What belongs in it
Services, locations, hours, FAQs, policies, procedures, tone, pricing boundaries, promises, exceptions and escalation rules.
Each item needs a source, owner, approval state and version.
What does not belong in it
Passwords, unnecessary personal information, card data, health information, unverified claims and stale documents should not be uploaded simply because they exist.
A knowledge layer should be intentionally limited to the role it supports.
Why ownership matters
When two documents disagree, the AI should not decide which policy is current. A named person should approve the answer and retire the stale source.
Corrections should create a new version and an audit event rather than silently changing history.
How to begin
Collect the ten questions customers ask most often, the boundaries staff apply and the situations that always require a person.
That small approved set is more valuable than a large uncontrolled document dump.