Connecting Your Knowledge Base

Documentation Index

Fetch the complete documentation index at: https://docs.asapp.com/llms.txt

Use this file to discover all available pages before exploring further.

Your knowledge base is crucial for GenerativeAgent to provide accurate and contextually relevant responses to users. You have full control over which topics you include, their update frequency, and how you deploy those updates. All content and update management occurs within the ASAPP dashboard.

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Understanding Topics

Topics are KB articles. An article can range from a small, targeted snippet to a broader piece covering multiple related intents — the right scope depends on the content. GenerativeAgent chunks articles internally and surfaces only the relevant chunks each turn, keeping the context tight. Handoff and Task references attached at the article level are always included regardless of which chunk surfaces, so GenerativeAgent always sees where the article would route. Each Topic article can direct GenerativeAgent toward one or more resolution paths:

• Answer from content: GenerativeAgent responds using the article content directly.
• Task reference: The article points to a Task to run a deterministic workflow (e.g., looking up account info, processing a refund).
• Handoff reference: The article points to a Handoff to route the conversation to a human agent queue.

Retrieval uses the Topic’s name, content, and sample questions for semantic matching. More focused articles tend to produce more accurate matches; for voice interactions, tighter scope also helps with latency.

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Configuring Your Knowledge Base

GenerativeAgent’s Knowledge Base stores reference material used to answer customer questions, both explicit (“What is the return policy?”) and implicit (“I don’t understand ‘eligible for store credit’”). GenerativeAgent determines if a question should be answered from the Knowledge Base and searches for the most relevant content. To configure your Knowledge Base:

1. Import your knowledge base
2. Configure sync and deployment preferences
3. Deploy knowledge base topics

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Step 1: Importing Your Knowledge Base

You can import content by following these steps:

1. Navigate to GenerativeAgent > Knowledge > Sources in CXP
2. Click Add content
3. Choose from:
   • Import from URL
   • Import from Zendesk KB
   • Custom Knowledge Base Connector
   • Upload PDF
   • Add via API

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Step 2: Configure Sync & Deployment Preferences

When adding or modifying a content source, you have advanced control over how and when it syncs and how updates are deployed to production. Automatic update options:

• Enable with review notification Scrapes and cleans content every 24 hours. Updates require manual review before deployment.
• Enable with auto-deployment Scrapes and cleans content every 24 hours. The system immediately deploys updates to production, bypassing the review process.
• Turn off Import content only once. No automated updates.

You can adjust this setting anytime in the content source management screen. The system visually indicates the current sync mode for each source.

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Step 3: Deploying Your Knowledge Base

Once you have configured your sync preferences, click on Import Content to start the initial import. The system will scrape the source for content, split it into logical chunks, and organize it into Topics. After the initial import is complete, deploy your Knowledge Base and changes to your desired environment for GenerativeAgent. This ensures users receive the most accurate and timely information. You manage deployment as part of the GenerativeAgent deployment process.

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Reviewing Imported Content

By default, imported content (from URL/API) requires review and publishing (unless auto-deploy is enabled for the source or topic). If content is pending review, it will be highlighted in the Updates tab of the Topic.

If the system updates a topic (by new crawl or API update), the same rules apply:

• Requires re-review if the parent content source is in review mode
• Deploys instantly if in auto-deploy or frequent refresh mode

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Visual Indicators & Notifications

• The system shows sync and deployment status both for sources and individual topics.
• Recent auto-sync and deployment activity can be reviewed in audit logs or dashboards.

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Optimizing Topic Retrieval

Boost GenerativeAgent’s accuracy and retrieval behavior by leveraging:

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Sample questions

Add typical customer questions to each Topic to help surface relevant content. For example, for a Topic about “Return Policy”, you might add sample questions like:

• “What is your return policy?”
• “How do I return an item?”
• “Can I get a refund?”
• “How long do I have to return something?”
• “I need to make a return”

Sample questions help in semantic retrieval accuracy, but should be used sparingly to avoid over-prescription of the system.

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Additional Instructions

Use additional instructions to provide GenerativeAgent with context or guidance that isn’t captured in the Topic content itself. For example, if your FAQ lists a phone number for customers to call, you can instruct GenerativeAgent to attempt to resolve the issue before offering that option. Add the instruction to the relevant Topic to control this behavior.

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Topic Metadata

Use metadata to ensure GenerativeAgent uses specific topics only for relevant tasks.

1. Navigate to the topic and click + Add Tag, the Attributes interface will appear.
2. In the Attributes interface, click + Add Metadata to add or modify metadata keys.
3. Add a key and value that corresponds to metadata.
4. Click Done to save the metadata to the topic.

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Search & Filter

Easily find or bulk manage topics using metadata, status, content source, creator, or deployment state. Search for specific topics in the search bar or use filters to narrow down topics based on: -Created by: Filter topics by the user who created them. -Deployment status: Filter topics based on their deployment status (e.g., Draft, Deployed). -Source: Filter topics based on their content source (e.g., URL, API). -Updates: Filter topics based on their last updated time (e.g., last 12 hours, last 30 days).

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Preview

Quickly test live how GenerativeAgent uses your knowledge base:

1. Click “Previewer” in the top right of the CXP
2. Start a test conversation to see answers pulled from your knowledge base

For more details, see the Previewer guide.

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Next Steps

Explore further integration topics: