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About the Knowledge Base Tool

Within the CRM's AI Agent builder, the Knowledge Base Tool allows you to equip an AI agent with a specific set of information it can search through to answer user questions. This tool connects the agent to a pre-built Knowledge Base, which can contain content from sources like your website, FAQ documents, structured tables, written text, or uploaded files. When a user asks a relevant question during a conversation, the agent will search this Knowledge Base and use the found information to formulate a precise and accurate response.

Setting Up the Knowledge Base Tool

To use this tool, you must first ensure you have a Knowledge Base ready, then configure it within an AI agent's workflow.

Step 1: Prepare Your Knowledge Base

The agent needs a source of information to search. Navigate to AI Agents > Knowledge Base in your CRM.

Either create a new Knowledge Base or select an existing one.
Populate it with the content your agent will need, such as website URLs, FAQ entries, text documents, or data tables.
Ensure the information is relevant to the types of questions you expect the agent to handle, like product details, support policies, or troubleshooting guides.

Step 2: Build Your AI Agent Flow

Open the AI Agent builder by going to AI Agents > Agent Studio. Create a new agent or open an existing one to access the workflow canvas.

Step 3: Add a Starting Trigger

The Knowledge Base Tool itself does not start an agent. You must first add a trigger to initiate the conversation. Common triggers include:

Chat Message: The agent starts when a new message is received in a chat, ideal for real-time Q&A.
Form Submitted: The agent activates when a form is submitted, allowing it to provide information based on the submission.
Lead Tag: The agent begins when a specific tag is applied to a contact, useful for sending tailored information.

Step 4: Add and Configure the AI Agent Node

Drag an AI Agent node onto your workflow canvas after the trigger. This node contains the logic for processing the conversation.

Open the configuration for the AI Agent node.
Locate and add the Knowledge Base Tool to the node's toolset.
In the tool's settings, select the Knowledge Base you prepared in Step 1 from the dropdown menu.
Configure when the tool should be used. You can set it to activate automatically for relevant queries or define specific conditions.

Testing and Best Practices

After configuration, use the testing feature within Agent Studio to simulate a conversation. Ask questions that should be answered by the content in your Knowledge Base to verify the agent retrieves and uses the correct information. For consistent results, ensure your Knowledge Base content is clear, well-organized, and covers the topics your customers are likely to ask about.