Manage Intent Agent Sources for Answers

Give your Knock AI Agents controlled, accurate knowledge. This guide shows you how to define exactly what your agents can answer and how to improve or restrict answers over time. You can use two source types:

• Your FAQs source
• Data Sources (additional approved content)

When agents are allowed to answer, they will only use these sources.

Why this matters

• Keep full control: agents never answer outside your approved sources.
• Improve quality fast: override any AI-generated answer with your own words.
• Route exceptions to humans: mark specific questions as Human-only when you only want rep to reply.
• Learn from demand: see which questions leads ask most often and fill gaps.

What this enables

• Use the FAQ source as the primary knowledge base for your Intent Agents.
• Categorize questions to filter views easily.
• Analyze the most popular questions your leads ask in Knock chats.
• Update answers to control how agents respond to leads.

What you need before you start

Before you enable your intent agents to answer leads, review and update your FAQs source:

• Go to Knock Dashboard → Intent Agents → Agents FAQs
• Review and update answers for each question
• Add new FAQs
• Optional: add public documentation or pages as Data Sources beyond the FAQs source
• Test the AI answers using the Test AI feature

Once you're ready, turn on the ‘provide answers’ option for each intent agent in the agents configurations source

How do I set this up?

1. Manage the primary knowledge base in FAQs section

1. Open the Knock Dashboard → Intent Agents → Agents FAQs

2. Review the question list:

• Predefined FAQs: Knock provides common buyer questions with AI-drafted answers based on your public website.
• Auto-captured FAQs: Knock analyzes lead messages and creates new FAQs in real time, mapping them to a category and counting Frequency.

3. For each FAQ, review the AI-generated answer based on public sources. If needed, update the answer (see how).

4. Add new FAQs to this section.
• Click Add FAQ.
• Write the question and answer.
• Update the category if needed (categories are mapped automatically).
• Click Save.

You have full control: If you only use the FAQs source, the agent will never answer a question that doesn't exist in FAQs. Unknown questions go to a human.

2. Edit or override answers

1. In FAQs Source, click on a specific question to see the answer.
2. Click the Edit button.
3. Update the Answer. Choose one of the following:
• Edit the answer.

• (Optional) Switch the handling to Human-only if you don't want the agent to reply to this question.

Tip: Keep answers short, factual, and accurate. You can add relevant links to videos or web pages.

3. Test before you go live

1. Click Test AI.
2. Ask sample questions and review the response.
3. Expand the View Source Questions view to see which FAQ(s) and Data Source passages were used.
4. If needed, click Edit FAQ to improve the answer.

5. Optional: Test questions in different languages. The agent will reply to the lead in their own language.

Note: Test AI does not use live lead context (enrichment, segment, or intent). In production, the chat is personalized per lead and matches the messaging app experience.

3. (Optional) Add Data Sources beyond the FAQ source

You can expand the sources your agent uses to provide answers. Remember: you have less control over the answers generated from these sources.

1. Go to Agent configurations → Data Sources.
2. Add domain or page url and Click Add Source

Control rule: Agents only use the sources you enable. If a topic isn't in FAQs or approved Data Sources, the agent defers to a human.

4. Allow your Intent Agents to give answers

Now that you're ready, allow your intent agents to answer lead questions during chat.

1. Go to the Agent configurations section in the dashboard
2. Click on a specific intent agent
3. Activate the Give Answers toggle

From this point, your agents will answer leads when they have the answer in your data sources. Don't worry—you can always turn it off or improve answers in the FAQs source.

Ongoing management

Make sure to visit your FAQs section once a week.

You can see there new questions added as a result of leads questions.

View new questions

• Items marked New were added since your last review (often from recent conversations).
• Review the answers and modify them as needed.

Delete an FAQ

• Click Delete on a question you no longer want the agent to use.
• Result: the agent will not answer that question, it will hand off to a human.

Categories

• Knock auto-assigns a Category (e.g., Pricing, Security, Product, Legal).
• You can change the category to simplify reporting and ownership.

Frequency (Recommended ♥️)

• Frequency shows how often leads ask a question.
• Use it to improve AIO and generate relevant content for your organization.

New label

• Items marked New were added since your last review (often from recent conversations).
• Clear the label by reviewing and saving each item—this keeps your knowledge current.

• Manage Intent Agent Sources for Answers
• Why this matters
• What this enables
• What you need before you start
• How do I set this up?
• 1. Manage the primary knowledge base in FAQs section
• 2. Edit or override answers
• 3. Test before you go live
• 3. (Optional) Add Data Sources beyond the FAQ source
• 4. Allow your Intent Agents to give answers
• Ongoing management
• View new questions
• Delete an FAQ
• Categories
• Frequency (Recommended ♥️)
• New label
• Questions you might have