Knowledge & Collections
Teach your agent what it needs to know — your products, policies, and FAQs — so every answer is grounded in your real content.
An agent is only as helpful as what it knows. Collections are how you teach yours. A collection is an organized home for a particular kind of knowledge — your product catalog, your help articles, your venue listings — that the agent can search to answer questions accurately, from your content rather than guesswork.
This is what separates a trustworthy agent from a confident-sounding one. When the answer is grounded in a collection, it's your answer.
The big idea
You pour in knowledge; Vivollo organizes and indexes it; the agent retrieves exactly the right piece at exactly the right moment. You don't manage any of the plumbing — you add content and the agent gets smarter.
Three things make up a collection, and the next few pages take them one at a time:
- A template — the blueprint that fits the kind of knowledge you're storing (products work differently than FAQs). → Templates
- Sources — where the content comes from, kept fresh automatically. → Adding content
- Fields & filters — the structure that lets the agent search precisely. → Fields & filters
And once it's all in place, how retrieval works explains the magic that finds the right answer.
A quick mental model
Imagine two very different questions:
- "What's your return policy?" — the answer is a paragraph buried in a help article. The agent needs to find the passage that matters.
- "Do you have a black dress under 500 TL in size 38?" — the answer is a precise slice of your catalog. The agent needs to filter.
Collections handle both. Prose-heavy knowledge (the policy) is stored so the agent can find the right passage by meaning. Structured knowledge (the catalog) is stored with fields the agent can filter on — price, color, size, stock. The template you choose sets this up for you automatically.
Why grounding matters
Left to its own devices, any AI will occasionally make something up that sounds right. Collections are the antidote. When the agent answers from your collection, it's drawing on content you control and can correct — and it can point to where the answer came from. The discipline is simple: if it should be in an answer, it should be in a collection.
The fastest way to improve an agent isn't tweaking its personality — it's feeding its collections. Most "wrong" answers are really missing knowledge. Notice the gap, add the content, and the next customer gets it right. Insights → Knowledge Gaps even automates spotting those gaps.
Where to start
If you're setting up your first collection, the natural path is:
- Pick a template that matches your content.
- Add a source or two — paste text, point at your site, or connect your store.
- Ask your agent a few real questions and watch it answer from what you added.
Let's start with templates — choosing the right one does most of the work for you.