How agents use knowledge
Understand retrieval, source usage, assignment scope, and what happens when supporting content is not found.
2 min read
- Project
- Knowledge
- Assistant
- Knowledge
Use the Knowledge library to inspect a source, then open the assistant’s Knowledge tab to confirm the source is both ready and selected.
Understand why only ready, assigned content can support an answer—and what to check when it does not.
- Finish with
- A practical way to diagnose a missing answer
When an agent answers, Chat4U searches its assigned knowledge scope using semantic and keyword matching. That pairs conceptually related content with distinctive terms such as product names or policy identifiers.
Only assigned sources are included when an agent has an explicit assignment. An empty assignment means there are no sources in that agent’s knowledge scope. Sources that are not ready should not be expected to supply reliable context.
When relevant context is not found
The system can return no supporting knowledge-base context for a request. In that case, the agent follows its configured behavior and fallback message rather than treating missing knowledge as a fact. This is why an honest fallback and an escalation path matter: a confident unsupported answer is not a substitute for an approved source.
If a test answer lacks the expected content, diagnose in this order:
- Is the source Ready and assigned to this agent?
- Does the source actually contain a clear answer in the indexed page, file, or text?
- Is the question specific enough to match the approved wording or distinctive terms?
- Is the answer stale, incomplete, or absent—requiring a source improvement rather than a broader crawl?
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