How retrieval works

- The retriever compares the user’s message to the name, sample questions, and content.
- It returns the closest few topics.
- The model selects one and generates a reply (and may trigger an action).
Types of knowledge base entries
We will now go through the broad categories that most knowledge base entries tend to fall into:Simple FAQ
Used when the agent just needs to answer a question with no follow-up or action required.Single turn
One message in, one message out.- Add a short, helpful reply in
content
. - Leave
actions
empty.

Multi turn
Ask a clarifying question before giving the answer.- Use branching inside
content
to structure the reply. - Leave
actions
empty.

Handoff
Used when the agent should offer to connect the user to a human agent.Offer
Agent replies, then offers to transfer.content
: Include the answer + offer.actions
: Triggertransfer_call
only if user accepts.

Direct
Immediate transfer with no agent reply.- Leave
content
empty. - Always run
transfer_call
inactions
.

Conditional
Transfer based on user clarification, for example, group size, request type.content
: Ask a disambiguating question.actions
: Map each answer to the correct destination.

SMS
Used when you want to follow up with a link or info through text.Offer
Offer to send a link by SMS.content
: Include a short message and ask for consent.actions
: If accepted, callstart_sms_flow
.

Conditional
Let the user choose which SMS to receive.content
: Ask a branching question.actions
: Map answers to differentsms_id
s.

Info only
Used for reference material (like opening hours or prices). No interaction or action required.- Fill
content
- Leave
actions
empty

Best practices
Do this:- Use specific topic names
- Add 5–10 realistic sample phrasings
- Keep replies short, helpful, and on-brand
- Use
actions
only when necessary - Split multi-part flows into separate turns or topics
- Bundling multiple intents into one topic
- Running more than one action per turn
- Using vague topic names like
Misc
,Help
, orInfo