Getting Started

This guide walks through setting up GenerativeAgent to answer caller questions from your knowledge base. Routing callers to humans, fetching data at conversation start, and automating workflows are covered in Build a GenerativeAgent.

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Before you begin

Make sure you have:

• Followed the Set up your account guide to get access to the ASAPP AI Console
• A customer intent in mind that you want GenerativeAgent to handle (e.g., a common FAQ like “What is your return policy?” or “How do I reset my password?”)

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Step 1: Ingest a Source

A Source is a piece of knowledge that you want GenerativeAgent to use in conversations. It can be a FAQ document, a product manual, or any other content relevant to your customers’ questions. To ingest a Source:

1. Navigate to GenerativeAgent > Knowledge > Sources in CXP.
2. Click + Source and Select Import from URL.
3. Define the Source by filling in the following fields:
   • Name: A clear name for the Source (e.g., “Return policy document”)
   • URL: The web address where the content is located. GenerativeAgent will crawl this page and extract relevant information to answer customer questions.
   • Automatic Update: Check if you want GenerativeAgent to automatically check for updates to the content at the specified URL and refresh the information it uses to answer questions.
4. Click Save to ingest the Source.

Once ingested, GenerativeAgent will process the content, break it into logical chunks, and make it available for retrieval when customers ask questions related to that content.

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Step 2: Review your Topics

A Topic is a KB article. It is the knowledge unit GenerativeAgent draws on to answer questions and determine next steps. Each Topic has a name, sample questions, and content.

1. Navigate to GenerativeAgent > Knowledge in the CXP
2. Select a Topic that was automatically created from your ingested Source.
3. Review the Topic. It should have:
   • Title: A clear name for the intent (e.g., “Return policy”)
   • Content: The answer GenerativeAgent should give when this intent is recognized. Keep it under 500 tokens.
   • Query examples: 5-10 phrases a caller might use. These drive semantic retrieval accuracy.
   • Optional references: a Task or Handoff this article can point to. When relevant, GenerativeAgent uses these to automate a workflow or route to a human agent. Full setup is covered in Build a GenerativeAgent.
   Example: Return policy topic

   Title: Return policyContent: Our return policy allows returns within 30 days of purchase with a valid receipt. Items must be in original condition. Refunds are processed to the original payment method within 5-7 business days.Query examples:

   • 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
4. Click Save to make updates to the Topic available in the Draft environment.

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Step 3: Test in the Previewer

Test your Topic using the Previewer:

1. Navigate to CXP > Previewer
2. Select Draft environment from the dropdown and choose the appropriate channel (Chat or Voice)
3. Type a question that matches your Topic (e.g., “What is your return policy?”)
4. Observe GenerativeAgent recognizing the intent and responding with your Topic’s content
5. Review the message actions taken by GenerativeAgent (e.g., if it answered the query or triggered a Task or Handoff) to verify the Topic was matched correctly

Try a few variations of the question to verify retrieval. If GenerativeAgent doesn’t match the right Topic, add more query examples.

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What’s Next