Agent Chat & Knowledge

Training the Knowledge Base

Training the Knowledge Base involves creating, managing, and assigning Knowledge articles so the Agent can provide accurate and contextual responses during the Journey.

Overview #

Create knowledge

The Knowledge Base powers Agent Chat by providing structured information that the AI uses to answer Candidate questions. You control:

  • What information the AI knows
  • When it becomes available
  • Where it can be used in the Journey

Well-structured Knowledge ensures better, more relevant responses.

How to Configure #

1. Create Knowledge #

  1. Go to the Knowledge section.
Menu knowledge
  1. Click Add New.
Add knowledge
  1. Enter:
  • Title Sample knowledge title
  • Short Answer (optional, for quick replies) Sample knowledge short
  • Content (Markdown format) Sample knowledge
  1. Set Status to Active.
Knowledge status
  1. Click Save.

2. Assign Knowledge to an Agent #

  1. Open the Agent Editor.
  2. Go to the Agent Chat section.
Agent knowledge active
  1. Click Add Knowledge.
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  1. Select the Knowledge article.
  2. Click Add.

3. Configure Availability (Optional) #

Knowledge configure

After adding Knowledge, click Configure to control when it can be used:

  • Min Milestone — Defines when Knowledge becomes available (e.g., 0 = available from the start)
  • Step Lock — Restricts Knowledge to specific Steps (e.g., only available during onboarding Steps)

4. Rebuild Index #

Click Rebuild Index after:

  • Adding new Knowledge
  • Updating existing content

This ensures the AI uses the latest information.

What the Candidate Sees #

Access chat knowledge

In the Runner:

  • A "Chat with [Agent Name]" button is visible
  • The Candidate can ask questions at any time (if enabled)
  • Responses are generated based on available Knowledge

If Knowledge is restricted:

  • The AI will only answer based on what is currently unlocked
  • It may guide the Candidate to continue the Journey

How Knowledge Is Used by the AI #

Knowledge agent test

When a Candidate asks a question:

  1. The system searches assigned Knowledge.
  2. Filters based on Milestone / Step rules.
  3. Retrieves relevant content.
  4. Generates a contextual response.

The AI only uses:

  • Knowledge assigned to the Agent
  • Knowledge that is currently available

Tips #

  • Keep each Knowledge article focused on one topic
  • Use clear and simple language
  • Add Short Answers for common questions
  • Avoid exposing information too early
  • Regularly review and update content

Notes #

  • Knowledge is created at the Brand level
  • Must be set to Active to be used
  • Must be assigned to the Agent to be accessible
  • Availability can be controlled per Milestone or Step
  • Rebuilding the index may be required after updates

Last updated May 4, 2026