AI Flows
Knowledge step
Let your AI flow answer from your website and files: add sources, tune the search and test it.
What it does#
A Knowledge step searches the documents you added to the flow (website pages and files) and returns the passages that best match the customer's question. An LLM step after it reads them and writes the answer.
Its result is available to later steps as {{Knowledge.context}} (use your step's name if you renamed it).
Knowledge
Finds 4 passages
LLM
Answers from them
Add sources#
Sources belong to the whole flow, so every Knowledge step in it can use them.
- 1
Open Add sources
In the flow header click the gear (AI flow settings) and choose Knowledge. Or open a Knowledge step and click Add sources.
- 2
Add a website
On the Website tab, type your Website address (for example
bloomflowers.com) and click Scan. Keep the pages you want checked, or use Select all. To add one page, paste it in Page URL and click Add page. - 3
Or add files
On the Files tab, upload PDF, TXT, CSV, Excel or HTML files.
- 4
Save
Click Add N documents. Officely reads them; this can take a moment for large sites.
- 5
Add a step if needed
If the flow has no Knowledge step yet, Officely offers to add one. Click Add a Knowledge step to put it before your first agent, or Not now.
Officely turns your documents into searchable passages automatically. There is nothing to configure for that.
Choose sources for a step#
Open a Knowledge step to see Sources: every document in the flow, with a checkbox. The counter shows how many this step uses, such as 12 of 15 used.
- Check Use all to search everything, or pick only the pages this step needs, for example only your shipping and returns pages for a delivery step.
- New documents you add later are turned on for the step automatically.
- With a long list, use Filter sources to find a page.
Tune the search#
Under Search, the Question is what the step searches for. It starts as {{question}}, the customer's message. You can change it, for example to {{Rewrite}} if an earlier LLM step rewrites short questions into full ones.
Under How it finds answers:
| Setting | What it does | Default |
|---|---|---|
| Passages the answer reads (Top N) | How many passages go to the answering step. More covers more ground but adds noise. Usually 3 to 6. | 4 |
| Passages searched first (Top K) | How many close matches are fetched before ranking keeps the best ones. Raise it if answers miss content you know is there. | 10 |
| Rank results by relevance | A second pass that puts the passages that best answer the question first. Recommended. | On |
| Strictness | Drops passages that look less relevant. Choose Off, Relaxed, Balanced or Strict. Only shown while ranking is on. | Off |
When ranking is off, the step simply returns the closest passages and Passages searched first isn't used.
Test a question#
At the bottom of the step, Test a question shows which passages the bot would read, with their source and score. It uses the settings above, even before you save, and no AI model runs.
- 1
Save once
A brand-new step needs to be saved first: click Preview or Publish in the header, then reopen the step.
- 2
Ask like a customer
Type a real question, such as Do you deliver on Saturdays?, and click Test.
- 3
Read the result
You see a line like 3 of 4 passages would be used to answer, then each passage. Passages marked Not used: below strictness were dropped.
If nothing comes back, check that the sources are on for this step and finished processing. If the right page is found but dropped, lower Strictness.
Common mistakes#
- The bot says it doesn't know, but the answer is on your site. Test the question. If the passage is missing, raise Passages searched first; if it's dropped, lower Strictness.
- The answer step doesn't use the passages. Its prompt must include
{{Knowledge.context}}. Type@in the prompt and pick it. - Old content in answers. Remove the outdated file or page in Add sources and add the new version.
- Test says "Save the flow first". Click Preview once, then test again.