Chattering answers only from content you give it. There are five source types: website, text, Q&A, file and Notion (once Notion is connected in Settings → Integrations).
Website
Give it a URL and it crawls up to 25 pages it can reach, splitting each into passages. Best for public docs, marketing pages and existing help centres.
Pages behind a login cannot be crawled — paste that content as text instead.
The crawler follows links from the starting URL and picks up pages on the same domain. It skips PDFs and other binary files. If your site has an XML sitemap, Chattering uses it to find pages it might otherwise miss.
New website sources are re-read weekly by default: each source row in your agent's Sources tab has a Re-read this site setting (Never, Daily, Weekly or Monthly). To pick up changes straight away, click Re-sync on the source row.
Text
Paste anything: an internal policy, a pricing explanation, a support macro you already use. Best for knowledge that lives in someone's head or in a document rather than on a page.
There is no hard character limit on a text source. Very large pastes take longer to index, so if you have a large document, consider splitting it into logical sections — one source per product area, for example — so you can update each part independently later.
Q&A
One question, one exact answer. Use this when the wording of the answer matters — refund policy, security posture, anything with a phrase you need said precisely.
Q&A pairs are the strongest way to steer a specific answer. The AI still writes each reply itself from the pair, as it does with any source, so check wording that must stay exact in the agent's Playground tab. A good Q&A pair anticipates how the customer will phrase the question, not just the ideal answer.
File
Upload a PDF, Word (.docx), text, Markdown, CSV or JSON file. A scanned PDF has no text to read, so run it through OCR first.
PDF and Word files can be up to 9 MB; text, Markdown, CSV and JSON files up to 2 MB. If your file is larger, split it into sections before uploading.
Your own help centre
Articles you publish in Chattering's help centre can be synced back into the agent's knowledge in one click, from AI Agent → Content → Help articles. Writing an article therefore improves the AI at the same time.
After that first sync, publishing, editing or deleting an article re-indexes the help centre automatically, so new articles reach the AI without another click.
How the AI uses your content
Chattering does not retrain or fine-tune the underlying language model. Instead, it indexes your content into a separate search layer. When a question comes in, Chattering retrieves the most relevant passages from that layer and passes them to the model as context. The model then composes an answer grounded in those passages.
This means the base model's general knowledge of language and reasoning does not change when you add sources. Only the retrieval layer changes. Think of it less as "training" and more as giving the AI a set of reference documents to read before it answers each question.
Data privacy
Your content is stored within your workspace only. Chattering does not share your indexed material with other workspaces, and it does not use your content to improve the base model or any shared system. Each workspace's knowledge index is isolated from every other.
If you delete a source, the passages derived from it are removed from the index. Conversation transcripts and indexed content are kept while your workspace exists; deleting the workspace in Settings → Data & privacy removes them.
What the AI will not do
The AI will not draw on general internet knowledge when answering customer questions — it only answers from what you have indexed, plus the results of any Actions you have set up. If a question falls outside your indexed content, the AI says it doesn't have that information and offers to connect the visitor with your team, rather than guessing.
The AI does not learn product knowledge from individual conversations. It does remember facts about a customer your site verifies through Identify your users (in the agent's Deploy tab), and uses them when that same customer writes again. What customers type in chat does not update the index. You control the content; the AI reads it.
Tips for better results
Start by looking at what your customers already ask. The support conversations you have now are the best guide to which content gaps to fill first.
For recurring questions about prices, policies, or step-by-step procedures, Q&A pairs usually work better than crawled pages.
Keep individual text sources focused on one topic. A 300-word source covering one feature typically performs better than a 3,000-word document covering ten. The retrieval step matches questions to passages — specific content is easier to retrieve accurately than a dense mix of topics.
Update sources when your content changes. Website sources are re-read on their Re-read this site schedule (weekly by default for new sources), not the moment you edit your website. If you pasted content by hand, remove that source and add the updated text as a new one. If you added a URL, click Re-sync after making significant updates to that site.