Add a knowledge base and handoff rules to your agent

Steps

1

Add a source from the Knowledge tab

There are three ways in. This example uses Write text, filling in a title and content:

• Write text — for short notes, typed straight into the panel as a title and content
• Upload document — for a PDF or text file
• Crawl site — walks the pages on a domain you have the widget installed on and pulls their text



Editing the content later reprocesses the source, which costs again. Editing only the title does not.

2

Wait for it to process

A new source shows Queued, then Processing; the list refreshes itself every few seconds while that is happening. Once it says Ready, the agent knows it. If one says Failed, a reprocess button lets you try again.



3

Add manual questions and answers from the FAQ tab

Questions and answers you write by hand are the source type that matches a visitor's question most strongly. The Unanswered questions card on the same tab collects real questions the agent found no match for; answer one there and the agent handles it itself next time.



4

Set when it hands off to a human on the Handoff tab

Four settings. A handoff pins the conversation in the inbox and leaves the agent's summary as an internal note for whoever picks it up:

• Visitor asks — when on, a Connect me to an agent link appears in the widget after the agent answers; off, the visitor cannot transfer themselves
• Agent is unsure — hands off instead of making something up when a question has no match in the instructions
• Sourceless answers in a row — counts answers given without a knowledge-base match, and hands off once it hits the limit
• Topics it will never attempt — a word from this list appearing in a visitor's message skips the model entirely and hands off right away



Put sensitive topics like returns or complaints on the never-attempt list, so the agent skips them entirely and hands off right away.