Skip to main content
Knowledge Search lets the agent look something up while it is talking. You point it at one or more knowledge bases and say what each one covers. When the conversation touches those topics, the agent searches rather than improvising.

​
Set it up

Create your content first under Knowledge Bases.
This one is not in Choose Skills. Look for it on the agent’s Data tab, in the Knowledge Bases section.
Click Add Knowledge Base and fill in two fields.
The Knowledge Bases section on the agent's Data tab, with an Add Knowledge Base button, rather than a chip under Choose Skills
Add as many as you need.

​
The second field is the important one

It is easy to treat “When should this be used?” as a label. It is not. It is the instruction that decides when the agent searches. The agent is told to reference a knowledge base whenever the conversation turns to the topics you describe. A description that does not match how customers actually talk means the agent never searches, and answers from the prompt instead.
Write it as the list of things a customer might ask about, in their words. You are not naming the document, you are naming the questions.
You can attach several knowledge bases with different topics, and the agent picks based on what is being discussed.

​
Where to go next