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Provide Custom Instructions

In the KB agent panel, add custom instructions to guide how the agent queries information from your documents.
Examples:
  • “Always cite document titles when giving answers.”
  • “For shipping policy questions, reference only the official policy doc.”
Use clear, rule-based instructions to keep answers aligned with company policies.

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Provide Tools for Dynamic Data

The KB agent can also use tools for real-time or dynamic data.
  • Assign APIs or existing tools that supplement static documents.
  • Example: Provide a subscription status API so the agent checks a user’s account before answering.
This enables context-aware answers that combine static documentation with live data.

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Personalize Responses with Variables

Pass user variables into the KB agent for precise, personalized responses.
  • Example: Pass user_type = premium.
  • The agent can then provide 14-day returns for premium users and 7-day returns for standard users.
Variables allow one KB agent to serve multiple customer tiers without duplicating content.

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Adjust AI Settings

Fine-tune the KB agent’s performance in the AI settings:
  • Model — choose the underlying AI model (e.g., GPT-4, GPT-4o)
  • Temperature — lower for consistent support answers, higher for creativity
  • Max tokens — control the length of responses
Start with low temperature (0.2–0.4) for accuracy. Increase only if responses feel too rigid.