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A text snippet is the quickest way to drop a piece of knowledge in — a pricing paragraph, an opening-hours note, a shipping policy. No file wrangling, no crawl.

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Add a snippet

1

Open Knowledge

Sidebar → Knowledge → New source → Text snippet.
2

Give it a name

Something you can find later: “Shipping policy”, “Pricing 2026”, “EU return window”.
3

Paste the content

Plain text. Markdown headings work — use them to help structure long snippets.
4

Pick an agent and save

The snippet is indexed within seconds.

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Good snippets

  • Are about one topic — one snippet per policy, not a mega-doc with everything.
  • Are ~100–500 words. Shorter loses context; longer gets chunked anyway.
  • Have explicit answers, not marketing fluff. “We ship to 27 EU countries in 3–5 business days.” beats “We believe in delighting customers with fast delivery.”
  • Mention the specific terms customers use — if they say “return”, write “return”, don’t only write “refund”.

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Example

This snippet answers a dozen real customer questions — delivery time, cost, free-shipping threshold, same-day dispatch, non-EU destinations.

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Snippet vs Q&A pair

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Editing a snippet

Click the snippet row in Knowledge → edit → save. Changes are re-indexed immediately.

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When snippets outperform crawls

Crawls are broad but noisy. When an answer is wrong or missing, adding a crisp snippet is almost always faster than recrawling — and the snippet wins over the crawl’s noisier version in search.