Who This Is For / When to Use
Teams using Conversation AI with multiple Knowledge Bases
Users who want more control over AI responses
Businesses handling pricing, support, or workflow-specific queries
Accounts needing higher accuracy in AI-generated answers
What This Feature Does
Knowledge Base triggers allow you to define when the AI should use specific Knowledge Bases.
Add conditions or instructions for AI behavior
Route conversations to the correct Knowledge Base
Improve response accuracy and consistency
Reduce missed or irrelevant answers
Default Behavior (No Triggers Configured)
If no triggers are set, the AI behaves as follows:
Automatically decides when to use a Knowledge Base
Uses internal reasoning to select relevant information
Continues existing behavior without any changes
This ensures backward compatibility for all accounts.
How Knowledge Base Triggers Work
Triggers act as explicit signals for the AI to use specific Knowledge Bases.
Each trigger contains:
Selected Knowledge Bases
Optional instruction or condition
AI evaluates triggers during conversation execution
If a condition matches, the AI prioritizes that Knowledge Base
Trigger Configuration Limits
Each account can configure multiple triggers with defined limits.
Up to 4 triggers per account
Up to 7 Knowledge Bases per trigger
Each trigger operates independently
How to Create a Knowledge Base Trigger
Go to Conversation AI → Bot Training
Navigate to Knowledge Base Triggers
Click Create New
Select up to 7 Knowledge Bases
(Optional) Add instructions or trigger conditions
Click Save
Triggers are now active and will be evaluated during conversations.
How Trigger Matching Works
When a user sends a message, the system follows this process:
Evaluates all configured triggers
Checks if any trigger condition matches the query
If matched:
AI prioritizes the associated Knowledge Bases
If no match:
AI continues with default autonomous behavior
Instructions Field Behavior
The instructions field provides additional guidance to the AI.
Optional but recommended for precision
Example use cases:
“Use this Knowledge Base for pricing questions”
“Use this when user asks about discounts”
Helps AI select the correct Knowledge Base faster
Dynamic AI Decisioning
Even with triggers enabled, AI maintains flexibility.
Can still autonomously use other Knowledge Bases
Combines:
Trigger-based routing
AI reasoning and fallback logic
This ensures both control and adaptability.
Common Issues and Fixes
Trigger is not being applied
Ensure the trigger condition clearly matches user queries
Verify the correct Knowledge Bases are selected
Check that the trigger is saved and active
AI is ignoring the Knowledge Base
Add clearer instructions in the trigger
Avoid vague or generic conditions
Ensure relevant content exists inside the selected Knowledge Base
Too many irrelevant responses
Refine trigger conditions to be more specific
Limit the number of Knowledge Bases per trigger
Avoid overlapping trigger conditions
FAQ
Do I need to configure triggers for the AI to work?
No. The AI works by default without triggers and will automatically decide when to use Knowledge Bases.
What happens if multiple triggers match?
The AI evaluates all matches and prioritizes the most relevant Knowledge Bases based on the query.
Can I use triggers and still allow AI flexibility?
Yes. The AI continues to make autonomous decisions even when triggers are configured.
How many Knowledge Bases can I attach to a trigger?
You can attach up to 7 Knowledge Bases per trigger.
Will this affect existing workflows?
No. Existing behavior remains unchanged unless triggers are configured.