both Technical FAQ and Support Email History.
Renaming and deleting
To rename a category, open it and edit the name field. Changes are saved immediately.
To delete a category, open it and use the delete option.
Note: Deleting a category does not delete the documents inside it. Documents are reassigned to no category and remain in the system. You can move them to another category from the Documents section.
How categories affect search
When a visitor asks a question, the assigned agent searches only its linked categories. This scoping is what makes each agent a specialist rather than a generalist.
If you notice an agent giving irrelevant answers, check:
- Are the right categories assigned to that agent?
- Is the relevant content actually in those categories?
- Is the document indexed (status: ready)?