Knowledge supplies relevant data sources and more context for your agentic virtual agents during conversations. 

Connect to knowledge

1. Click Menu > Orchestration > AI Studio > Agentic Virtual Agents.
2. (Optional) To search for a specific agent, start typing the name of the agent in the search box. As you type, the matching agents are shown.
3. To open an AI agent, click the agent’s tile. The Agent profile view opens.
4. Click the Knowledge tab. 
5. In the Name field, enter a meaningful name. For example, “search_banking_faq_knowledge_base.”
6. In the Description field, enter a high-level summary about the knowledge connection. 
7. In the Knowledge section, select a knowledge configuration or base from the Choose your knowledge connection list. A preview tile of the selected knowledge configuration or base appears showing its connected sources and sync information. For more information about how to create a knowledge configuration, see create a knowledge configuration. Similarly, for more information about how to add a knowledge base, see Add a knowledge base V2. 
   Note: Agentic virtual agent performance may vary across languages. Genesys encourages testing with languages relevant to your use cases before you go live.
   Supported languages for knowledge configuration and baseClick to expand

   Language	Region	Language code	Knowledge configuration	Knowledge base
   Arabic	United Arab Emirates	ar-AE	✓	✓
   Dutch	Belgium	nl-BE	✓
   	Netherlands	nl-NL	✓	✓
   English	Australia	en-AU	✓	✓
   	Great Britain	en-GB	✓	✓
   	United States	en-US	✓	✓
   French	Belgium	fr-BE	✓
   	Canada	fr-CA	✓	✓
   	France	fr-FR	✓	✓
   German	Germany	de-DE	✓	✓
   	Switzerland	de-CH	✓	✓
   Hindi	India	hi-IN	✓	✓
   Italian	Italy	it-IT	✓
   Japanese	Japan	ja-JP	✓	✓
   Korean	Korea	ko-KR	✓	✓
   Polish	Poland	pl-PL	✓
   Portuguese	Brazil	pt-BR	✓	✓
   Spanish	United States	es-US	✓	✓
   	Spain	es-ES	✓	✓
   Thai†	Thailand	th-TH	✓

8. Click Next to proceed to the Input tab.

Examples of knowledge connection name and description

Set up input conditions

Add pre-instructions

1. Under Pre-instructions in the Input tab, click Add and add any conditions that must be met before this knowledge connection is used by the agent. For example, “The knowledge connection contains banking FAQs covering account management, online banking, and mobile banking.”
2. Add as many pre-instructions as needed for the intended knowledge usage.

Define required variables

Link the existing variables that must be collected before the knowledge connection is actioned. 

To mark a variable as required, follow these steps:

1. Under Required variables in the Input tab, click Add. The Required variables dialog box opens.
2. In the Name field, enter a meaningful name for the variable linkage. 
3. Under Link variable, click Select. The Link existing dialog box opens.
4. Select a variable from one of the following tabs:
   • Tool Input
   • Tool Output
   • Start context
5. Click Select to confirm the variable selection.
6. Click Add.

These linked variables are now available for further use in the validation rules which you can configure in the Validation checks section. 

Add validation checks

Define strict validation rules that the agent must pass before the tool is actioned. The system offers two flexible ways to create your preconditions:

• Builder: Use the guided interface to build the validation logic to meet your requirements. This mode is recommended for common rules and regular format checks.
• Code: Use the code editor to write custom logic for advanced or unsupported validation checks.

Considerations

• In Builder mode, you can add up to five groups. Each group can contain up to five checks. Also, Builder mode does not support nested grouping.
• Builder mode supports standard conditions. To work with arrays or create more complex groupings, use Code mode.

To create an out, follow these steps:

1. Under Validation checks in the Input tab, click Add and add any validations that must pass before this tool is used by the agent.
2. Select either the Building or Code mode for building your validation logic:
3. If you chose the Builder mode, follow these steps:
   1. Use the toggle switch to select between the AND and OR operator.
   2. From the Select input list, select one of the required input variables.
   3. From the Select condition list, select the required condition.

      Condition	Description
      is null	Returns true if the value is empty or not set.
      is not null	Returns true if the value is present.
      equals	Returns true if the value exactly matches the specified value.
      does not equal	Returns true if the value does not exactly match the specified value.
      in	Returns true if the value matches any value in the specified list.
      not in	Returns true if the value does not match any value in the specified list.
      contains	Returns true if the value includes the specified text.
      doesn't contain	Returns true if the value does not include the specified text.
      begins with	Returns true if the value starts with the specified text.
      ends with	Returns true if the value ends with the specified text.
      less than	Returns true if the value is less than the specified value.
      less than or equal to	Returns true if the value is less than or equal to the specified value.
      greater than	Returns true if the value is greater than the specified value.
      greater than or equal to	Returns true if the value is greater than or equal to the specified value.

   4. In the Enter value field, enter the value that must match against the selected condition. 
   5. Click Add check to more validation checks.
   6. Click Add group to add a separate group of checks along with its own conditional operator. 
4. If you chose the Code mode, enter your custom validation logic.
5. In the Failure instruction field, enter the instruction that the agent must follow when the check is not met. Include the next action, such as asking the participant to correct or provide the required information, or end the conversation if necessary.
6. Click Create to add the validation check.

Edit or delete validation checks

Under Validation checks in the Input tab, hover over the validation check that you want to edit or delete, and then click Edit or Delete.

Reorder validation checks

1. Under Validation checks in the Input tab, hover over the validation check that you want to reorder, and then click More.
2. Select the appropriate option to move the validation check up or down in the list. You can also add a new validation check above or below the current one.

After defining the required variables and adding validation checks, click Next and proceed to the Output tab.

Set up output delivery

1. Under Outcome Instructions in the Output tab, add the following response messages:
   • No result response: The message (or a similar message) that the agent sends when the agent finds no matching result.
   • Follow-up response: The message (or a similar message) that the agent sends as a follow-up after sending the matched result.
2. Click Next and proceed to the Summary tab.

Review and save the configuration

Get a consolidated view of the entire configuration, identify any improvement areas, and tweak the settings before saving the configuration.

1. In the Summary tab, review all the parameters of the knowledge connection.
2. To edit the parameters, click Edit. 
3. Click Create.

Navigate the agentic virtual agent profile

The profile contains the following sections and a preview widget:

• Agent
• Tools
• Knowledge
• A2A
• Configuration
• Guardrails

Show meClick to expand

You can switch to any of the sections of the agentic virtual agent while creating a new agent, editing an existing agent, or viewing an agent. Any incomplete section is indicated by the icon preceding the section name. You can save an agent with an incomplete section but you cannot publish the agent until all sections are complete.

After you have completed all necessary sections of the agent setup, you can click Publish to publish the flow.