Add knowledge, variables, and functions
Use the smallest correct context layer for each requirement. Do not turn the system prompt into a copy of every business fact or tool schema.
Choose the correct layer
| Requirement | Best layer |
|---|---|
| Role, policy, call flow, escalation, safety | System prompt |
| Short stable value such as hours or service area | Variable |
| Larger or frequently updated reference content | Knowledge base |
| External read or write operation | Function or integration action |
| Current call, caller, date, time, and runtime capabilities | Platform runtime context |
Variables
Define variables under Configuration → Variables, then reference them with {{name}}. Names support letters, numbers, and underscores.
Variables are plain contextual values, not secrets. Never store passwords, API keys, or private access tokens in them. If a value changes, update the draft, test the affected behavior, and publish.
Knowledge
Select Add Knowledge Base in the configuration panel to attach an existing workspace knowledge base. The inbound editor currently supports one agent-level knowledge-base selection.
Knowledge provides retrieved evidence; it does not decide when the agent should search or what to do when evidence is missing. Add prompt rules that define:
- when to consult knowledge;
- which source should win when facts conflict;
- how to say that an answer is unavailable; and
- which questions require a human handoff.
Do not paste an entire website or PDF into the prompt. Ingest it, inspect extraction and chunks, and evaluate retrieval.
Functions and integrations
Attach capabilities from the editor's Functions panel. Functions are grouped by Pre-Call, During Call, and Post-Call execution stage. A disconnected integration is unavailable even if a prompt marker exists.
Attachment and prompt policy are separate requirements:
- Attach the exact function to the draft.
- Insert its exact marker, for example
[[Function: check_availability]]. - State when it may be called.
- List required inputs and how they are collected.
- Require confirmation before consequential writes.
- Define success, empty-result, and error responses.
- Never let the agent claim success before the tool returns success.
Example:
APPOINTMENT ACTION
Use [[Function: book_appointment]] only after the caller asks to book.
Collect and repeat back the date, time, name, and phone number.
Ask for explicit confirmation before calling the function.
After success, state only the confirmed result returned by the function.
If it fails, apologize, do not claim a booking, and offer a human handoff.
Connected functions can perform real actions during an owner browser test. Use test accounts and safe records.
Draft and published boundaries
Variables, knowledge selection, and attached functions are part of the versioned configuration. Browser tests use the saved draft. Real calls continue using the published snapshot until the updated draft is published.
Reusable knowledge bases, function definitions, and integration connections are workspace resources. Editing or deleting shared resources can affect more than one agent; inspect usage before changing them.