BetaManage Breeze context with knowledge vaults

In Breeze Studio, you can set up knowledge vaults that provide agents and assistants with additional context about your business. For example, you can upload PDFs with descriptions of your products or link to all contacts created from a specific campaign.

Understand limitations and considerations

• You can have up to 50 separate knowledge vaults at the same time.
• Agents and assistants will use the most recent version of any records added to knowledge vaults.
• Knowledge vaults can't be saved without at least one file or CRM object attached.

Create knowledge vaults

A default knowledge vault will be created using the data sources set in AI settings for context about your business. To create custom knowledge vaults for additional context:

1. In your HubSpot account, navigate to Breeze > Knowledge.
2. In the top right, click Create vault.
3. In the right panel, enter a name for the vault in the Name field.
4. In the Description field, enter a description of the context you'll be adding to this vault.
5. In the Files section, click Add and select the relevant files from your device.
   • Upload files in the following formats: .pdf, .md, .html, .pptx, .txt (UTF-8 encoding only), and .docx.
   • Upload image files in the following formats: .jpeg, .png, or .webp (up to 10 MB per file).
6. In the Content section, click the Add dropdown menu and select a content type (e.g., Knowledge base articles).
   • To choose specific content, select the checkbox next to each asset. 
   • To select all content, toggle the Select all switch on.
   • Click Add [assets] in the bottom right.

7. In the Segments (Lists) section, click Add. 
   • In the search field, enter the name of a segment. 
   • To filter the available segments, click the Status (e.g., Active or Static) or Object (e.g., Contacts, Companies, Deals, or Tickets) dropdown menus, and select an option. 
   • To choose a segment, select the checkbox next to the segment.
   • Click Add segments in the bottom right.

8. To add additional files, content, or segments, click Add, then repeat the relevant sections. 
9. When finished, click Create.

Edit knowledge vaults 

1. In your HubSpot account, navigate to Breeze > Knowledge. 
2. Click a knowledge vault's card. 
3. In the right panel, click the ellipsesIcon menu icon and select Edit to customize the name and description. Then click Save.
4. To add a new file, click Add in the Files section, then upload a file. 
5. To add content or segments, click Add in the Content or Segments (List) sections and select an option.
   • For knowledge base articles, landing pages, blog posts, and calls, select the checkbox next to each asset you want to add, then click Add [asset].
   • For segments, click Add, clear or select the checkbox next to the segment. Then click Add segments.
6. To remove a file, asset or segment, click the remove remove icon next to its name. 
7. When finished, click Save.

Delete knowledge vaults

When you remove a knowledge vault from an agent or assistant, that knowledge vault stays in your account. To permanently delete a knowledge vault: 

1. In your HubSpot account, navigate to Breeze > Knowledge. 
2. Click the knowledge vault's card.
3. In the right panel, click the ellipsesIcon menu icon and select Delete.
4. In the dialog box, click Delete vault.

Manage an agent or assistant's knowledge vaults

Once you've created knowledge vaults, you can add them to any agent or assistant in Breeze Studio. 

1. In your HubSpot account, navigate to Breeze > Breeze Studio.
2. Hover over the agent or assistant and click theverticalMenumenu icon, then select Configure. 
3. In the What this agent knows section of the editor, click Add knowledge. 
4. In the right panel, hover over a knowledge vault and click Add. Repeat for each knowledge vault you want to use. 
5. To review the contents of a knowledge vault, hover over the knowledge vault and click View details or View in settings. 

6. To remove a knowledge vault from this agent or assistant, hover over the knowledge vault and click Remove. 
7. When finished, click X to close the right side panel. Then click Publish in the top right. 

Understand default properties included in knowledge vaults

Knowledge vaults include HubSpot default properties. Learn more about default contact, company, deal, and ticket properties. To view the properties for each object, click to expand the applicable section:

Example: Use a segment-based knowledge vault in a custom assistant

Build a custom assistant that helps users surface insights from recent support tickets. For example, summarizing frequent issues reported in the past week, spotting regional trends, or identifying spikes in certain ticket types.

Create a segment for recent tickets

1. In your HubSpot account, navigate to CRM > Segments.
2. Create an active segment on “Tickets” filtered to only include tickets created in the last 30 days (or “last 7 days,” depending on how fresh you want the data).

Learn more about creating segments.

Create a knowledge vault using the segment

1. In your HubSpot account, navigate to Breeze > Knowledge.
2. In the top right, click Create vault. 
3. Enter the knowledge vault details:
   • Name: Recent tickets in [X] region.
   • Description: Support tickets within the last 30 days filed in [X] region.
4. In the Segments section, click Add, and select the new segment. You can add more than one segment to a knowledge vault, but the other segments need to be a different object type. For example, one segment on tickets and one on contacts.

Learn more about creating knowledge vaults.

Attach the knowledge vault to a custom assistant

1. In your HubSpot account, navigate to Breeze > Breeze Studio.
2. Click the Assistants tab.
3. To create a new assistant, click Create assistant in the top right. To edit an existing assistant, hover over the assistant's card, then click the menu icon and select Configure. 
4. In the Set the information this assistant can access section, for the Knowledge sub-section, click Add knowledge to add the knowledge vault you created with the ticket segment.
5. When you've finished editing and testing the assistant, click Publish in the top right to make the assistant available to users in Breeze Assistant. 
   

Learn more about creating or customizing assistants.

Use cases

Here are some example prompts that users could use with the new assistant, including example output: