Engage Voice
Agent scripting elements: Knowledge Base

Use the Knowledge Base element to enter knowledge base content into your script. In order to set up the knowledge base within a script, you first have to create and add your knowledge base articles in the Knowledge Base section. To get a general overview of the Knowledge Base feature, check out Agent scripting knowledge base overview, and if you’d like to learn how to set up your knowledge base, check out Using the agent scripting knowledge base

This article will discuss additional settings and features that are specific to the Knowledge Base element alone. Check out Editing Page elements: the basics for more information on basic element settings, and Adjusting elements on a script page for element adjustment.


The following setting in the Knowledge Base element Configuration tab allows you to choose your knowledge base content:
  • Knowledge Base Groups: Open the dropdown select menu to view and select the knowledge base groups you wish to allow users of this script to access via this element. Please remember that if you do not already have any Knowledge Base articles set up, this setting will remain blank and you will not be able to select anything
Set up Knowledge Base element
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