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Here’s a common frustration people have in their first week with a Spark agent:
“I asked it about our pricing and it gave me the wrong numbers!”
That’s because your agent doesn’t automatically know your pricing. It doesn’t know your policies, your services, your team structure, or your processes — until you teach it. Knowledge files are how you teach your agent. They’re documents you upload that give your agent all the information it needs to accurately answer questions, follow your processes, and represent your business correctly.

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The Before and After

Let’s look at the difference knowledge files make:
You: A client is asking about our pricing for a team of 50. What do I tell them?Agent: I don’t have your specific pricing information yet. Could you tell me your pricing structure so I can help? Or you can upload a pricing guide to my knowledge base and I’ll reference it in the future.The agent is guessing — or admitting it doesn’t know.
That one upload transformed your agent from “I don’t know” to “here’s the exact answer with a calculation and a draft email.” This is why knowledge files are so important.

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What to Upload

Think about everything a new employee would need to read during their first week. That’s what your agent needs too.
Your pricing tiers, packages, discounts, calculation rules, and any special rates. Be specific — include:
  • How to calculate totals step by step
  • Rounding rules (“always round up to the next whole unit”)
  • Tax rates and whether to include them
  • Seasonal or promotional pricing
  • Volume discounts and when they apply
Example content:
Cancellation policy, refund policy, terms of service, warranty information, privacy policy — anything a customer might ask about.Why it matters: Without this, your agent either guesses (risky) or says “I don’t know” (unhelpful). With it, your agent gives the accurate policy every time.
Descriptions of what you offer, what’s included in each tier, features, limitations, and comparisons between options.Pro tip: Include a comparison chart or “which option is right for which customer” guide. Your agent will use this to make recommendations.
Step-by-step procedures for how you handle things: new lead intake, client onboarding, quote generation, complaint handling, refund processing.Example:
The questions you get asked repeatedly, with your standard answers. This saves your agent from guessing and ensures consistent responses.Example:
Your standard emails, response templates, call scripts, and messaging guidelines. Your agent will use these as a starting point when drafting communications.Include: Welcome emails, follow-up templates, proposal templates, objection responses, closing scripts.
Who does what at your company, office locations, business hours, company history, mission statement — anything that helps your agent represent your business accurately.
If you have a large inventory, menu, or catalog, upload it. Your agent can then look up specific items, check availability, and recommend options.

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How to Add Knowledge Files

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Create a Document Directly

  1. Click Knowledge in the sidebar
  2. Click New Document
  3. Write or paste your content in the editor
  4. Give it a clear title (e.g., “Pricing Guide - Q2 2026”)
  5. Save

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Upload a File

  1. Click Knowledge in the sidebar
  2. Click Upload
  3. Select your file(s)
  4. Your agent can read them immediately
Supported formats:
Maximum file size: 10MB per file. There’s no limit on the number of files you can upload. If you have a large document, consider breaking it into focused sections — one file for pricing, one for policies, one for processes — so your agent can find the right information faster.

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How Your Agent Uses Knowledge Files

This is important to understand: your agent does not memorize your knowledge files. Instead, it works like this:
  1. You ask a question or give an instruction
  2. Your agent recognizes the topic relates to a knowledge file (e.g., you asked about pricing → it checks the pricing guide)
  3. It reads the relevant document at that moment
  4. It uses the information to give you an accurate answer
Think of it like a reference binder on your agent’s desk. Your agent knows what’s in the binder and reaches for the right section when needed — but it doesn’t try to memorize every page. Why this matters:
  • ✅ Updates are instant. Change a knowledge file and your agent sees the new version the very next time it looks. No delay, no retraining.
  • ✅ More files don’t slow things down. Your agent only reads what’s relevant to the current question — it doesn’t get bogged down by volume.
  • ✅ Accuracy is higher. Since it’s reading the source document, it gives answers based on your actual data, not a fuzzy memory.

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What Makes a Good Knowledge File

The quality of your agent’s answers depends directly on the quality of your documents. Here’s how to make them great:

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Do: Be Specific and Concrete

The first version gives your agent exact rules to follow. The second version tells it nothing — your agent would have to guess or say “contact us,” which defeats the purpose.

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Do: Include Examples and Edge Cases

Examples prevent miscalculations. Your agent will follow the pattern in your examples.

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Do: Keep Files Focused

One topic per file is better than everything in one giant document. Good:
  • ✅ “Pricing Guide”
  • ✅ “Cancellation Policy”
  • ✅ “New Client Onboarding Process”
  • ✅ “FAQ - Common Customer Questions”
Not as good:
  • ❌ “Everything About Our Business” (too broad — agent has to dig through irrelevant info)

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Don’t: Use Vague or Ambiguous Language

If your document says “prices may vary” or “typically around $50,” your agent doesn’t know what to tell the client. Give it specific numbers, specific rules, and specific exceptions.

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Assigning Knowledge to Specific Agents

If you have multiple agents in your workspace, you can control which agents can access which files:
  • All agents — every agent can read this file (good for company-wide info like team structure, general policies)
  • Specific agents — only selected agents can access this file (good for role-specific info)
Example: You have a sales agent and a support agent.
  • The pricing guide is assigned to both (both need to reference pricing)
  • The cold outreach script is assigned only to the sales agent
  • The troubleshooting guide is assigned only to the support agent
You set this when creating or editing a knowledge document.

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Keeping Knowledge Files Updated

Your agent is only as accurate as your documents. When things change in your business:
  1. Update the relevant knowledge file with the new information
  2. That’s it. Your agent will use the new version the next time it references that file.
No retraining, no waiting, no restart needed.
Set a quarterly reminder to review your knowledge files. Pricing changes, policies get updated, new services get added. A quick review every few months keeps your agent accurate. You can even ask your agent to set up this reminder: “Every quarter on the 1st, remind me to review and update the knowledge files.”

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Industry Examples: What to Upload

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Real Estate Agency

  • Listing descriptions and pricing
  • Commission structure and fee schedule
  • Buyer/seller process walkthrough
  • Neighborhood guides and market data
  • Standard contract terms
  • Open house procedures

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Fitness Studio

  • Class schedule and descriptions
  • Membership tiers and pricing
  • Cancellation and freeze policies
  • Trainer bios and specialties
  • Corporate wellness packages
  • FAQ for new members

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Marketing Agency

  • Service packages and pricing
  • Case studies and portfolio examples
  • Client onboarding checklist
  • Content creation process
  • Standard timelines by project type
  • Social media platform guidelines

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Insurance Broker

  • Coverage types and descriptions
  • Carrier comparison charts
  • Quote calculation guidelines
  • Claims process walkthrough
  • Licensing and compliance requirements
  • Renewal procedures

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Event Venue

  • Venue capacity and layouts
  • Package pricing (food, bar, AV, decor)
  • Vendor lists and preferred partners
  • Day-of coordination procedures
  • Weather and cancellation policies
  • Setup and teardown timelines

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Troubleshooting

Check the pricing knowledge file — it’s likely outdated or missing the specific scenario. Update the file with the correct numbers and add calculation examples for edge cases.
This means you haven’t uploaded a knowledge file covering that topic. Create a document with the relevant information and your agent will start referencing it immediately.
Make sure the file title is clear and descriptive — “Pricing Guide 2026” is better than “Document1.pdf.” Also, if you have multiple agents, check that the file is assigned to the right agent.
The PDF must contain extractable text — not just scanned images of pages. If your PDF is a scan, convert it to text first using an OCR tool, or re-create the content as a text document.