Overview: everything your assistant knows
You want to understand where the agent's answers come from before you start training it.
The agent answers from four layers of knowledge you control. Understanding the order helps you put each fact in the right place — and makes troubleshooting a wrong answer much faster.
The four layers
- Store facts — structured, high-confidence facts (hours, contact, shipping, returns, payment). The agent treats these as ground truth.
- Instructions — the document the agent reads on every conversation: your policies, tone, and how to handle situations.
- Knowledge sources — your policy and reference pages (URLs and published Google Docs) the agent reads for detail.
- Topics & quick answers — browsable subjects and instant FAQ answers that guide and shortcut common questions.
On top of these, the agent uses verified live lookups for orders (all plans) and products (Growth & Pro) — those answers come from a real lookup, never from the model's memory.
When an answer is wrong or missing, fix it at the layer it belongs to. See The agent gave a wrong or "I don't know" answer.