Manage Knowledge on Your Mac

Add and maintain approved files for the active EmailOS account, then check each source before you rely on it in a draft or answer.

Choose a source

Open Manage Knowledge for the account you want to change. In Files, choose Add folder for a directory, or add a PDF, Markdown, or plain-text file.

Keep passwords, tokens, private credentials, and unrelated account material out of Knowledge. Read the source first. A familiar filename does not make its contents accurate.

Add and check it

Confirm the account name in the header before you add anything. The source belongs to that account, not to every account on your Mac.

After adding a source, check its visible status. Queued, Ingesting, Indexed, and Failed describe progress; they do not promise that every answer can use the source.

Wait for the status to settle, then check the source in the context where you plan to use it. If the status reports a problem, keep the item unresolved until the visible state changes.

Replace or remove

Open a file row menu and choose Replace when a document is outdated. Select the newer file, then check its name, date, and status.

Choose Remove when a source no longer belongs in the account. Confirm the account and filename first. Removing a row affects that account only.

Use Show in Finder when you need to inspect the local file. Keep a copy only when your organisation's retention rules allow it.

Keep sources useful

Use the narrowest source set that answers the question. Separate personal material from team material, even when filenames look alike.

Compare the modified date with the document's revision or effective date. A recent file date can mean that a copy moved; it does not prove that guidance changed.

When a source informs a decision, note its filename, relevant section, and review date. If two approved sources disagree, ask the source owner to resolve the difference.

Knowledge has separate views for FAQs, Relationships, Topics, Voice, and Agents. Use the matching view for those tasks; use Files for source documents.

Keep account boundaries

Review the active account before every add, replace, or remove action. Similar filenames can hide different owners or purposes.

Use Topics for summaries and pinned facts, Voice for writing preferences, and FAQs for maintained answers. Change the smallest item that fixes the problem.

If a source informs a customer decision, keep the relevant section close to your note. Distinguish what the source says from your interpretation, and mark open questions clearly.

Recover safely

If no account is selected, choose one before adding or changing a source. If a file is rejected, check that it is PDF, Markdown, or plain text, or choose Add folder.

If a source stays Queued, Ingesting, or Failed, check the account, filename, and visible status. Ask support for help without sharing private content, credentials, or tokens.

Keep the source owner involved when guidance changes. Remove material that no longer serves the account or the question carefully.