How to manually add knowledge to memory
Record a fact, a decision, or a process in company memory, and specify who can see it and whether agents can share it with customers.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Company memory stores what the team knows and isn't written down anywhere: a new rule, a decision from a meeting, a way of doing something. The AI suggests items on its own, but you can also write them directly.
Where to find it in Cognizy
Before you start
- Only the owner and admins can add to the entire company memory.
Step by step
- Step 1:
From the menu, open .
- Step 2:
Click Add.
- Step 3:
Choose the Type: Fact is a piece of information, Decision is something that was agreed on, and Process is a way of doing something. In What the company should remember, write one or two complete sentences.
- Step 4:
In Who can see it, choose Whole company, a department, or just you. Check Agents can tell this to customers if the information can come up in conversations; if left unchecked, only the team and Izy will use it. If the rule has a deadline, fill in Valid until.
- Step 5:
Click Add.
- Step 6:
What you write is already approved. Open the Approved tab to check it.
How to know it worked
The item appears in the Approved tab, and Izy and your agents start responding with this in mind.
If something goes wrong
The AI didn't use what I wrote.
Check that the item is in Approved, that it hasn't expired, and that the option for agents to tell customers is checked, when the reply is meant for a customer.
Next step
Update a piece of knowledge when the rule changes.
Sign in with your Cognizy account to save your progress.
Sign in