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 should be attached to the agent version that will receive traffic, and the prompt should tell the agent how to answer when knowledge is missing, outdated, or not relevant.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.

Knowledge Agent Review

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Documents are current	Outdated content creates confident wrong answers.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.

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Update or delete outdated documents.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.

Related Reading

Prompts

Tell the agent how to use knowledge.

Managing Documents

Keep content current.

Testing Agents

Validate answers.