Why it matters
Managing knowledge bases correctly ensures your agents respond using accurate, relevant, and approved information. Attaching the right knowledge bases prevents conflicting answers, reduces outdated responses, and keeps agent behavior aligned across chat and voice interactions.
Key Concepts
Knowledge base: A collection of pages containing information an agent is allowed to reference.
Knowledge base selection: The process of choosing which knowledge bases an agent can access.
Multiple knowledge bases: Agents can reference more than one knowledge base at the same time.
Draft vs published: Only the published version of a knowledge base is available to agents.
Automatic propagation: Updates to a published knowledge base apply to all agents using it.
Optional knowledge: Agents can operate without a knowledge base, relying only on instructions and settings.
Step-by-Step: Attach knowledge bases to an agent
Open Agents from the left sidebar.
Select the agent you want to manage.
Click Edit agent.
Navigate to Step 6: Knowledge bases.
Open the knowledge base dropdown.
Check the boxes next to the knowledge bases the agent should reference.
Uncheck any knowledge bases you want to remove.
Click Save to apply the changes.
Use Preview to test how the agent responds with the selected knowledge bases.
Step-by-Step: Update knowledge used by agents
Open Agents and go to Knowledge.
Select the knowledge base you want to update.
Enter edit mode to work in the draft version.
Edit existing pages or add new pages as needed.
Save your changes.
Click Publish to make the updated version live.
Confirm agent responses using Preview or live testing.
Step-by-Step: Remove or replace knowledge for an agent
Open the agent in Edit agent mode.
Go to Step 6: Knowledge bases.
Uncheck the knowledge base you want to remove.
Optionally select a replacement knowledge base.
Click Save.
Preview the agent to confirm responses reflect the change.
Tips and Best Practices
Attach only the knowledge bases the agent truly needs to avoid irrelevant or conflicting answers.
Use separate knowledge bases for different workflows, teams, or products.
Keep knowledge bases focused and avoid mixing unrelated topics in one collection.
Update knowledge bases whenever product behavior, policies, or workflows change.
After publishing updates, always preview the agent to validate responses.
If an agent answers incorrectly, first check which knowledge bases are attached.
Prefer multiple small, focused knowledge bases over one large, mixed source.
Troubleshooting
Issue | Possible Cause | Fix |
Agent gives outdated answers | Knowledge base was updated but not published | Publish the knowledge base so agents can access the latest version. |
Agent references irrelevant information | Too many or overly broad knowledge bases attached | Detach unnecessary knowledge bases and keep only relevant ones. |
Agent ignores knowledge entirely | No knowledge bases selected | Attach one or more knowledge bases in the agent editor and save. |
Conflicting or inconsistent answers | Overlapping or duplicated content across knowledge bases | Consolidate pages or remove duplicate content from one source. |
Agent behavior changed unexpectedly | Knowledge base was updated and auto-applied to all agents | Review recent knowledge base changes and roll back to a previous version if needed. |
Agent answers are too generic | Knowledge base content is vague or unfocused | Rewrite pages with clearer titles, structure, and specific language. |
Agent uses correct knowledge but in the wrong context | Multiple knowledge bases covering similar topics | Narrow scope of each knowledge base and reassign them intentionally. |