Sources

Adding New Sources

After enabling the feature, go to the Knowledge page. To add a new Source to the base:

1. Open the desired Collection in the Repository. This can be the default Collection or a custom one;

2. Look for the New Source button at the top right;

3. It will open a modal where you can upload a new Source.

As with cells in the Dialog Manager, tags can be used to label Sources and Questions and analyze them with Tag Funnels.

📝 Good practices

• Keep the Source clear and well structured so AI can extract accurate information;

• Use simple formatting and avoid complex layouts that may block text extraction. See best practices.

Advanced settings

This modal presents two settings:

• Windows length: Defines the size of a segment or chunk into which data is divided and retrieved for generating content. A larger window captures more context;


• Overlap: Sets how much consecutive windows (segments) share content to maintain coherence. Higher overlap improves content continuity and reduces the loss of contextual or transitional information.

After adding the Sources, they appear in the Repository. On each bar, it is possible to review linked questions, view content, edit, delete, disable, or enable.

You can add up to 200 Sources and 200 Collections. Sources can be grouped into Collections, based on project needs.The limit is 200 Sources per project, not per Collection.

Actions within a created Source

Enable and Disable

A Source can be Enabled or Disabled using the toggle in the document bar.

When a Source is Enabled:

• It becomes part of the Knowledge Base;

• All Questions linked to it are automatically enabled.

When a Source is Disabled:

• It is removed from the Knowledge base;

• All linked Questions are automatically disabled.

Edit and View

Click the pencil icon to update file, edit name or tags. If the file is changed, updating the questions linked to the document is recommended. To view the content of each Source, click its name. The file opens in a new browser tab.

Delete

When a Source is Deleted:

• It is permanently removed from the Knowledge base;

• All linked questions are permanently deleted.

Important: Enable, Disable, and Delete may be unavailable if the Source is associated with an Agent (via skills). To continue, first remove the Source from the Agent.

Questions

Although Knowledge can provide answers without creating Questions, this resource helps improve the system’s ability to deliver accurate and contextually relevant responses.

Structuring Knowledge as Questions strengthens the Virtual Agent's ability to match user inquiries with the right information.

Questions tab and modal to create a new question

Answers can also be edited per Channel. This keeps content up to date and aligned with the agent’s Persona. Another use of Questions is creating specific question-and-answer pairs without sending a new generation request to the LLM.

Questions examples

Just like in a intent cell, insert here other ways in which users would request the same subject. For instance, when users want to know about visiting hours in a hospital, they may ask it in different ways:

“Are hospitalized patients entitled to a full-time companion?”

“Do inpatients have the right to a full-time companion?”

“Can I accompany a hospitalized patient?”

Add different examples to the Questions to improve inference.

After adding the examples, move to the next step to fine-tune the content.

The process is similar to a regular answer cell, where buttons and/or technical text can be included if needed.

After you click Save the question-answer pair will be stored in the Questions repository.

Remember to always run training after creating, updating, or deleting a Question.

Assist Answer

A tool designed to save time and improve answer quality. If enabled, the Assist Answer feature will show the same options available in the answer cell.

📝Formatting good practices

Preparing sources for machine readability is essential for optimal Knowledge performance. These guidelines help create structured, context-rich content that improves retrieval and generation.

Key formatting recommendations

1. Define a clear structure and levels of content

• Use heading and subheading tags (H1, H2, H3, H4) to organize content logically.

2. Leverage paragraph length and context

Knowledge performs best with comprehensive, context-rich content. Consider the following strategies:

• Combine short paragraphs: merge brief, disconnected paragraphs on the same topic into more substantial, four-sentence paragraphs;

• Separate distinct concepts: place different ideas in separate sections instead of combining multiple topics in a single paragraph;

• Provide comprehensive context: longer, well-structured paragraphs enable better inference and understanding.

Example transformation:

Before	After
John is a nice man. John lives in New York. John likes zucchini.	John is a nice man who lives in New York. His lifestyle reflects a diverse culinary interest, particularly evident in his fondness for zucchini. Despite his simple lifestyle, John maintains a warm and approachable personality.

2. Restructure list content

Avoid bulleted lists. Convert them into narrative paragraphs.

Before	After
Passport Visa Boarding Pass Flight Tickets Travel Insurance	For international travel, travelers must prepare several critical documents. A valid passport serves as the primary identification, complemented by the necessary visa for entry. Additionally, boarding passes and flight tickets are essential for smooth transit, with travel insurance providing an extra layer of protection and peace of mind.

3. Handle large lists

For extensive lists, consider these approaches:

• Split content into contextual paragraphs;

• Turn items into narrative descriptions;

• Group elements by category or theme.

4. Avoid complex formatting

• Skip tables and forms: reformat content into flowing paragraphs;

• Remove irrelevant elements: eliminate headers, footers, addresses, and unnecessary summaries;

• Prioritize readability: use clear, concise language.

5. FAQ preparation

When uploading FAQ documents:

• Remove question texts;

• Upload answers only;

• Ensure answers are comprehensive and self-explanatory.

Additional best practices

• Use clear, concise language;

• Maintain consistent formatting;

• Provide context and background information;

• Anticipate potential user queries;

• When possible, use natural, conversational language.

Adopt the user’s perspective when framing questions. Structure content to directly address likely inquiries and refine content based on curation assessments.