Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Blue Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
WhatsApp Business Calling API
Meta Business Verification
WhatsApp Message Templates
WhatsApp Pricing
WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Meta Product Catalog
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
LINE
Viber
Telegram
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Custom Channel
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Inbox
Inbox Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI Prompts
Using AI Assist
Contacts
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: AI Agent
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Date & Time
Step: Wait
Step: Trigger Another Workflow
Step: HTTP Request
Step: Add Google Sheets Row
Step: Send TikTok Lower Funnel Event
Step: Send Conversions API Event
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Tags
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Settings: Lifecycle
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Organization Settings: Security
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring mobile app settings
Help Menu
Conversation Led Growth
Capture Leads
How to Collect Contacts’ Emails and Phone Numbers
How to Route Contacts from CTC Ads to Agents
How to Send Outbound Sales Messages
How to Track Conversation Source from Multiple Websites
How to Enrich Customer Data from a CRM or other Business Software
Convert Leads
How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
How to Automatically Qualify Contacts Based on Budget Using AI Agent
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Block Contacts and Manage Spam
How to Create Automated Welcome and Away Messages
How to Create Automated Chat Menus
How to Route Contacts to Preferred AI Agent
How to Route Contacts by their Preferred Language
How to Route Contacts by Team Functions
How to Route Contacts by Shifts
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Get Contacts’ Consent for Personal Data Collection
How to Promptly Transfer Conversation Between Agents
How to Guide Customers from Exploration to Purchase with Engaging Menus
How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
How to Streamline Meeting Scheduling via CTC Ads
How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agents’ Productivity in the Inbox Module
How to Write an Optimal AI Persona (Best Practices)
How to Write the Best Knowledge Sources for AI Agents
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
Retain Customers
How to Route New and Returning Contacts
How to Route VIP Contacts
How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
How to Send Outbound Support Messages
Reporting and Analytics
Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make
Meta Business Accounts
TikTok Messaging Ads Integration
Developer API
Webhooks
Table of Contents
- Home
- Conversation Led Growth
- Convert Leads
- How to Write the Best Knowledge Sources for AI Agents
How to Write the Best Knowledge Sources for AI Agents
Updated by Sana
Knowledge Sources (KS) provide essential information to your AI Agents, helping them engage effectively with customers. While AI Agents have basic capabilities, customizing them with business-specific data is crucial for handling specialized conversations autonomously.
In this article, you will learn about the best knowledge sources you can provide your AI Agents.
What Business-Specific KS do AI Agents Need?
Business-specific information includes your business policies, processes, product pricing, specifications, and more. Respond AI doesn't have knowledge of this information by default. You need to provide it to your AI Agents so they can effectively engage with customers.
What to Use as a Knowledge Source?
You can use your existing business knowledge base to educate your AI Agents or even create new sources. Here are some examples:
- Manuals, Guides or FAQs (Recommended): Manuals, Guides, Help Center and FAQ documents are very good information sources and are highly recommended as they are:
- Well-structured.
- Information is easy to process and absorb.
- Easy to refer to later and answer Contact queries efficiently.
For example, FAQs are designed to address common questions and concerns that Contacts have about your business. By incorporating FAQ content as a Knowledge Source, your AI Agent can handle simplistic conversations autonomously.
- Homepage/Websites/Blogs: Business homepages or product websites are a good source of latest information about your products. You can use the auto-sync feature to automatically sync the knowledge source with the website at set intervals.
- AI Agents are made aware of the latest promotions, offers and other information about your business.
Web pages with too many images or poorly structured content are not ideal sources of information. Such webpages don't make the best Knowledge Sources. - Conversation Transcripts: Existing conversation transcripts can provide valuable insights and information to your AI Agents regarding how to engage in natural and meaningful conversations with Contacts.
- As a result, human and AI Agents conduct conversations in a similar manner.
- Real conversations often contain domain-specific information that other KS might not have. Lack of context can make it hard for the AI Agent to understand when to use the information while conversing with the Contacts.
The AI Agents must be provided specific information about the domain/industry they are expected to operate in.- Real interactions also provide language cues to AI Agents. For example, the AI Agent can learn how to better handle slang language and varying speech patterns.
Conversation transcripts must be verified for accuracy, and any information that should not be made public must be removed before.
Writing Recommendations
Here are some recommendations that you can keep in mind while you develop your Knowledge Sources.
- Clear and concise content that is easy to understand and convey to Contacts. Avoid jargon and complex language that make the information difficult to process.
- Include information that addresses common queries, concerns, and pain points, as well as any unique characteristics or preferences of the target audience.
- Maintain separate knowledge sources for separate languages.
- Keep maintaining KS by providing it with the latest information.
- Rewrite KS to improve readability for AI if your existing KS does not meet the standards recommended in this article.
- Analyse conversations between Contacts and AI Agents. Identify where the AI Agent has hallucinated and find out the probable cause.
- Test your solutions and eliminate the problem. Continue testing until your AI has been optimized for your needs.
Localization Recommendations
- Use English as the Primary Language: Based on the latest findings, Knowledge Sources perform best when written in English. This ensures more accurate and reliable responses, as AI models like ChatGPT are primarily trained in English.
- Multi-Language Setup: Instead of creating separate Knowledge Sources for each language, keep your Knowledge Sources in English and configure the AI Agent to respond in the necessary language. This approach minimizes inconsistencies and errors, particularly with complex inquiries.
Writing Best Practices
- Focused and precise info: Focused information helps the AI Agent find information easily. Ensure that the information is as precise as possible
- Task-Based Knowledge Organization: Structure information or data based on specific tasks or functions the AI Agent is expected to handle.
- First, use AI Persona to inform the AI Agent of their role and then provide them with knowledge sources specific to that role.
- Then, use KS to equip the AI with the knowledge it needs to effectively communicate with Contacts.
- Use Headings: Headings create a hierarchy and enhance the readability of the information for both humans and AI systems.
- Indent Info: Indents also create a hierarchy and make the content easier to scan through.
- Use bold to highlight: Highlight important information by setting the text as bold.
- Describe images: Our current AI model (GPT-4o mini) cannot process images. However, as a workaround, you can describe the images in the knowledge source.
- Example of how to describe an image:
- This is a bar chart showing quarterly sales figures with bars labeled Q1 through Q4, and sales amounts ranging from $10,000 to $50,000.
Learn more about converting images to acceptable formats here. - Example of how to describe an image:
- Describe tabular data: Our current AI model (GPT-4o mini) cannot process data in tables. However, as a workaround, you can describe the tables in the knowledge source.
- Example of how to describe a table:
- Vegetables available in stock:
- Apple:
Availability: 20 in stock; Price: 1$ - Pear:
Availability: 10 in stock; Price: 1.5$ - Dragonfruit:
Availability: Out of stock; Price: 2$
- Apple:
- Vegetables available in stock:
- Example of how to describe a table:
- Use Complete sentences: Complete sentences improve clarity. Here are two examples of an FAQ document:
- Recommended:
- Question: Can customers return the item within 30 days of receiving it?
Answer: Yes, the customers can return the item within 30 days of receiving it, as long as the price tag is in place.
- Question: Can customers return the item within 30 days of receiving it?
- Not recommended:
- Question: Can customers return the item?
Answer: Yes.
- Question: Can customers return the item?
- Recommended:
You can use your existing Knowledge Sources to educate and optimize your AI Agents by following the recommendations and best practices mentioned in the article.
Feeling stuck? Do not fear.
Need assistance? Contact us for support. Help is here!This is the text block that will appear when the button is clicked.
How to Write an Optimal AI Persona (Best Practices)
How to Align AI Conversations with Your Brand Voice
Related Articles
How to Write an Optimal AI Persona (Best Practices)
Learn how to write a good AI Persona that helps you align your AI Agent with your brand voice.
How to Supervise Sales Agents
Supervise and manage sales agents on the respond.io platform.
How to Route Contacts to Preferred AI Agent
Learn to automatically ask incoming Contacts if they want to talk to a Sales or a Support AI Agent and divert the Contact to the AI Agent of their choice.