Overview #
Agent Chat provides guided, contextual support to Candidates as they move through a Journey. It allows Candidates to:
- Ask questions at any Step
- Receive instant, relevant answers
- Stay within the flow without needing external support
All responses are powered by Knowledge articles that you define and control.
How to Access It #
Candidates can access Agent Chat directly from the Runner:
- A "Chat with [Agent Name]" button is visible in the interface
- Clicking the button opens the chat panel
- The chat is available throughout the Journey (depending on configuration)
How It Works #
- Candidate opens Agent Chat.
- Candidate asks a question.
- The system processes the input.
- Relevant Knowledge is retrieved.
- AI generates a response based on that Knowledge.
- The answer is shown instantly in the chat.
If no relevant Knowledge is found, the AI may provide a general response or guide the Candidate back to the current Step.
What Is Knowledge #
Knowledge is a set of structured articles that the Agent uses to answer Candidate questions. Each Knowledge item includes:
- Title
- Short Answer (optional, for quick replies)
- Content (Markdown format)
Only Knowledge with Active status is used by the AI.
How the Agent Uses Knowledge #
Knowledge is not automatically used by all Agents. To be used:
- Knowledge must be added to the Agent in the Agent Chat settings
- The Agent then uses this selected Knowledge to answer questions
When a Candidate asks something:
- The system searches the assigned Knowledge
- Relevant content is retrieved
- The AI generates a response based on that content
Better and more structured Knowledge leads to more accurate and helpful responses.
Why This Matters #
- Reduces Candidate confusion
- Keeps users engaged in the Journey
- Ensures consistent and controlled messaging
- Minimises the need for manual support
Notes #
- Knowledge is created at the Brand level but assigned per Agent
- Only Active Knowledge is used
- Agent Chat must be enabled for Knowledge to be used
- Knowledge availability can be controlled by Milestone or Step