Use a knowledge agent in a chatbot

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EARLY ACCESS

Add a knowledge agent to your chatbot using the Agent connector element in the chatbot editor.

The agent handles end user questions by retrieving answers from connected knowledge sources.

Before you begin

Create a knowledge agent and connect knowledge sources.
Have a chatbot ready in the chatbot editor.

How it works

The chatbot captures the end user's message in an attribute.
The Agent connector element passes the message to the knowledge agent.
The knowledge agent generates a response based on the message, agent configuration, and connected knowledge sources.
The chatbot receives the response and sends it to the end user.

Save the end user's message

Before the Agent connector element can process a question, the chatbot needs to capture the end user's message in an attribute. Use one of the following options:

Use the predefined attribute lastReceivedTextMessage, which captures the last message sent by the end user.
Use the Save user response element to save the message in a standard attribute.

Add the Agent connector element

Add the Agent connector element to a dialog in your chatbot. You can select only one knowledge agent per element, but you can add multiple Agent connector elements across dialogs.

The Agent connector has three tabs: Request, Response, and Fallback.

Request tab

Field	Description
Select AI Agent	Select the knowledge agent from the dropdown.
User Message	Define a value or select an attribute that contains the end user's message. The chatbot passes this value to the knowledge agent.
Select Agent Version	Select the agent version to use.
Agent Context (Optional)	Select an attribute to pass as additional context to the agent. To create a new attribute, select Create an attribute.

Create an attribute

In Agent Context (Optional), select Create new attribute.
Enter a Name for the attribute.
The Type is set to JSON automatically.
(Optional) Enter a Default value.
Select the Scope:
- Chatbot — the attribute value persists across all dialogs in the chatbot.
- Dialog — the attribute value resets when the conversation moves to a different dialog.
(Optional) Select Available to agents to make the attribute visible to live agents in Conversations.
(Optional) Select Sensitive data to hide the attribute value in Chatbots and Inbox.
Select Save.

Response tab

Field	Description
Response code	(Optional) Select an attribute to save the HTTP response code.
Response body attributes	Extract values from the response body. Select Show response code JSON schema to view the response structure, then select Add attribute to map a JSON path to an attribute. Use `$.content` to extract the agent's response.
Timeout	Maximum time in seconds to wait for a response before triggering the fallback.

Fallback tab

Field	Description
Fallback action	Select the action to take when the fallback triggers: Go to dialog routes the end user to another dialog; Connect to agent transfers the conversation to a live agent in Inbox.
Dialog	Select the dialog to route to.
Fallback message (optional)	Enter a message to send to the end user when the fallback triggers.
Link preview	Enable to show a preview for links in the fallback message.
Use also for API failures	Enable to apply the fallback for API failures in addition to timeout failures.

Send the response to the end user

Use a Text element and add the attribute where you saved the knowledge agent response.

Create a conversational experience

To create a more advanced conversational flow, route the conversation back to the knowledge agent after each response:

After the knowledge agent responds, send the response in a Text element.
In a follow-up dialog, capture a new user input.
Use the GenAI Intent Detection element to determine where to route the conversation.
Route the conversation back to the dialog with the Agent connector element for a continuous, conversational experience.

Test knowledge agent Overview