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The agent answers from material you give it. When a search finds nothing, it says it does not know rather than inventing an answer — that behaviour is the point, and it is what makes the answers worth trusting.

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Ways to add material

Paste a URL. Good for a returns policy or a pricing page you want indexed on its own.
Paste your homepage and choose a depth of 1 to 3 levels. You see the list of pages found and pick which ones to index before anything is ingested — a crawl is a proposal, not a commitment.
Reaches pages a crawl cannot: unlinked pages, pages only reachable from search, anything not in your navigation. If a crawl missed something important, this is usually why.
For the policies that live in someone’s head rather than on a page. Often the highest-value thing you will add.
.txt, .md, .csv and PDFs with a text layer.CSVs are chunked row by row, so a price never gets separated from its product.

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What is not supported

Scanned documents do not work. There is no OCR. A PDF that is really a photograph of a page will ingest and contribute nothing, which is worse than failing loudly — so check that you can select the text in your PDF before uploading it.Also unsupported: images, video, and Word or Excel files. Export to PDF, CSV or text first.

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Getting good answers

Fewer, better pages. Four hundred pages of navigation chrome make retrieval worse, not better. Index the pages that answer questions. Write the answer down somewhere. If three customers a week ask something your site never states, no amount of crawling will find it. Paste it in as text. Check the gaps report. Analytics lists the questions the agent searched for and found nothing on. Each row is something worth adding — it is the most directly useful page in the product.

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Knowledge and language

You do not need a knowledge base per language. Keep your material in one language; the agent translates as it answers, in whichever of the 37 supported languages the customer is using.