How to Use Knowledge Base Triggers in Conversation AI

This guide explains how to use Knowledge Base Triggers in Conversation AI to control when specific content is used during conversations. You’ll learn how Always-On and Smart Triggers work, how to structure your Knowledge Bases, and how to define effective trigger conditions. By the end, you’ll be able to configure, test, and optimize triggers to deliver more relevant responses and improve sales and support outcomes.

What is Knowledge

Base Triggers? Knowledge Base Triggers allow you to control when Conversation AI uses specific Knowledge Base content during a conversation. Instead of relying only on the AI’s judgment, you can define trigger conditions that activate at key moments ensuring the most relevant content appears exactly when it’s needed. Each Conversation AI agent includes: 1 Always-On trigger for general knowledgeUp to 3 Smart Triggers that activate based on conditionsThis creates a hybrid system where your defined logic handles critical moments, while the AI continues to respond naturally across the conversation.

Key Benefits of Smart

Knowledge Base Triggers & InstructionsDrive more conversions: Surface offers, case studies, or pricing at the right momentImprove response accuracy: Ensure critical content is used when requiredReduce missed opportunities: Automatically respond to buying signalsGain more control: Guide how AI behaves in high-impact scenariosScale content usage: Attach multiple Knowledge Bases per trigger for better organizationAlways-On TriggerThe Always-On trigger contains foundational information that should be available in every conversation.

This acts as your agent’s baseline knowledge. Brand messaging and positioningGeneral offers and pricing rangesBusiness hours and contact detailsCommon FAQs and policiesIf no Smart Trigger conditions are met, the Always-On trigger continues to power responses. Smart TriggersSmart Triggers activate when specific conditions are met in a conversation, allowing the AI to respond with targeted content.

Each agent supports up to 3 Smart Triggers, in addition to the Always-On trigger.

Example use cases

: Real EstateCondition: After budget, location, and preferences are sharedAction: Show relevant property listingsHigh-Ticket SalesCondition: When objections or hesitation are expressedAction: Share relevant case studiesBest practices for writing trigger conditions: Use clear, natural languageFocus on specific moments (e.g., qualification complete, objection raised)Avoid overlapping conditionsAttach only relevant Knowledge Bases to each triggerKnowledge Base Limits and Structure for TriggersUp to 4 triggers total (1 Always-On + 3 Smart Triggers)Up to 7 Knowledge Bases per triggerStructuring your Knowledge Base: Create separate Knowledge Bases for: General FAQsProduct or service informationCase studies and testimonialsPolicies and complianceOnboarding or implementation guidesAttach: Broad content → Always-On triggerSpecific content → Smart TriggersThis improves accuracy and makes maintenance easier.

Best Practices for Structuring Triggers

Design triggers around distinct conversation stagesKeep each trigger focused on a single purposeAvoid adding too many Knowledge Bases to one triggerTest and refine regularlyUse clear naming conventions for triggersHow To Setup Smart Knowledge Base Triggers & Instructions

1. Open Bot TrainingGo to AI Agents → Conversation AISelect your agentOpen the Bot Training tab
2. Configure Always-On TriggerEnsure general Knowledge Bases are attachedRemove highly specific contentSave changes
3. Create a Smart TriggerClick Add TriggerName the trigger clearlyWrite the condition in plain English
4. Attach Knowledge BasesSelect relevant Knowledge Bases (up to 7)Keep them focused on the trigger purposeSave
5. Test in PreviewSimulate real conversationsCheck if triggers fire at the right timeVerify which Knowledge Base is usedAdjust conditions as needed
6. Add Additional TriggersCreate up to 3 Smart TriggersCover different stages like:QualificationObjectionsPricingBookingFrequently Asked QuestionsQ: Do I need to configure Smart Triggers?No. Without triggers, the AI continues working as usual.Q: What happens if no trigger fires?The Always-On trigger handles the response.Q: How many Knowledge Bases can I use?Up to 7 per trigger.Q: Who can configure triggers?Users with Conversation AI training permissions.Q: How do I write effective conditions?Use clear, natural language focused on a specific moment.Q: Do Smart Triggers work with Voice AI or workflows?They are designed specifically for Conversation AI behavior.