Training your agent (links, files, and text)
Training your agent is what makes HaloDesk useful.
Your agent can only answer questions based on the content you give it, so setting up the knowledge base correctly is critical for good AI responses and fewer escalations.
What “training” means in HaloDesk
Training an agent means:
Collecting content (links, files, text)
Storing it as the agent’s knowledge base
Teaching the AI to answer questions using that content
Each agent has its own, separate knowledge base.
Training with website links
When you create an agent using a website URL, HaloDesk automatically:
Finds all pages under that domain
Lists them as sources
Lets you choose which pages to include or exclude
You can:
Keep all pages selected
Unselect pages you don’t want the AI to learn from (for example: legal pages or marketing-only content)
Crawling single pages vs full domains
HaloDesk supports two link types:
Single page crawl
Best when you only want the AI to learn from one specific page.Domain crawl
Best for help centers or documentation sites (for example:help.yoursite.com).
When crawling a domain, you can:
Set a page limit (for example: crawl up to 25, 50, or 100 pages)
Include only specific paths
Exclude specific paths
This gives you full control over what content is used.
Uploading files (PDFs)
You can upload PDF files as knowledge sources.
Common use cases:
Product documentation
Onboarding guides
Internal manuals
FAQs
Uploaded files are indexed and treated the same way as website content.
Adding custom text snippets
Text snippets let you manually add information that:
Doesn’t exist on your website
Should override or clarify existing content
Is internal or operational
This is useful for things like:
Support policies
Edge cases
Temporary instructions
Storage limits (important)
Each agent has a storage limit, and your organization has a total storage limit across all agents.
Storage is calculated based on:
Number of crawled pages
File sizes
Text content
If you hit a limit, you’ll need to remove sources or purchase additional storage.
Updating sources and retraining
You can edit your knowledge base at any time:
Add new links
Remove outdated pages
Replace files
Update text snippets
After making changes, click Train to retrain the agent so the AI uses the latest content.
Training tips for best results
Focus on clear, factual content
Avoid duplicate or conflicting pages
Keep marketing copy out of support agents when possible
Retrain the agent whenever your documentation changes