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Access Required

Knowledge Agents are available on Guru’s All-in-One or Enterprise plans.

Only **Admins, Creators, and relevant custom roles can create Knowledge Agents. A Knowledge Agent Owner or relevantcustom role can be assigned to manage settings and permissions.

Before creating a Knowledge Agent, ensure you have connected Sources or created content in Guru.

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Best practices

For tips on creating Knowledge Agents and Custom Prompts, see Best Practices: Creating Knowledge Agents

Why create a Knowledge Agent?

Not sure if you need a Knowledge Agent? Ask yourself and your team the following:

• Are your search results and suggested answers cluttered with less relevant content?
• Are multiple teams using Guru with unique needs and preferred sources?
• Do you want Guru to generate specific, tailored outputs (e.g., customer response templates or curated prep lists) to make your team more efficient?
• Are there repetitive questions in Slack channels that Guru could answer automatically?

If you answered “yes” to any of these, a Knowledge Agent can help.

Check out the video below for more:

Top 5 Reasons to Create a Knowledge Agent

1. Drive Internal Efficiency

Knowledge Agents surface precise, context-aware answers faster—minimizing time spent searching and increasing team productivity.

2. Reduce Expert Burnout

By handling repeat questions and providing accurate responses, agents free up your subject matter experts for higher-impact work.

3. Customize by Team

Each team can create agents tailored to their roles and tools—ensuring answers and actions align with how they work.

Example: A Support team agent might pull only from the Help Center and suggest ticket macros, while a Sales agent might prioritize battlecards and call prep materials.

4. Standardize Specialized Tasks

Knowledge Agents can perform consistent tasks like generating onboarding checklists, summarizing deal notes, or drafting Slack replies.

5. Improve Relevance in Search & Answers

Agents can be configured to use only the most relevant sources and templates—refining both manual searches and AI-generated replies.

Building a Knowledge Agent

Check out the video below on building a Knowledge Agent:

1. In Guru’s web app, go to Manage > Knowledge Agents.
2. Click Add Knowledge Agent.
3. Enter a name and upload an image for your Agent.
4. Choose to sync from:
   • All Sources – includes current and future sources.
   • Specific Sources – click Next: Select Sources, then select the relevant ones and proceed to Next: Set Permissions.
5. Assign Viewers and relevant custom roles (users or Groups).
6. Assign a Knowledge Agent Owner.
7. Click Create Agent.

Managing Sources for a Knowledge Agent

• From the Sources tab, modify which sources the Agent uses.
• Users need access to both the Knowledge Agent and its linked Sources or Collections to receive answers.
• In the Files tab, you can upload individual .PDF or .TXT files as Sources.

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Note

If you are connecting a private Slack channel as a Source, you must be a Slack Admin.

Setting permissions

Manage access from the Permissions tab:

1. Add Groups or users as Viewers.
2. Promote Viewers to a relevant custom role.
3. Assign a Knowledge Agent Owner.

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Note

Admins, Knowledge Agent Owners, and relevant custom roles do not automatically have access to all Sources. They must be permissioned to receive results and see sources in the AI Agent Center.

Roles and permissions

Viewers can:

• Use the Agent in Guru search and Slack.
• View assigned Agents on the results page.
• See their own questions in the AI Agent Center.

Admins, Knowledge Agent Owners, and relevantcustom roles can:

• Manage prompts, permissions, and Slack/Page integrations.
• Delete or update Knowledge Agents.
• Create custom prompts.

Creating a custom prompt

Prompts tell your Knowledge Agent how to answer questions in a specific tone or format.

• From the Prompt tab, customize and test your Agent’s prompt.
• You can revert to the default prompt at any time.

Changing the output message when no answer is found

Within the same Prompt menu, Admins can write their own fallback message in markdown, which gives full control over what’s shown to end users in those cases. This means you can format the message with headers, links, images, and more—just like a Card. It’s a simple way to guide users, set expectations, or point them to helpful resources when no direct answer exists.

1. Go to Manage > Knowledge Agents and locate the Agent you want to adjust
2. Navigate to the Prompts tab in that Knowledge Agent
3. Click Edit and adjust the No answer found message as needed
4. Click Test and enter a question you know will not generate an Answer to see your custom response generated
5. Click Save when ready

Adding a Knowledge Agent to your workflow

Adding to Slack channels

From the Slack tab:

1. Enable the Agent in Slack.
2. Assign the Agent to specific Guru-connected channels.
3. Toggle Limit responses to sources shared with All Members to ensure sensitive content isn’t shared in public spaces.

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Tip

Seeing different answers in Slack vs. Guru?
If responses vary, it may be because Limit responses to sources shared with All Members is enabled in Slack. To update, go to Manage > Knowledge Agents.

Adding to Guru Pages

You can assign Knowledge Agents to specific Pages:

1. Open the Page and click the Edit icon.
2. Set the default Knowledge Agent.

Adding to the Guru Extension when over a specific webpage

You can assign a Knowledge Agent to appear as the default in the Guru Extension when visiting a specific webpage.

1. Click Website > Add a Website
2. Fill in the display name and URL
3. Click "Add Website"

Using the API

Admins and relevant custom roles can copy the search and answer endpoints from the Agent to use with Guru’s API.
View API documentation for implementation details.

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Note

Don’t forget to toggle on Activate this Knowledge Agent once it’s ready to use.

Frequently asked questions

What if we already use Slack Suggested Answers?
Review Transitioning from Slack Suggested Answers to Knowledge Agents.

Can I assign more than one Knowledge Agent to a Slack channel?
No. Each Slack channel supports one Knowledge Agent at a time. You can assign the same Agent to multiple channels.