The knowledge base (KB) is the brain of your agent. Each topic defines a single intent, how users might phrase it, what the agent should say, and what it should do next.
Well-structured entries keep answers clear, safe, and meaningful.
The agent does not see the whole knowledge base every time. Instead, it uses retrieval-augmented generation (RAG) to find the best match for the user’s message.
We will now go through the broad categories that most knowledge base entries tend to fall into:
Used when the agent just needs to answer a question with no follow-up or action required.
One message in, one message out.
content
.actions
empty.Example – Pet policy (single-turn)
Ask a clarifying question before giving the answer.
content
to structure the reply.actions
empty.Example – Pet policy (multi-turn)
Used when the agent should offer to connect the user to a human agent.
Agent replies, then offers to transfer.
content
: Include the answer + offer.actions
: Trigger transfer_call
only if user accepts.Example – Spa booking
Immediate transfer with no agent reply.
content
empty.transfer_call
in actions
.Example – Billing handoff
Transfer based on user clarification, for example, group size, request type.
content
: Ask a disambiguating question.actions
: Map each answer to the correct destination.Example – Room reservations
Used when you want to follow up with a link or info through text.
Offer to send a link by SMS.
content
: Include a short message and ask for consent.actions
: If accepted, call start_sms_flow
.Example – Golf info
Let the user choose which SMS to receive.
content
: Ask a branching question.actions
: Map answers to different sms_id
s.Example – Tee time booking
Used for reference material (like opening hours or prices). No interaction or action required.
content
actions
emptyExample – Opening hours
Do this:
actions
only when necessaryAvoid this:
Misc
, Help
, or Info
The knowledge base (KB) is the brain of your agent. Each topic defines a single intent, how users might phrase it, what the agent should say, and what it should do next.
Well-structured entries keep answers clear, safe, and meaningful.
The agent does not see the whole knowledge base every time. Instead, it uses retrieval-augmented generation (RAG) to find the best match for the user’s message.
We will now go through the broad categories that most knowledge base entries tend to fall into:
Used when the agent just needs to answer a question with no follow-up or action required.
One message in, one message out.
content
.actions
empty.Example – Pet policy (single-turn)
Ask a clarifying question before giving the answer.
content
to structure the reply.actions
empty.Example – Pet policy (multi-turn)
Used when the agent should offer to connect the user to a human agent.
Agent replies, then offers to transfer.
content
: Include the answer + offer.actions
: Trigger transfer_call
only if user accepts.Example – Spa booking
Immediate transfer with no agent reply.
content
empty.transfer_call
in actions
.Example – Billing handoff
Transfer based on user clarification, for example, group size, request type.
content
: Ask a disambiguating question.actions
: Map each answer to the correct destination.Example – Room reservations
Used when you want to follow up with a link or info through text.
Offer to send a link by SMS.
content
: Include a short message and ask for consent.actions
: If accepted, call start_sms_flow
.Example – Golf info
Let the user choose which SMS to receive.
content
: Ask a branching question.actions
: Map answers to different sms_id
s.Example – Tee time booking
Used for reference material (like opening hours or prices). No interaction or action required.
content
actions
emptyExample – Opening hours
Do this:
actions
only when necessaryAvoid this:
Misc
, Help
, or Info