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Give agents knowledge from your docs

Give agents knowledge from your docs

Agents do better work when they can read what your team has already written: product docs, help articles, runbooks and specs. Helpin gives agents access to your docs in two ways, depending on the agent.

Agent

How it uses your docs

Support Agent (Echo)

Searches the knowledge sources you link in Support settings to ground its replies.

Every other agent

Searches and reads documents during a run with Docs tools.

The Support Agent answers customers from indexed knowledge. You choose which published docs spaces it can search:

  • Help Center spaces contain public articles. The agent can use them in answers and cite them to customers.

  • Internal spaces contain private guidance. The agent can use them to shape answers, but never shows them as customer citations.

Helpin indexes the published documents in each space you select and shows the status, such as Indexing, Indexed or Failed. Only published documents are indexed, so publish an article before you expect the agent to use it.

For step-by-step instructions, see Linking knowledge sources and Support content sources.

Other agents: give them Docs tools

Built-in and custom agents read documents while they work by calling Docs tools. For a custom agent:

  1. Go to Automation > Agents and open the agent, or create a new one.

  2. In Tools, open the Docs category.

  3. Add the reading tools the agent needs, such as search_documents to find documents by keyword and read_document to read a document it has found.

  4. Add writing tools, such as create_document, only if the agent should also create or change docs.

  5. Save the agent or version.

If the agent should be started on a specific document, also add Docs to its Working areas.

Skills can help too. A skill is a reusable guide that tells the agent how to approach a kind of work, and attaching one adds the tools it requires. See Skills and the skill catalog.

Point the agent at the right content

Docs tools can search the whole workspace, so tell the agent where to look. In its instructions, name the space or collection that holds the source of truth, and say what to do when the docs don't answer the question, for example: "Search the Engineering space first. If you can't find an answer, say so instead of guessing."

You can also give a single run extra context. When you use Run now, add a document link or ID in Run instructions.

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