Knowledge Sources

Adding New Sources

Once you've enabled the feature, go to the Knowledge page. To add a new source to your base:

1. Open your desired collection in the repository. This can be the default collection or a custom collection you've created.

2. Look for the New Source button at the top right.

3. It will open a modal where you can upload a new source.

Supported File Types

• PDF (up to 10MB and 100 pages)

• TXT (up to 500KB)

• Additional supported formats coming soon

Advanced Settings

This modal presents two parameters:

• Windows length: Defines the size of each text segment retrieved for generating content. A larger window captures more context.


• Overlap: Sets how much consecutive windows (segments) share content to maintain coherence. Higher overlap improves content continuity.

After you added the sources, you will see them listed in the repository. On each bar, you can check all questions linked to it, view its content, edit, delete, and disable or enable it.

Edit and View

Click the pencil icon to update file, edit name or tags. If you change the file, we recommend updating the questions linked to the document. To view the contents of each document, click on its name and the file will open in a new browser tab.

Enable and Disable

You can disable and enable any document by just sliding the switch on the document bar. If disabled the switch shows the "off" status and the bar changes color. You can still update or delete the document; however, its content won't be included in the active knowledge base, including the Questions attached to it.

To re-enable the content, simply slide the switch back to the "on" status.

Questions

Although Knowledge is able to find answers without the need of creating Questions, you can use this resource to improve the system's capability to provide accurate and contextually relevant answers. The extraction of knowledge into questions enhances the agent's ability to match user inquiries with the right information.

You can also edit or customize the answers for each channel and to make sure it's up-to-date or consistent with the agent's voice tone, for example. Another use of Questions is to create questions-answers for specific cases without having to make a new generation request for the LLM model.

Utterance Examples

Just like in a Intent cell, insert here other ways in which users would request the same subject. For instance, when users want to know about visiting hours in a Hospital, they may ask it in different ways:

“Are hospitalized patients entitled to a full-time companion?”

“Do inpatients have the right to a full-time companion?”

“Can I accompany a hospitalized patient?”

Add different examples to your Questions to improve inference

Once you've added the utterances examples, proceed to the next step, where you can fine-tune the content. This process is similar to what you'd do in a regular answer cell, allowing you to incorporate buttons and/or technical text if needed.

After you click Save the question-answer pair will be stored in the Questions repository.

Assist Answer

Another great tool to help you save time and improve the quality of your answers. If enabled, the Assist Answer feature will show the same options available in the answer cell.

Request Timeout

It's the amount of time (in seconds) the virtual agent should wait for a response from the generative service. You can set this timeout value between 1 to 10 seconds, with the recommended default being 3 seconds. In case the request exceeds this time limit or times out waiting for OpenAI, the system delivers a Not Expected flow. This parameter can be configured in the Parameters section.

Formatting Best Practices

Preparing your sources for machine readability is crucial for optimal performance of the Knowledge feature. These guidelines will help you create high-quality, contextually rich documents that enhance retrieval and generation capabilities.

Key Formatting Recommendations

1. Define a clear structure and levels of content

• Use heading and subheading tags (H1, H2, H3, H4) to organize your content logically.

2. Leverage Paragraph Length and Context

Knowledge performs best with comprehensive, context-rich content. Consider these strategies:

• Combine Short Paragraphs: Merge brief, disconnected paragraphs about the same subject into more substantive, four-sentence paragraphs.

• Separate distinct concepts into different sections instead of embedding multiple ideas in one paragraph.

• Provide Comprehensive Context: Longer, well-structured paragraphs enable better inference and understanding.

Example Transformation:

2. Restructure List Content

Avoid bulleted lists by converting them into narrative paragraphs:

3. Handle Large Lists

For extensive lists, consider these approaches:

• Split into multiple, contextual paragraphs

• Create narrative descriptions

• Group items by categories or themes

4. Avoid Complex Formatting

• Skip Tables and Forms: Reformat content into flowing paragraphs

• Remove Irrelevant Elements: Eliminate headers, footers, addresses, and unnecessary summaries

• Prioritize Readability: Focus on clear, concise language

5. FAQ Preparation

When uploading FAQ documents:

• Remove question texts

• Upload only answers

• Ensure answers are comprehensive and self-explanatory

Additional Best Practices

• Use clear, concise language

• Maintain consistent formatting

• Provide context and background information

• Anticipate potential user queries

• If possible, use natural, conversational language.