Best Practices for Knowledge Ingestion & Prompting

Follow these guidelines to ensure your agent answers reliably and accurately.

1. Preparing training data

Structure with clear headings

When uploading PDFs or text snippets, use clear section headings (e.g. Pricing, Shipping Policy, Returns). Semantic RAG search indexes structured data with higher relevance.

Keep sources updated

When policies or prices change, remove obsolete documents or trigger a re-crawl to prevent outdated replies.

2. Writing system instructions (Prompt)

Your system prompt sets the tone and behavioral boundaries.

You are a knowledgeable and polite customer support assistant for [Company Name].
Your goal is to answer visitor questions strictly based on the provided knowledge base.

Rules:
1. Be concise, friendly, and direct.
2. If the answer is not in the knowledge base, politely state that you do not have that information and invite the visitor to leave their email or phone number.
3. Never invent prices, warranties, or delivery commitments.
4. Reply in the same language the visitor uses.

3. Use Q&A pairs for critical answers

For topics requiring 100% verbatim precision (such as legal terms, pricing tables, or emergency hotlines), use Q&A pairs.

Q&A pairs take highest priority in semantic matching and guarantee exact answers without paraphrasing.