Knowledge & memory.
Knowledge is what your agents can cite. Memory is what they remember about a customer. Together they turn generic answers into grounded, personal ones.
Adding knowledge#
Three ways to fill a team knowledge base. Mix them freely.
Upload#
Drop in files of almost any format and Whizz Desk extracts the text, including from scanned images.
| Field | Type | Description |
|---|---|---|
| documents | Reports, manuals, spec sheets, contracts. | |
| DOCX | documents | Word documents and exported notes. |
| XLSX | spreadsheets | Price lists, catalogs, tabular data. |
| PPTX | slides | Decks and product one-pagers. |
| CSV | spreadsheets | Structured rows, e.g. a product export. |
| TXT / MD | text | Plain text and Markdown notes. |
| HTML | web | Saved pages or exported help articles. |
| Images | images | Screenshots and photos; text is read out. |
Crawl a website#
Point Whizz Desk at a URL and it follows internal links, reads each page, and adds the content as knowledge. This is the same crawl that powers Build from a link; here you run it to keep an existing team current.
Paste text#
Paste a policy, an FAQ, or a snippet directly. Good for facts that live nowhere else — return windows, hours, one-off promises.
Retrieval and citations#
When an agent answers, the search_kb tool retrieves the most relevant passages from the knowledge base and grounds the reply in them. Each answer carries citations back to the source document or page, so a reader can verify the claim. Answers the knowledge does not support are declined rather than guessed, which is what keeps a front office trustworthy.
Cross-conversation memory#
Knowledge is shared and static; memory is per customer and grows. When a visitor returns, Whizz Desk recognizes them and carries forward what it learned — their name, what they asked before, where a booking or lead stood. The second conversation does not start from zero, and an agent can pick up a thread days later.
Memory is keyed to a stable visitor identity. On the API you supply this as visitorId; the widget manages it for you. Add the Memory block to a team to turn recall on and tune what is retained.