How effective your smart agent is on WhatsApp depends directly on the quality of the information it can access. The Website Knowledge section is the "brain" of your AI: this is where you define the official sources the AI pulls its answers from to help your customers.
When a customer asks a question on your WhatsApp account, the AI analyzes the request. If the feature is enabled, it instantly scans the knowledge sources you have set up.
If the AI finds the answer: It writes a natural, consistent reply based only on your sources.
If the AI does not find the answer: It can hand off to a human agent or follow the fallback protocol you defined, which keeps it from making up false information.
The goal is to make the AI as capable as a seasoned support agent. By feeding it reliable sources, you guarantee:
24/7 availability: Your customers get accurate answers even at night or on weekends.
Brand consistency: The AI uses the exact terms and information you wrote on your site yourself.
Massive time savings: Your support team no longer has to answer recurring questions about shipping, returns, or product details.
Not every page on your site has the same value for the AI. To get the most relevant answers, prioritize pages that are rich in factual information:
Your FAQ page: This is the most critical source. It often contains direct answers to your most common questions.
Shipping and return policies: Essential for answering questions about delivery times, shipping costs, and refund conditions.
Your "About us" page: Lets the AI answer questions about your brand story, your values, and where you are located.
Detailed product pages: If a customer asks about an item's ingredients or usage instructions, the AI can answer with precision.
Your customer reviews page: Useful so the AI can reassure a prospect by citing positive customer experiences.
Adding knowledge is very simple through the Agentia interface:
Go to the Agent AI section in the left sidebar.
Click the Website Knowledge tab.
Click the Add Page button.
Paste the URL of the specific page on your site (e.g. https://your-store.com/pages/faq).
Confirm to add it.
Kanal then crawls (analyzes) the page content to index it. Once indexing is complete, the AI can immediately use this new information to answer on WhatsApp.
Quality over quantity: Avoid adding pages that are too vague or contain little text. The more structured the content, the better the AI understands it.
Keep it up to date: If you change your shipping rates or your return policy on your site, make sure the AI has access to the updated page. You can refresh the sources to force a new crawl.
Language: If your store is multilingual, add the pages in every language you support. The AI can detect the customer's language and reply in that language using the right sources.
By feeding your Website Knowledge correctly, you turn your WhatsApp account into a truly autonomous, high-performing support hub.
