SEND steps can search and reference Knowledge
Contextual AI-generated SEND steps in Playbooks can now use Knowledge for a single reply. A reference in General Guidelines applies across the whole Playbook. A search or a reference in a SEND step grounds the reply of that step.
What’s new
Two options appear under Knowledge in the @ menu of a Contextual AI-generated SEND step.
- Search Knowledge. Select Search Knowledge to add a Search pill. When the step runs, the AI Agent writes a search query from the instruction and the recent conversation. The Agent then searches Knowledge and writes the reply from the results. Name a topic in the instruction to narrow the search.
- Reference an article. Select an article to ground the step’s reply in its content. The menu shows the locale of each article and marks articles that have availability rules. A step can reference up to 5 articles.
Availability rules apply to both options. Fixed message SEND steps do not support them.