Knowledge base
Full page: Knowledge baseHow should I structure a topic?
Each topic should have:- A clear name: Use short, descriptive titles like “Refund policy” or “Store hours.”
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Example queries: Add 2–3 user questions to improve retrieval accuracy.
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Example for Refund policy:
- “How do I get a refund?”
- “Can I return a product for a refund?”
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Example for Refund policy:
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Content and actions: Separate what the agent says (content) from what it does (actions).
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Example for Payment issues:
- Content: “Did you use a credit card or PayPal?”
- Action: Trigger SMS with billing team details.
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Example for Payment issues:
Should I use smaller or larger topics?
- Larger topics: Better for agents using newer LLM models, because they can handle more context.
- Smaller topics: Easier for reporting and analysis, or for agents using older models.
How can I handle clarification questions?
Add a disambiguation prompt in the content.- Example:
- Topic: “Booking issues”
- Content: “Can you confirm if the booking was made online or over the phone?”
How do I manage out-of-scope queries?
Create an “Out-of-scope” topic or add instructions in global rules.- Example response: “I’m sorry, I can’t help with that. Please contact support.”
Rules
Full page: RulesWhat are global rules?
Global rules set consistent agent behavior across interactions. Use them for tone, scope, and task-specific instructions.-
Examples:
- “Always remain professional.”
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“Only answer questions about
<service>
.”
Should I include examples in global rules?
Yes. Examples clarify how the agent should behave.- Example rule: “If the user asks for repetition, respond with: ‘Let me repeat that for you.””
How should I plan for risky scenarios?
Identify high-risk situations (like refunds or emergencies) and add clear rules or topics.- Example for refunds: “Route all refund-related queries to a support specialist.”
Actions
Full page: Actions.What are actions?
Actions let the agent perform tasks like sending SMS, calling functions, or triggering handoffs. They are defined in the knowledge base, directly under the content field of a knowledge base item.- Example use case: A user asks about refunds, and the agent sends an SMS with a refund link.
Can I combine multiple actions?
Yes. You can trigger multiple actions for a single topic, like sending an SMS and initiating a handoff.What happens if an action fails?
Set up fallback actions, like redirecting to a global FAQ or retrying with a different template.Personality and role
Full page: About the agent.How do I set the agent’s personality?
Avoid generic prompts like “You are a helpful agent.” Use global rules or KB topics to set tone and boundaries.- Example: “Adopt a professional tone. Answer only questions about
<service>
.”
Is defining a role necessary?
It’s helpful for clarity. Add this in the “About” section or as a global rule.- Example: “You are a virtual agent for [Brand], focused on customer support.”
- Example: “You are a helpful hotel concierge, focused on resolving customer problems and managing reservations.”