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Snippets are manually created pieces of knowledge that you add directly to your AI agent’s knowledge base. They give you complete control over specific information your AI uses to answer questions.

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When to Use Snippets

Use snippets to:
  • Fill knowledge gaps - Add information missing from your documentation
  • Control messaging - Ensure your AI uses specific, approved language for policies or procedures
  • Capture verified answers - Save good responses from real conversations
  • Provide quick updates - Make changes that take effect immediately
Save verified answers from conversations as snippets using the “Improve Answer” button. This builds your knowledge base from real customer interactions.

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How They Work

Snippets are stored in human data providers alongside other knowledge sources. When a customer asks a question, your AI searches all sources—including snippets—to find relevant information. Each snippet has a name, rich text content, and is automatically indexed for semantic search.

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Creating Snippets

From a data provider:
  1. Navigate to Data Providers and select a human data provider
  2. Click New Snippet
  3. Enter a descriptive name and add your content
  4. Click Save
From a conversation:
  1. Click the “Improve Answer” button during a conversation
  2. Click Add to Knowledge
  3. Edit if needed and select a data provider
  4. Click Save
Changes are available immediately.

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Best Practices

Keep snippets focused
  • Cover one topic or question per snippet
  • Keep content concise (200-500 words)
  • Include enough context for the AI to understand when to use it
Use clear naming
  • Good: “How to request a refund after canceling a subscription”
  • Avoid: “Policy #3” or generic labels
Write for your AI
  • Start with the most important information
  • Use clear, direct language
  • Include specific conditions or limitations
  • Make snippets self-contained with complete information
Organize by collection Create separate human data providers for different categories like Product Knowledge, Policies, or Support FAQs.

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Formatting Support

The rich text editor supports bold, italic, headings, lists, links, and code blocks. You can also upload Markdown files (.md) which are automatically converted to HTML when edited.
Deleted snippets cannot be recovered. Download important snippets as HTML files before deletion if you need a backup.