Spaces & knowledge

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:

1. Tenant knowledge base — your product sheets, FAQs, and playbooked answers. Uploaded once in the console, shared by all agents you connect it to.
2. 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 Replace an outdated fee schedule instead of uploading a second version beside it — two conflicting versions mean retrieval roulette.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.