Objective
Create a knowledge base of Acme’s EMI policies, attach it to Ananya and tell her when to use it, so she answers policy questions from the document instead of guessing.The scenario
Customers ask what happens if they pay late. Acme’s policy: a grace period of 3 days after the due date, a late fee of ₹500 after that, and payment by UPI, net banking or at a branch. The prompt holds only what the agent needs on every call; policies go in a knowledge base, which other agents can share.Hands-on
Attaching knowledge bases and mentioning one in the prompt
1
Write the policy file
Create
emi-policy.csv with two columns, question and answer, and one row per policy: the grace period, the late fee and the payment methods. Clear columns help the agent match answers.2
Create the knowledge base
In the sidebar, open Inventory → Knowledge base and click Create. Set Name to
EMI policy; it is saved as emi_policy and cannot be renamed later. On Upload files, drop the CSV. It opens in a preview with Column Configuration below; keep the Type Ringg guessed for each column and leave Exact match off. Click Save: “Knowledge base creation started”.3
Wait for Ready, then ask it a question
The file’s chip goes from Processing to Indexed, and on the list the status goes from Training to Ready. Open the knowledge base; it opens on the file’s contents, so click the back arrow to reach the test chat. Type “What is the late fee?” into Ask a question about your data…. The answer names the fee and lists the file it came from. If it is wrong here, fix the CSV before you touch the agent.
4
Attach it to Ananya
Open the agent, click Knowledge Base in the editor sidebar, then Select Knowledge Base, and tick
emi_policy: “Knowledge base attached successfully”. The button now shows the count.5
Tell her when to use it
In Prompt, in the FAQs section, type
@ and pick emi_policy from the Knowledge Bases group. Write: “For questions about late fees, the grace period or payment methods, answer from @emi_policy. If the answer is not there, say you will check and have an advisor call back.” Click Save.Checkpoint
The Knowledge Base panel lists
emi_policy below the button. Open Test assistant, pick Live chat, click Start and type “What happens if I pay late?”: the reply gives the 3-day grace period and the ₹500 fee, the same answer the knowledge base’s own chat gave.Exercise
Click the trash icon onemi_policy in the Knowledge Base panel. Expected result: “Knowledge base detached successfully”, and the @emi_policy mention in the prompt turns red, because the menu lists only attached knowledge bases. Attach it again and the chip is back to normal.
What you learned
- Short facts the agent needs on every call go in the prompt; policies, price lists and FAQs go in a knowledge base, which several agents can share.
- A knowledge base must be Ready before an agent can use it. Test it in its own chat first, then in the agent.
- Attaching makes the knowledge base available, and the agent decides when to search it; the
@mention tells her which questions it answers.