What it knows
An agent's knowledge is the board's knowledge. The Sales agent answers from the catalogue and the price list; the Support agent answers from the returns policy. Neither sees the other's sources.
Where the boundary is drawn
The boundary is the bucket — a named collection of sources that an agent searches as a unit. A board's agent is bound to the buckets its profile allows, and retrieval never reaches outside them.
This is why one board per job matters: the board is where you draw the line, and the agent respects exactly the line you drew.
Every answer carries its source
Replies come back with the source behind them. Your team can always see it. Whether the customer sees it is a per-agent setting — some businesses want citations visible, most do not want a customer reading internal document names.
When it does not know
An agent with no grounding for a question should say so rather than improvise. If you are seeing confident answers that are not in any source, the problem is usually one of:
- the source was never loaded, or is not finished indexing
- the source is in a bucket this board's agent cannot read
- the agent's policy is looser than you think
Work through Troubleshooting.
Adding and reviewing knowledge
The Context surface in the dashboard is where sources live. See Knowledge on a board for the board-level view, and Calypso Context for the full picture including the API.