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Knowledge is your company’s base of documents and definitions, inside Cortex. Instead of knowledge being scattered across drives and in people’s heads, you keep it here — and the agents start answering based on it. Think of a “smart Notion”: beyond storing, it understands the content and brings it up at the right moment.
Knowledge base

📸 Screenshot to insert [/en/cortex/knowledge]: Knowledge page with the list of documents by area, the glossary of terms and the button to add a document; 'Ask Cortex' button at the top.

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How it works, in one sentence

You add documents and glossary terms (by area) → iTeam indexes the content by meaning → when an agent (or Cortex) needs it, it searches and uses it automatically, respecting the permissions of whoever asked.

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Two things you keep here

Documents

Playbooks, policies, procedures, business context. You can upload a file or write the text right there in the editor.

Glossary

The terms and acronyms of your company/niche, with their definitions. E.g. in iGaming: GGR, NGR, FTD, MTD, TDD. That way the agent speaks your language.

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Add a document

1

Choose the area

Every document belongs to an area (e.g. Marketing, Finance). This organizes the base and controls who sees it.
2

Upload or write

Upload a file (iTeam extracts the text) or write directly in the built-in text editor. Give it a clear title and a description — they help the search find the document later.
3

Set the visibility

Company (everyone sees it) or Area (only those who belong to that area). Private area content doesn’t show up for those outside the area — not even in the agents’ answers.
On saving, the document is indexed (turned into a representation the AI searches by meaning). Large documents may take a few moments to become 100% searchable — the title and description are available right away.

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How the agents use it

The content doesn’t sit idle: when you ask an agent (or Cortex) something, it searches the knowledge base and uses the relevant passages to answer — citing what it found. That’s why it’s worth feeding the base: each document makes all the agents better prepared.
Start with your niche’s glossary and 2 or 3 key documents (a support policy, business rules, a playbook). The payoff shows up in the very first conversation with an agent.

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Search by meaning

The search is semantic: you don’t need to hit the exact word. Asking “what’s our discount limit?” finds the right passage even if the document says “commercial concession policy”.

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Permissions and privacy

Knowledge respects access by resource and by area:
  • Documents with Company visibility — all members see them.
  • Documents with Area visibility — only those who belong to the area (owner/admin see everything).
  • The agents and Cortex never bring, in an answer, content the asking user couldn’t see.
Privacy also applies to the AI’s answers: if a document is private to an area, it’s not considered when the person asking isn’t from that area. This is guaranteed in the search mechanism itself — it’s not just “hiding it on screen”.