How a Mate uses your knowledge

Choose between conversation attachments and Mate Knowledge, then select the right integration mode.

Last updated About 1 hour ago

Give a Mate the source material it needs instead of expecting it to know your organization's documents. Use a conversation attachment for one piece of work. Use Mate Knowledge for material the Mate should use across its conversations.

Choose between an attachment and Mate Knowledge

Attach a file to a conversation when it belongs to that task or thread. Everyone in the conversation can see the attachment, and the file stays with that conversation.

Add a file to Mate Knowledge when it is a lasting reference for that Mate, such as a style guide, product sheet or procedure. The file follows the Mate into each private chat and workspace conversation. Only a Mate Owner or Admin can manage its Knowledge tab.

Do not add a private file to Mate Knowledge only for convenience. A Mate can use its knowledge in answers to anyone who can talk to it.

Choose how each knowledge file is available

The Integration mode on each file controls what the Mate receives.

  • Default sends the original file when the selected model can read it. Otherwise, it sends the converted Markdown text.
  • Text (markdown) sends the converted Markdown text.
  • Summary sends a generated summary after processing succeeds.
  • Reference sends the file name and basic details without including the full text.
  • Hidden keeps the file stored but does not send it to the Mate.

Use Default or Text (markdown) when the Mate needs the full document in its context. Use Summary when a shorter representation is enough. Use Reference when the Mate only needs to know that the file exists. If an answer must use the full contents, choose Default or Text (markdown).

Ask questions that identify the source

Name the file and the part you want the Mate to use. For example: "Use the returns policy in support-handbook.pdf and list the conditions for a refund." If several files cover the same subject, tell the Mate which one is authoritative or remove the obsolete version.

Ask for quotations or section names when you need to check an answer. Then compare the answer with the original file. Knowledge gives the Mate material to work from; it does not guarantee that the Mate interprets every passage correctly.

Keep knowledge current

Review the Knowledge tab when a policy, price list or procedure changes. Replace outdated files, use clear names and add descriptions that help your team understand each row. Wait for Success before you rely on a new or reprocessed file.

Use Hidden when you need to keep a file on the Mate without using it now. Delete a file when it must no longer be available.

Good to know

  • A knowledge file belongs to one Mate. Other Mates do not receive it automatically.
  • A conversation attachment and a knowledge file can have different integration modes.
  • Starting a new conversation does not remove the Mate's active knowledge.
  • Check important answers against the original document.