Why it matters
Knowledge bases give your AI agents access to accurate, structured information. Attaching the right knowledge ensures agents provide correct answers, follow your policies, and remain consistent across both messaging and call interactions. Managing these knowledge sources properly helps prevent outdated or irrelevant content from influencing responses.
Key Concepts
Knowledge base: A collection of articles your agent can reference during conversations.
Knowledge selection: The process of attaching one or more knowledge bases to an agent.
Optional knowledge: Agents can operate without attached knowledge, relying only on instructions and settings.
Article updates: Changes to knowledge base content automatically apply to every agent using that knowledge base.
Step-by-Step: Manage Knowledge Bases for an Agent
Open your agent in the editor.
Navigate to the Knowledge base section.
Open the dropdown list of available knowledge bases.
Check the boxes next to the knowledge bases you want the agent to reference.
Uncheck any knowledge bases you want to remove.
Click Save to apply the changes.
Use Preview to test the agent and confirm that responses align with the updated knowledge.
Tips and Best Practices
Attach only the knowledge bases the agent truly needs to avoid irrelevant or conflicting responses.
Keep articles concise and well-structured to improve retrieval accuracy.
Update knowledge base content regularly so agents always reference current information.
When troubleshooting incorrect responses, check whether outdated or overly broad knowledge bases are attached.
Use separate knowledge bases for different workflows or departments to prevent content overlap.
After adding new articles, run a chat preview to ensure the agent interprets the content correctly.
Troubleshooting
Issue | Possible Cause | Fix |
Agent gives outdated answers | Knowledge base not updated | Edit or replace articles and save changes |
Agent references irrelevant topics | Too many knowledge bases attached | Remove unnecessary knowledge bases |
Knowledge not being used | No knowledge bases selected | Attach one or more knowledge bases in the editor |
Conflicting or inconsistent answers | Duplicate or overlapping content | Review and consolidate articles across knowledge bases |