Spaces & knowledge
How isolation works, and how to organize documents so retrieval stays sharp.
Spaces: the privacy boundary
Every end user's data lives in spaces. A space scopes three things: chat sessions, documents, and long-term memories. Scoping is enforced with Postgres row-level security — not application code — so one customer's conversations can never leak into another's context.
Agents participate in a space only when added as a member. An empty space answers no one; this is deliberate ("empty space = closed").
Practical consequences:
- A returning customer continues where they left off — same space, same memory.
- Two customers asking identical questions get answers colored by their own history only.
- Deleting a space removes its sessions, space documents, and memories together.
How retrieval works
Documents you upload are parsed, split into chunks, embedded, and stored (chunk text is field-encrypted at rest). At question time the agent embeds the query and does a vector search over your knowledge — grounding the answer in your documents instead of the open internet.
Tenant knowledge vs. space documents
Two layers of documents feed retrieval:
- Tenant knowledge base — your product sheets, FAQs, and playbooked answers. Uploaded once in the console, shared by all agents you connect it to.
- Space documents — files a specific customer uploads in conversation ("here's my contract"). Visible only inside that space.
Keeping retrieval sharp
- Prefer several focused documents over one 200-page compendium — chunk boundaries follow your document structure.
- Name documents descriptively; titles are retrieval signals.
- Refresh, don't append. Replace an outdated fee schedule instead of uploading a second version beside it — two conflicting versions mean retrieval roulette.
- Supported formats: PDF, Word (
.docx), HTML/web pages, and plain text/Markdown.
Memory
Beyond documents, agents write long-term memories per user-and-space: stated preferences, key facts, commitments made. Memories are retrieved alongside knowledge and make follow-ups feel like a continuation instead of an interrogation. You can review and delete memories in the console.