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Using knowledge in DialNexa agents gives the agent reference material beyond the prompt. Knowledge bases are selected on an editable agent version, and the prompt should tell the agent how to answer when knowledge is missing, outdated, or not relevant.
Knowledge is not permission to guess. Tell the agent what to do when the answer is not in the material.

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Knowledge Agent Review

Use this checklist before publishing.
CheckWhy it matters
Correct knowledge base attachedThe live agent version must use the intended content.
Documents are currentOutdated content creates confident wrong answers.
Prompt has fallback ruleThe agent should know when to say it does not have the answer.
Post-call fields fit the use caseSupport or FAQ calls may need issue, resolution, or escalation fields.
Test questions are realisticAsk like callers, not like document authors.

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Attach Knowledge Bases To A Draft Version

Knowledge settings are version-specific. Edit a draft version before changing the knowledge bases or retrieval settings that will be published. DialNexa agent Knowledge Base settings panel with an attached knowledge base, Chunks Retrieved slider, and Similarity Threshold slider.
1

Open a draft agent version

Open the agent builder and make sure you are editing a draft, not viewing a published version.
2

Open Knowledge Base settings

In Agent Settings, open the Knowledge Base section.
3

Select knowledge bases

Click Add Knowledge Base, choose one or more workspace knowledge bases, or create a new knowledge base from the dropdown.
4

Tune retrieval

Set Chunks Retrieved from 1 to 10 and Similarity Threshold from 0 to 1. Start with the defaults, then tune from real call questions.
5

Save, test, and publish

Test the draft with caller-style questions, then publish the version when answers are accurate.
Published versions lock knowledge controls. To change a live agent, edit the draft, attach or remove knowledge bases, test, and publish a new version.

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Test Knowledge Answers

1

Ask directly covered questions

Confirm the answer matches the document.
2

Ask adjacent questions

See whether the agent overextends beyond source material.
3

Ask missing-answer questions

Confirm the agent does not fabricate.
4

Review transcript and summary

Check whether the answer was understandable and accurate.
5

Update prompt or documents

Fix the layer that caused the issue.

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Knowledge Answer Problems

Prompt may not instruct when to consult knowledge.
Update or delete outdated documents.
Add a no-answer rule and test missing information.
Confirm the published version has the intended knowledge attached.

Prompts

Tell the agent how to use knowledge.

Managing Documents

Keep content current.

Testing Agents

Validate answers.