Give a customer bot its rules and knowledge

Purpose

Kian has connected the support assistant to a Telegram bot, and Neda worries that it might promise a discount nobody approved. Choose which documents the bot may look things up in, and write down the rules it must follow when it talks to your customers.

Before you start

Save the agent first. You can choose knowledge and save rules before connecting its bot (see "Connect an agent to a Telegram or Bale bot"). You need permission to manage agents. To give the bot documents, create the knowledge base first (see "Create and manage a knowledge base"). In a workspace or project with Data Privacy Mode on, Telegram and Bale bots are off.

Steps

1. Open "Agents", find the agent under "My agents" and select it. In the window, open "Agent actions" (the three dots) and choose "Edit agent". Open "Channels" and choose the "Telegram" or "Bale" tab. The sections below sit under the connection form.
2. Under "What can this bot know", choose the knowledge bases visitors may ask about. Pick one in "Add a knowledge base" and select "Attach"; it appears as a chip, and the cross on a chip ("Remove [name]") takes it away. This list belongs to this bot and is separate from the agent's own knowledge: the agent's other knowledge bases, files and projects are never shown to visitors. Each of the Telegram and Bale tabs has its own list, with up to 20 knowledge bases. Before the bot is connected, your choice is kept and applied when you connect it. Once it is connected, each change takes effect at once.
3. Under "Playbook", read "Locked rules". Agentum sets four rules and you cannot remove, switch off or reword them. Each shows how it is upheld:
   • "Hand over when a customer asks for a person" ("Checked and instructed"): the agent passes the conversation to you and tells the customer you will follow up.
   • "Never guess" ("Instruction to the agent"): the agent answers only from its knowledge and instructions, never invents prices, stock, policies or promises, and says so and passes the conversation to you when it does not know.
   • "Ignore bots and automatic replies" ("Checked and instructed"): the agent does not answer other bots, automatic replies or out-of-office messages, so two machines never start a loop.
   • "Stay silent after a handoff" ("Enforced by Agentum"): once a conversation is with you, the agent sends nothing in it until you give it back.
4. Under "Your rules", select "Add a rule" and fill in "Rule title" (up to 80 characters, for example "Returns") and "What the agent should do" (up to 1,000 characters, for example "Returns are accepted within 14 days with the receipt."). Add up to 20 rules, such as opening hours, tone, or what to pass to you. They apply after the locked rules and cannot override them.
5. To keep a rule without using it, switch its "On" switch off. To remove it, select the bin icon ("Delete rule [title]").
6. Check "Preview", a summary of what the agent is told, in order: first the locked rules, then your rules that are switched on.
7. Select "Save rules". The page says "Rules saved." The rules are the agent's, so they apply to its Telegram and Bale bots alike, from the customer's next message.

Expected result

The bot looks things up only in the knowledge bases you chose, and follows the locked rules and then yours. Your rules are instructions to the AI model, so check the bot with a few test messages. Only the rules marked "Enforced by Agentum" or "Checked and instructed" are also checked by Agentum itself.

Troubleshooting