Configure knowledge and assistant behavior
Assign knowledge sources and shape an assistant with personas, instructions, and visitor-facing behavior.
2 min read
- Project
- Assistant
- Behavior or Knowledge
Use Behavior for instructions and visitor-facing behavior. Use the assistant’s Knowledge tab to select which ready project sources it may use.
Give the assistant only the material it should use, then define what it does when the answer is not there.
- Finish with
- A narrow, testable answer boundary
Set the knowledge boundaryTurn on only sources this assistant is allowed to use.
In Knowledge, select the intended sources and save. A source can be ready, processing, or off; only Ready sources provide dependable coverage. Keep specialized assistants narrow: product manuals and returns policy may belong to support, while internal hiring content does not.
Turn the job into observable rulesUse a persona as a starting point, then make behavior explicit.
Choose a persona, edit its instructions, and remember that changing personas later can change the prompt foundation. Do not put passwords, private customer data, or unapproved policy text in instructions or knowledge.
Shape the visitor experienceAlign name, welcome, suggestions, and active status with the job.
Suggested questions should lead to supported topics, for example “Which commuter bike fits my route?” Runtime guardrails use business context and domain as a safety boundary; they do not replace accurate sources or clear rules.
Test the fallbackMake missing knowledge lead to an honest next step, not a guess.
There is no separate field guaranteeing a custom fallback. Put the policy in instructions: acknowledge the gap, avoid guessing, and direct people to an approved contact channel only when it is configured and appropriate. Test both supported and unsupported questions after important changes.
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