How should I organize my knowledge in AskHandle?

AskHandle can use different types of knowledge and data.

The best place for information depends on what the information is and how the AI agent needs to use it.

A simple way to organize your knowledge is:

• Use AI Answer knowledge and instructions for behavior, rules, and short guidance
• Use Articles for written knowledge you want to create and maintain directly in AskHandle
• Use Documents and PDFs for longer written knowledge you already maintain as files
• Use Data Files for structured information such as rows, columns, prices, records, and lookup values
• Use Products for offerings that should appear as Product Cards
• Use Live Web Search for current public information

Keeping each type of information in the right place makes your AI agents easier to maintain and more reliable.

Start by asking what kind of information you have

Before uploading or creating anything, ask:

• Is this a business rule?
• Is this written knowledge?
• Is this structured data?
• Is this a product or service catalog?
• Is this information public and constantly changing?

The answer usually tells you where the content belongs.

AI Answer knowledge and instructions

Use AI Answer for behavior, rules, short guidance, and conversational context.

Good examples include:

• The role of the AI agent
• Tone and response style
• What the AI agent should and should not do
• When to ask a question
• When to use a skill
• When to use Human Handoff
• Short stable information that helps the AI respond correctly

For example:

Keep responses concise and professional.

Do not guess prices.

Use Scheduling when the customer wants to book.

If the customer asks for a person, use Human Handoff.

These are behavior rules, so they belong in AI Instructions.

Do not use AI Instructions as a large knowledge base

Avoid placing large policies, manuals, product catalogs, or tables directly into AI Instructions.

Those are better stored in dedicated sources.

Use:

• Articles or Documents for written knowledge
• Data Files for structured information
• Products for Product Cards

This keeps AI Instructions focused and easier to maintain.

Articles

Use Articles when you want to write and maintain written knowledge directly inside AskHandle.

Articles are useful for:

• FAQs
• Policies
• Guides
• Service information
• Product information
• Customer instructions
• Other written knowledge

Published Articles have their own public URL and can also be selected in Document Search.

Use Articles when:

• The information is mostly text
• You want to edit it directly in AskHandle
• The content may change regularly
• You want the content to be available in your Help Center
• You want the same content to be usable by Document Search

Example: Article

You may create an Article called:

Appointment Cancellation Policy

It can explain:

• Free cancellation period
• Late cancellation fee
• No-show policy
• Exceptions

The Article can be read by customers through its public URL and used by Document Search when the AI agent answers cancellation questions.

Documents

Use Documents for written knowledge you already maintain as files.

Examples include:

• Word documents
• Text files
• Markdown files
• Guides
• Manuals
• Internal documentation
• Existing FAQ content

Documents are useful when the source already exists outside AskHandle and you want to use it without rewriting it as an Article.

PDFs

Use PDFs for written knowledge that is already maintained in PDF format.

Examples include:

• Manuals
• Brochures
• Policies
• Reports
• Product guides
• Guest guides
• Employee documentation

PDFs are still written knowledge and are typically used through Document Search.

For best results, keep important PDF text readable, well structured, and up to date.

Articles vs. uploaded documents

Articles and uploaded documents can serve a similar purpose.

The main difference is how you manage them.

Use an Article when:

• You want to write directly in AskHandle
• You want a public Help Center URL
• You expect to edit the content regularly
• You do not need to maintain a separate source file

Use an uploaded document when:

• The source already exists as a file
• Another team or system maintains the original file
• The original format matters
• You want to continue managing the content outside AskHandle

You can use both in the same knowledge base.

Data Files

Use Data Files for structured information.

Common formats include:

• CSV
• Excel

Data Files are best when the information is organized into rows and columns.

Examples include:

• Pricing tables
• Inventory
• Product records
• Vehicle data
• Customer records
• Location lists
• Insurance factors
• Service rates
• Lookup tables

Use Data Search when the AI agent needs to retrieve exact records or values from this information.

Example: Data File

A spreadsheet contains:

If the customer asks:

“How much does Model A25 cost?”

Data Search can retrieve the exact price from the structured source.

Do not turn large structured data into Documents

If the information is mainly:

• Rows
• Columns
• IDs
• Prices
• Inventory
• Exact values

use Data Files instead of putting it into a long document.

Document Search is better for written knowledge.

Data Search is better for exact structured lookup.

Products

Use Products when you want the AI agent to present an offering as a structured Product Card.

Products can represent:

• Physical products
• Services
• Packages
• Hotel rooms
• Trips
• Properties
• Vehicles
• Memberships
• Experiences

A Product can include:

• Photos
• Name
• Description
• Price
• Options
• Option-specific pricing
• SKU
• Category
• Link
• Button

Use AI Answer with Product Cards enabled when you want matching Products to appear visually in the conversation.

Products vs. Data Files

Products and Data Files can both contain structured information, but they are designed for different experiences.

Use Data Files when the AI agent needs to search or retrieve structured values.

Use Products when the customer should see a Product Card with visual and commercial information.

For example:

Data File

Useful for:

• Exact inventory count
• Internal product ID
• Price lookup
• Reference table

Product

Useful for:

• Product image
• Customer-facing description
• Price display
• Options
• Buy or booking link

Some businesses may use both.

Example: Products and Data Search together

An e-commerce AI agent might use:

Data Search

• Find exact stock
• Retrieve technical fields
• Look up internal product data

Products

• Show the customer a visual Product Card
• Display image, price, options, and link

Each source handles a different part of the experience.

Live Web Search

Use Live Web Search for current public information that changes over time.

Examples include:

• Weather
• News
• Current opening hours
• Public events
• Travel information
• Current information on approved websites

Live Web Search is useful when the information should not be stored as static knowledge.

Example: stable vs. current information

Your hotel cancellation policy is stable business knowledge.

Store it in:

• Article
• Document
• PDF

Today's weather is current public information.

Use:

• Live Web Search

Do not create a static document for information that changes constantly.

Live Web Search should not replace your own knowledge

If your business controls the information, keep it in a controlled source.

For example:

• Cancellation policy → Article or Document
• Product price → Data File or Product
• Booking availability → Calendar
• Current weather → Live Web Search

Use the public web only when the information genuinely needs to come from current public sources.

Calendar is the source for appointment availability

Appointment availability is not normal written knowledge.

Use Calendar to define:

• Weekly hours
• Appointment length
• Booking window
• Gaps
• Availability
• Booking rules

Then use AI Answer with Scheduling enabled to let customers book.

Do not maintain available appointment times manually in documents or AI Instructions.

Use one source of truth where possible

Avoid storing the same important fact in several places.

For example, if a price exists in:

• AI Instructions
• A PDF
• A spreadsheet
• A Product

those values can become inconsistent.

Choose the source that should be authoritative.

Then let the workflow use that source.

Example: pricing

You might decide:

Product display price → Products

Detailed rate table → Data File

Pricing policy → Article

How the AI should talk about pricing → AI Instructions

Each source has a clear responsibility.

Separate facts from behavior

This is one of the most useful ways to organize knowledge.

Facts

Examples:

• Price
• Policy
• Inventory
• Product description
• Appointment availability

Store these in:

• Articles
• Documents
• PDFs
• Data Files
• Products
• Calendar

Behavior

Examples:

• Keep answers concise
• Do not guess
• Ask for location when needed
• Use Scheduling for booking
• Use Human Handoff for disputes

Store these in:

• AI Instructions

Separate stable information from changing information

Stable or controlled information

Use:

• Articles
• Documents
• PDFs
• Data Files
• Products

Current public information

Use:

• Live Web Search

This keeps the AI agent from relying on outdated static content for information that changes often.

Separate written knowledge from structured values

Ask:

Does this read like an article?

If yes, use:

• Article
• Document
• PDF

Ask:

Does this look like a table or database?

If yes, use:

• Data File

This simple distinction solves many knowledge-organization questions.

Example: hotel knowledge structure

A hotel might organize knowledge like this:

AI Instructions

• Tone
• Guest-service behavior
• Escalation rules
• When to use Scheduling

Articles

• Check-in guide
• Cancellation policy
• Guest FAQ

PDFs

• Property brochure
• Guest manual

Data Files

• Room reference data
• Service pricing
• Location codes

Products

• Room types
• Packages
• Experiences

Calendar

• Spa appointments
• Property tours
• Concierge bookings

Live Web Search

• Weather
• Current events
• Current public transport information

Example: service business

A service business might use:

AI Instructions

• Qualification behavior
• Quote rules
• Handoff rules

Articles

• Service FAQ
• Cancellation policy
• Preparation guide

Data Files

• Price factors
• Location rates
• Service codes

Products

• Service packages

Calendar

• Consultations
• Service appointments

Live Web Search

• Current public information when needed

Example: e-commerce

An e-commerce business might use:

AI Instructions

• Recommendation behavior
• Returns escalation
• Tone

Articles

• Returns policy
• Shipping policy
• Warranty FAQ

Data Files

• Inventory
• Product records
• SKUs
• Technical data

Products

• Customer-facing Product Cards

Live Web Search

• Only when current public information is genuinely needed

Keep knowledge easy to maintain

A good setup should also make sense to your team.

Your knowledge structure should make it easy to answer:

• Where does this information live?
• Who updates it?
• Which source is authoritative?
• Which AI agent uses it?
• What needs to be tested after a change?

If your team cannot answer these questions easily, the knowledge structure may be too complicated.

Review your knowledge regularly

Business information changes.

Review:

• Prices
• Policies
• Product details
• Calendar rules
• Files
• Articles
• Data Files
• AI Instructions

Remove outdated content and update the source of truth when something changes.

A simple decision guide

Use this order:

Is it a behavior or rule?

→ AI Instructions

Is it written knowledge you want to create directly in AskHandle?

→ Article

Is it written knowledge already stored as a file?

→ Document or PDF

Is it structured as rows and columns?

→ Data File

Should it appear as a visual Product Card?

→ Product

Is it live public information that changes over time?

→ Live Web Search

Is it appointment availability?

→ Calendar

Tips for organizing knowledge

• Give each source one clear responsibility.
• Keep behavior in AI Instructions.
• Keep written knowledge in Articles, Documents, or PDFs.
• Keep structured values in Data Files.
• Use Products for customer-facing Product Cards.
• Use Calendar for appointment availability.
• Use Live Web Search for current public information.
• Avoid duplicating important facts across several sources.
• Keep one authoritative source where possible.
• Review and update knowledge when business information changes.
• Test the AI agent after important knowledge updates.

Related guides

For more information, see:

• What are Articles?
• How can I upload my files?
• Should I use AI Answer, Document Search, or Data Search?
• How should I prepare documents for better AI answers?
• How do I create and use Products?
• How do I set up and use Calendar?
• How does Live Web Search work?
• How should I write AI Instructions?