Knowledge in Outreach

Objective

This article explains how Knowledge helps admins upload sales collateral into Outreach so that Account Assist and Personalization can produce more relevant, consistent, and trustworthy answers & emails by referencing customer-provided documents.

Applies To

• RevOps Leaders
• Outreach Admins / System Admins

Before you begin

Before uploading documents, make sure you have:

• Admin access to manage Knowledge documents in Outreach
• Sales collateral are ready (examples below)
• Documents that are clear, accurate, and up to date (avoid outdated messaging or obsolete pricing)
• An understanding of how Playground vs Account Assist vs Personalization channels work (recommended workflow is: test first → then promote)

Recommended document types (PDF, Word, or text files):

• Company overview
• Product positioning / feature overviews
• Personas, ICP, and pain points
• Value propositions and messaging frameworks
• FAQs and objection handling
• White papers
• Case studies and proof points
• Security / compliance documentation

Overview

Knowledge lets RevOps leaders and admins upload sales collateral into Outreach so that AI can generate better answers grounded in approved internal content.

Procedure

1. Log in to Outreach as an Admin.
2. Click Agents & AI > Knowledge.
3. Click Add content > upload files/ folders. Outreach processes and indexes the document content.
4. Put documents into channels, where you want AI to have access to them.
5. When a user asks a question in Account Assist, the system checks for relevant documents
   • If relevant content is found, Account Assist can reference it to form a stronger response
   • Users can see referenced materials in the response Sources (when available)
6. When selected documents are manually associated in Personalization
   • Personalization Agent get relevant content from the referenced documents.
   • It uses this content to improve personalized message
   • Learn more about the best practices

This approach is commonly referred to as Retrieval-Augmented Generation (RAG) — meaning the AI uses your trusted content to reduce inconsistency and increase confidence in responses.

Recommended workflow

1. Create a directory structure in Outreach for your documents.
2. Upload documents into Outreach
3. Add documents to the Playground channel
4. Validate content quality safely in the Ask in Playground chat. Here you can see AI answer with the documents in the Playground channel.
5. When tested, add documents into Account Assist channel or Personalization channel → enable approved content for real end-user workflows

Additional Information

Channels explained

Channels control where a document is allowed to be used:

• No channel selected
  Document is stored, but not used anywhere
• Playground
  Document is available for testing and validation in the Playground
• Account Assist
  Document is actively used to support Account Assist responses
• Personalization Agent
  Document can be selected to be used in Personalization

Document statuses

During upload and processing, documents may display statuses such as:

• Uploading – document is being uploaded
• Uploaded – upload finished successfully
• Processing – document is being parsed and indexed
• Processed – ready for use in channels
• Error – document could not be processed (details shown in UI)

Best practices

• Start with high-signal documents first (FAQs, value props, personas, case studies)
• Keep your library clean and relevant — adding too much low-quality content can reduce answer quality
• Always validate in Playground before promoting to Account Assist
• Prefer text-heavy documents (the system relies on extracted text)

Account Assist

• When use Knowledge search toggle is turned on in Account Assist, AI uses all documents which are in the Account Assist channel for generating the reply.

Personalization Assist

• All documents in Personalization channel are not automatically used by Personalization Agent. When users are defining Personalization, they can select up to 7 documents, which are already in the Personalization channel, to be used. Other documents will not be used even if they are already in the Personalization channel.

Limitations (example formatting)

Depending on your plan and configuration, Knowledge may enforce limits such as:

• maximum file size - 10MB
• total storage capacity - 500MB
• maximum number of documents - 1000

If you need higher limits, contact Outreach Support.