How to Use Knowledge Base Triggers in Conversation AI
Understanding Knowledge Base Triggers
Knowledge Base Triggers allow you to define specific conditions under which your Conversation AI agent uses particular content from your Knowledge Bases during conversations. This gives you greater control over when critical information is presented, ensuring relevance and improving outcomes.
Types of Triggers
Always-On Trigger
Every Conversation AI agent includes one Always-On trigger that provides foundational knowledge available in all conversations. This should contain general information such as:
- Brand messaging and positioning
- Basic offers and pricing ranges
- Business hours and contact details
- Common FAQs and policies
The Always-On trigger serves as the default response source when no Smart Trigger conditions are met.
Smart Triggers
You can create up to three Smart Triggers per agent. These activate only when specific conditions occur in a conversation, allowing you to deliver targeted content at precise moments.
Examples of effective Smart Trigger use cases include:
- Showing property listings after a prospect shares budget and location details
- Presenting case studies when objections or hesitation are expressed
- Providing pricing information when a prospect asks about costs
Structuring Your Knowledge Bases
For optimal trigger performance, organize your content into separate Knowledge Bases:
- General FAQs and basic information
- Product or service details
- Case studies and testimonials
- Policies and compliance information
- Onboarding or implementation guides
Attach broad content to your Always-On trigger and specific content to your Smart Triggers. Each trigger can use up to seven Knowledge Bases.
Setting Up Smart Triggers
Step 1: Access Bot Training
Navigate to AI Agents → Conversation AI, select your agent, and open the Bot Training tab.
Step 2: Configure Always-On Trigger
Ensure your general Knowledge Bases are attached to the Always-On trigger and remove any highly specific content that belongs in Smart Triggers.
Step 3: Create a Smart Trigger
Click Add Trigger, provide a clear name, and write your condition using plain English that describes when the trigger should activate.
Step 4: Attach Knowledge Bases
Select up to seven relevant Knowledge Bases that contain content appropriate for the trigger's purpose.
Step 5: Test Your Configuration
Use the preview feature to simulate conversations and verify that triggers activate at the right moments with the correct content.
Step 6: Add Additional Triggers
Create up to three Smart Triggers to cover different conversation stages such as qualification, objections, pricing discussions, or booking processes.
Best Practices
- Design triggers around distinct conversation stages
- Keep each trigger focused on a single purpose
- Avoid attaching too many Knowledge Bases to one trigger
- Use clear, natural language for trigger conditions
- Test and refine your triggers regularly
- Implement clear naming conventions for easy management
Frequently Asked Questions
Do I need to configure Smart Triggers?
No. Without configured triggers, your Conversation AI will continue to function using its general knowledge and judgment.
What happens if no trigger conditions are met?
The Always-On trigger will handle the response using its attached Knowledge Bases.
How many Knowledge Bases can I use per trigger?
Each trigger can use up to seven Knowledge Bases.
Who can configure triggers?
Users with Conversation AI training permissions can configure Knowledge Base Triggers.
How should I write effective trigger conditions?
Use clear, natural language that focuses on specific conversation moments rather than vague concepts.