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One of the most common questions when setting up an assistant is: “Where should I put this information?” The answer depends on whether the information defines how your assistant behaves or what your assistant knows. Getting this right is the single biggest factor in how well your assistant performs. Put pricing in Instructions and it gets buried. Put personality rules in Knowledge and they get ignored. This guide gives you a clear framework.

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The Core Difference

Instructions define behavior. They tell your assistant how to act, what tone to use, what rules to follow, and when to escalate. Knowledge provides facts. It gives your assistant the actual information it needs to answer questions: pricing, policies, product details, schedules, and documentation. Think of it this way:
  • Instructions = the employee handbook (how to do your job)
  • Knowledge = the product catalog and reference binder (what you need to look up)
A good rule of thumb: if the information changes when your business updates a policy, product, or price, it belongs in Knowledge. If it changes when you want your assistant to behave differently, it belongs in Instructions.

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Quick Reference

InformationWhere It GoesWhy
Business personality and toneInstructionsDefines behavior, not facts
Opening hoursInstructionsShort, stable, behavioral context
General pricing (2-3 tiers)InstructionsQuick reference the assistant always needs
Detailed pricing lists (10+ items)KnowledgeToo long for instructions, needs search
Product catalogsKnowledgeLarge, structured data
Return/refund policiesKnowledgeDetailed, may change, needs exact wording
FAQ documentsKnowledgeSearchable reference material
Class schedules / menusKnowledgeStructured data that changes regularly
Escalation rulesInstructionsBehavioral rules
Greeting and closing messagesInstructionsDefines conversation style
Troubleshooting guidesKnowledgeStep-by-step reference material
Images and documentsKnowledgeOnly Knowledge supports file uploads
Agent-specific workflowsInstructionsDefines how to handle scenarios
Legal disclaimersKnowledgeExact wording matters, reference material

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When to Use Instructions

Instructions are for anything that shapes how your assistant communicates and makes decisions. Keep them concise and action-oriented.

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What belongs in Instructions

Identity and personality 
You are the friendly concierge for Sunrise Yoga Studio.
Be warm, welcoming, and patient with beginners.
Short, stable facts the assistant always needs 
Our opening hours are Monday to Friday, 9 AM to 6 PM.
We are located at 123 Wellness Way, Downtown.
Response rules 
Keep responses under 3 sentences when possible.
Never guess pricing. Always refer to the knowledge base.
Always confirm booking details before finalizing.
Escalation rules 
If a customer asks for a refund, transfer to a human agent.
If you are unsure about something, offer to connect with a team member.
Greeting and closing patterns 
Always greet customers by name when known.
End conversations with: "Let me know if there's anything else I can help with!"
Action-specific behavior 
After payment is verified, always send a confirmation email and calendar invite.
Never suggest booking outside of Google Calendar.
Do not put large blocks of factual content in Instructions. Long instructions increase token usage on every single message, raising costs. They also make it harder for the assistant to find the behavioral rules that actually matter. Learn more about pricing

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When to Use Knowledge

Knowledge is for any factual content your assistant needs to look up and reference. The assistant searches Knowledge when relevant, so it only pulls in what it needs for each conversation.

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What belongs in Knowledge

Detailed product information
  • Product catalogs with descriptions, specs, and images
  • Feature comparison tables
  • Inventory or availability data
Pricing and packages (when detailed)
  • Full pricing tables with tiers, add-ons, and conditions
  • Long pricing lists with many items
  • Subscription details and billing terms
Policies and procedures
  • Return and refund policies
  • Terms of service
  • Cancellation rules
  • Shipping information
Guides and documentation
  • Troubleshooting steps
  • How-to guides
  • Onboarding documentation
  • Setup instructions
Frequently asked questions
  • Common questions and their exact answers
  • Pre-written responses for sensitive topics
Schedules and structured data
  • Class schedules, menus, event calendars
  • Staff bios and specialties
  • Location details with directions
Files and media
  • PDF documents, Word files
  • Product images and diagrams
  • Any content from your website
Knowledge supports three content types: Files (PDF, Word, text, markdown up to 50 MB each), Text (paste content directly), and Website (crawl a URL). Use whichever fits your source material best. See the Knowledge documentation for details on each content type.

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The Gray Area

Some information could reasonably go in either place. Here is how to decide:

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Short and stable? Use Instructions.

If the information is a few lines and rarely changes, it is fine in Instructions. Your assistant will always have it immediately available. 
We offer three plans: Starter ($29/mo), Pro ($79/mo), and Enterprise (custom).

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Long or detailed? Use Knowledge.

If you need more than a few lines to explain it, move it to Knowledge. This keeps your Instructions focused and reduces per-message costs. 
# Pricing Plans

## Starter - $29/month
- 5 team members
- 1,000 messages/month
- Email support
- Basic analytics
...

## Pro - $79/month
- 25 team members
- 10,000 messages/month
- Priority support
- Advanced analytics
- Custom branding
...

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Changes frequently? Use Knowledge.

If you update this information regularly (seasonal menus, weekly schedules, rotating inventory), put it in Knowledge. It is much easier to update a Knowledge item than to edit Instructions every time something changes.

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Needs exact wording? Use Knowledge.

For legal text, compliance language, or any content where the exact phrasing matters, use Knowledge. The assistant will reference the source directly rather than paraphrasing from memory.

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Common Mistakes

This bloats every message with unnecessary context. Your assistant processes the full Instructions on every single message, so longer instructions mean higher costs and slower responses. Move FAQs to Knowledge where they are searched only when relevant.
Rules like “always be friendly” or “never discuss competitors” get lost when placed in Knowledge. The assistant searches Knowledge for factual answers, not behavioral guidance. These rules belong in Instructions where they are always active.
Having pricing in both Instructions and Knowledge creates confusion. If one gets updated and the other does not, your assistant may give inconsistent answers. Pick one place and keep it there. If you put detailed pricing in Knowledge, just add a note in Instructions: “For pricing questions, always reference the knowledge base.” See Context Engineering for how to set up source priority rules.
Instructions should be a concise guide for behavior, not an encyclopedia. If your Instructions are longer than a page of text, you probably have factual content that belongs in Knowledge.

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Putting It Together

A well-configured assistant uses both layers working together. Instructions tell the assistant how to use the Knowledge, and Knowledge gives it what to say. Example: Instructions referencing Knowledge 
## Pricing Questions
When customers ask about pricing, always check the knowledge base for current
plans and pricing. Never guess or make up prices. If the knowledge base does
not have the answer, say: "Let me connect you with our team for the latest
pricing details."

## Refund Requests
For refund requests, reference our refund policy in the knowledge base.
If the request falls outside the documented policy, transfer to a human agent.
This pattern keeps Instructions lean and behavioral while letting Knowledge handle the detailed, searchable content.

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Next Steps

Writing Effective Instructions

Learn how to craft clear, effective instructions that shape your assistant’s behavior

Knowledge

Learn how to add and manage your assistant’s knowledge base