Two ways to add knowledge
For documents that already live in OneDrive, Google Drive, SharePoint, Dropbox, or Box, connect them under
Integrations → CSM instead of uploading copies. Grant the folders assistants should read;
files stay in your drive and stay current as they change.
Documents & files
Upload the materials your team relies on: product catalogs, spec sheets, FAQs, sales collateral.
Drop a file in and it’s processed and ready in a minute or two. Give each document a clear, descriptive name so
agents know when to reach for it.
AI Data Import
For structured data (product lists, pricing tables, inventory, customer lists) use the AI Data Import wizard, which recognizes spreadsheets and maps them for you.1
Upload
Drag in your Excel or CSV files.
2
Classify
Emanate detects what kind of data each sheet holds.
3
Map columns
Confirm how columns map to fields. The wizard proposes the mapping.
4
Import
Run it and track progress; review your import history any time.
The same import wizard is how leads and accounts get loaded. See Leads. When a sheet is a data
reference rather than a list of companies, it belongs in the Knowledge Base.
Writing knowledge agents can use
The quality of your Knowledge Base sets the ceiling on the quality of AI drafts. A few habits that help:- Be specific: real product names, SKUs, exact specs and prices.
- Be complete: spell things out; don’t assume context.
- Structure it: clear headings and bullet lists beat walls of text.
- Keep it current: refresh documents when products or pricing change; delete stale ones.
Where it’s used
- Email drafts (Channels): replies cite the right product and policy details.
- Quotes (Quotes): pricing and specs come from your data.
- Intelligence: the analyst can search your documents alongside your live data.
Next steps
Business DNA
Teach Emanate your brand and voice
Channels
The email agent that draws on your knowledge
Custom Actions
Let agents pull live data, not just documents