Setting Up Context Connections

Viewing Connections

Go to Knowledge Base → Connections tab. You'll see a list of existing connections between your knowledge items.

Creating a Connection

1. Click Add Connection
2. Select the Source item (e.g., an intent, fact, or FAQ)
3. Select the Target item (what the source is related to)
4. Choose a Connection Type (e.g., related_knowledge)
5. Set the Strength (0.0-1.0) — how strongly related the items are
6. Click Save

When to Create Manual Connections

Automatic connections are generated when you set up your agent. Create manual connections when:

• You add a new fact, FAQ, or policy that relates to an existing intent
• Two knowledge items are conceptually related but don't share keywords (so automatic connection didn't catch them)
• You want to boost the relevance of specific information for certain call types

Connection Strength

• 1.0 — always relevant when the source is active (e.g., cancellation policy is always relevant during appointment calls)
• 0.5-0.9 — usually relevant but not always
• Below 0.5 — loosely related, only surfaced when other results are weak

Tips

• Focus connections on your highest-volume intents first
• Connect escalation-related knowledge to the intents most likely to need escalation
• Review after adding new knowledge — does it connect to existing intents?
• Don't over-connect — too many weak connections add noise