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Agent Knowledge

Agent Knowledge is the page where an agent learns what to say. It holds everything the agent reads before answering a customer, in one list: the Main Instructions that set its personality and rules, the knowledge entries it answers from, and the attachments it can send. A test chat sits beside the list so you can try every change immediately.

What is on the Agent Knowledge page?​

One list and one test chat. The list mixes three kinds of items, each marked by what the agent does with it. The first item is always the Main Instructions. Below it come knowledge entries, typed or extracted from documents, which the agent reads to answer questions, and attachments, which the agent sends to customers. Once the list grows past about 500 words, a search box at the top finds text across all three.

ItemWhat the agent does with itLearn more
Main InstructionsReads them on every reply: identity, tone, language, rules, when to hand overMain Instructions
KnowledgeReads it to answer questions: prices, hours, policies, product details, FAQsKnowledge Base
AttachmentsSends the file when its instruction matches the customer's request: a menu, a catalog, a price listAttachments

Open the page from Agent Knowledge in the sidebar, after picking the agent at the top of the dashboard. Each agent has its own list.

How do I add something?​

Click Add. The Add Knowledge window asks for a title and text, with optional files, and works out what you mean from what you give it: text alone becomes a knowledge entry, photos or a video become an attachment, and a text file is read into knowledge. Only a PDF or Word file needs one answer from you, because the agent could either read it or send it.

  1. Click Add at the top of the list.
  2. Type a Title, then the text under What should your agent know? The box shows a gray example, such as Prices with three price lines; type over it.
  3. Optionally drop files on Attach files (optional): photos, videos, albums and documents, one document at a time.
  4. For a PDF or Word file, answer What should your agent do with this file? with Read it to answer questions or Send it to customers. A file to read hides the title and text fields; a file to send turns the text box into When should your agent send this?, for example "When a customer asks to see the menu".
  5. Click Add. Text is available to the agent at once; a document shows its progress from Queued for processing to Processing complete while its entries are extracted, and a video takes 2 to 3 minutes.

An empty list says Teach your agent something with an Add knowledge button. The examples in the form, such as Prices, Working hours, Branches and Delivery, show the kind of short facts that work best.

How do I test the agent?​

Use the test chat beside the list, or the Test button on a phone. It talks to the agent exactly as a customer would, with the current instructions, knowledge and attachments, so every edit can be checked in seconds before a real customer sees it. Test conversations appear on the Chats page under the Test platform and do not reach any customer. While the list is still empty, a sheet titled Your agent needs knowledge asks you to add something first.

How do I export the agent?​

Open the three-dot menu (⋮), choose Extract, and pick a format under Choose export format. JSON is a complete, re-importable backup, best for large knowledge bases. PDF is a readable document for printing or sharing with a colleague. Excel (.xlsx) has separate sheets for instructions, knowledge and attachments. Mojeeb packages the items and offers the download when it is ready. Exporting is available to owners and admins; members see a permission notice.

What are the agent's settings?​

Open the three-dot menu (⋮) and choose Agent settings. They are the few things that are not text the agent reads:

SettingWhat it does
NameThe agent's name in the dashboard and in the agent selector
AI Handoff WindowHow long the AI stays quiet after a team member replies in a chat, 15 minutes by default; pick 5 min, 15 min, 1 h, 24 h or Custom, or turn the AI handoff switch off
Follow-Up SettingsWhether the agent re-engages customers who stop replying: up to 3 reminders, each up to 23 hours after the agent's reply, on WhatsApp, Facebook and Instagram; see Follow-ups
Comment auto-hideWhether the AI hides abusive, spam and similar Facebook and Instagram comments, on by default; see Social Comments
TimezoneThe clock the agent answers from, for opening hours, "today" and booking times; Egypt until you pick your city

How does the agent combine all of this when it answers?​

For every customer message, Mojeeb assembles one briefing for the agent in a fixed order: Mojeeb's own style rules, your Main Instructions, the conversation's context such as the customer's name and channel, your knowledge entries, the attachments it may send, and the tools it may call. The agent then writes its reply from that briefing. Changes on this page apply to the next message; nothing needs republishing.

Common questions​

Does the size of my knowledge affect my plan?​

Yes, in one way. Mojeeb reads the whole knowledge base for each answer, so every 40,000 words of active knowledge, currently the threshold, makes each reply count as one more message in your monthly quota. From about 32,000 words a notice on Agent Knowledge and on My Subscription shows the count and the current weight. Keep knowledge focused rather than pasting entire manuals.

Can several agents share knowledge?​

No. Each agent has its own list, which is what lets one business run a sales agent and a support agent with different rules. Use Extract to JSON from one agent as a starting point for another.

Who can edit the Agent Knowledge page?​

Owners and admins, and members who have access to the agent. See Team Management.

Can I delete the Main Instructions?​

No. Every agent has exactly one Main Instructions item; edit it instead. Knowledge entries and attachments can be deleted from their row menu.