Customizing knowledge settings

Classic mode

The agent retrieves content from connected sources and generates a response that is based solely on that data.

Use classic mode when responses must rely strictly on retrieved content. Classic mode works well for:

• FAQs

• Policy lookups

• Documentation-based answers

• Predictable responses

Dynamic mode

The agent retrieves content and uses it more flexibly either to generate a response or as a context to complete tasks. This mode is better suited for complex interactions or multi-step tasks.

Use dynamic mode when responses require interpretation or multi-step behavior. Dynamic mode works well for:

• Troubleshooting

• Decision support

• Task automation

• Scenarios that require reasoning or summarization

Confidence thresholds for retrieval and responses

Confidence thresholds determine when the agent uses knowledge-base content in responses. You can set two types:

• Retrieval confidence threshold

Specifies how confident the system must be that the retrieved data is relevant. The system includes the data in a response only if this level of confidence is met.

• Response confidence threshold

Specifies how confident the system must be that the generated response is accurate and useful. The system returns the response only if this level of confidence is met.

Each threshold can be set to one of the following levels:

• Lowest: The agent frequently uses the knowledge base, even when confidence is low. This setting can lead to faster responses but can increase the chance of irrelevant or incorrect answers.

• Low: The agent uses search results often but with more caution. This setting balances responsiveness with accuracy.

• High: The agent uses search results selectively and requires higher confidence to include them. This setting reduces the risk of incorrect information.

• Highest: The agent rarely uses search results unless confidence is notably high. This setting prioritizes accuracy and minimizes the use of uncertain information.

Adjusting the length of the generated response

You can control how detailed your agent’s responses are by selecting a preferred response length:

• Concise: Short and direct answers, ideal for simple queries.

• Moderate (default): Balanced responses with enough detail for general use.

• Verbose: In-depth responses suitable for complex or exploratory queries.

Different use cases require different levels of detail. For example, a chatbot for IT support might need verbose responses, while a customer-facing agent might benefit from concise replies. This setting helps tailor the agent's tone and depth to the audience.

Set a message when no answer is found

When your agent is unable to find a suitable response due to missing content or low confidence, you can set a fallback message to guide the user.

For example,

I couldn’t find an answer to your question. Please try rephrasing it.

Fallback messages prevent the agent from going silent or producing confusing output and encourage users to try again, improving trust and usability.

Set the maximum number of search results

You can configure how many results are retrieved for each query.

Lower values improve focus and performance. Higher values provide broader context.

Configure the citations display

When your agent uses uploaded documents as knowledge sources, it can display citations in the chat to help users verify the information. These citations reference the sources that are used to generate the response.

You can select a number to determine how many citations or references the agent can provide in its response.