Using Knowledge In DialNexa Agents

Use DialNexa knowledge bases in agents by attaching document context to agent versions, writing prompts that cite knowledge correctly, and testing answers.

Using knowledge in DialNexa agents gives the agent reference material beyond the prompt. Knowledge bases are selected on an editable agent version, and the prompt should tell the agent how to answer when knowledge is missing, outdated, or not relevant.

Knowledge is not permission to guess. Tell the agent what to do when the answer is not in the material.

Before You Begin

Prepare a focused knowledge base with current, approved documents and a test set containing answerable, ambiguous, and out-of-scope questions.

Use DialNexa Knowledge In Agents

Use this checklist before publishing.

Check	Why it matters
Correct knowledge base attached	The live agent version must use the intended content.
Documents are current	Outdated content creates confident wrong answers.
Prompt has fallback rule	The agent should know when to say it does not have the answer.
Post-call fields fit the use case	Support or FAQ calls may need issue, resolution, or escalation fields.
Test questions are realistic	Ask like callers, not like document authors.

Attach Knowledge Bases To A Draft Version

Knowledge settings are version-specific. Edit a draft version before changing the knowledge bases or retrieval settings that will be published.

1. Open a draft agent version

   Open the agent builder and make sure you are editing a draft, not viewing a published version.

2. Open Knowledge Base settings

   In Agent Settings, open the Knowledge Base section.

3. Select knowledge bases

   Click Add Knowledge Base, choose one or more workspace knowledge bases, or create a new knowledge base from the dropdown.

4. Tune retrieval

   Set Chunks Retrieved from 1 to 10 and Similarity Threshold from 0 to 1. Start with the defaults, then tune from real call questions.

5. Save, test, and publish

   Test the draft with caller-style questions, then publish the version when answers are accurate.

Published versions lock knowledge controls. To change a live agent, edit the draft, attach or remove knowledge bases, test, and publish a new version.

Test Knowledge Answers

1. Ask directly covered questions

   Confirm the answer matches the document.

2. Ask adjacent questions

   See whether the agent overextends beyond source material.

3. Ask missing-answer questions

   Confirm the agent does not fabricate.

4. Review transcript and summary

   Check whether the answer was understandable and accurate.

5. Update prompt or documents

   Fix the layer that caused the issue.

Knowledge Answer Problems

Agent ignores document

Prompt may not instruct when to consult knowledge.

Agent answers stale content

Update or delete outdated documents.

Agent makes up details

Add a no-answer rule and test missing information.

Wrong version tested

Confirm the published version has the intended knowledge attached.

Verify Knowledge Answers

Test the published agent with the prepared question set. Confirm it uses the source when the answer exists, avoids unsupported claims, and follows the fallback instruction when evidence is missing.

Related Reading

Prompts

Tell the agent how to use knowledge.

Managing Documents

Keep content current.

Testing Agents

Validate answers.