AI knowledge and web search
Give agents configured knowledge lookup, web search and page-reading functions to support their answers.
What it is
Knowledge Base, Google Search and Web Browser give an agent information beyond the conversation. They can retrieve business knowledge, return search results or read text from a web page. The agent uses the returned material when preparing its answer.
Who uses it and why
Users with the Settings or Developer role configure sources and decide which lookup functions an agent can use. Operators receive better-informed suggestions or private answers. Visitors can receive answers based on the configured information through Autopilot.
Where to find it
Create the functions under Settings › AI › Functions and manage source records under Settings › AI › Knowledge Sources. Assign them under Settings › AI › Features or through an assigned skill.
You need Settings with AI allowed under Settings Permissions, or Developer. Operators and visitors use the resulting answers through their normal AI conversation tools.
How it works
- Knowledge Base sends a query to the configured knowledge service and returns matching records. An empty match produces no retrieved records.
- Google Search submits a query to the configured Google search engine and returns result titles, links and snippets. A search snippet is not the full page.
- Web Browser requests a page and extracts its title, link and selected text. With no CSS Selector, it reads the page body.
If Get product details from link data is enabled, Web Browser first tries to find embedded product information. If it finds none, it falls back to page text.
The agent decides whether another lookup is needed before answering, subject to its instructions and remaining execution allowance. Citations depend on the returned information and the feature's citation configuration.
Configure it
Create a function of the required type. For Knowledge Base, select Knowledge Base Type and complete that service's connection and search options. Associate a Knowledge Source where the integration uses one.
For Google Search, configure API Key and API CX. For Web Browser, set CSS Selector only when the agent should read a particular page section. Use simple selectors for a tag, ID or class.
Enable and assign the function to the intended feature or skill. Write a description explaining what information it can retrieve and when it is useful.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| CSS Selector | Settings › AI › Functions | website | Not set; read the page body | Settings role, Developer role | Restricts Web Browser extraction to a selected part of the page. |
| Override User Agent | Settings › AI › Functions | website | Not set: sends Mozilla/5.0 (compatible; INSIDEBrowser/3.0;) | Settings role, Developer role | Changes the browser identity sent with Web Browser page requests. |
| Get product details from link data | Settings › AI › Functions | website | Off | Settings role, Developer role | Tries to return embedded product information before extracting ordinary page text. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Knowledge Base Type | Settings › AI › Functions | Yes | Selects the knowledge service and its connection options. |
| Knowledge Source | Settings › AI › Functions | No | Associates the function with a configured source where supported. |
| API Key | Settings › AI › Functions | Yes | Supplies the Google Search service credential for a Google Search function. |
| API CX | Settings › AI › Functions | Yes | Identifies the Google search engine used by a Google Search function. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure retrieval functions and sources when AI is allowed under Settings Permissions. |
| AI | Allows AI configuration within Settings Permissions. |
| Developer | Configure retrieval functions and sources. |
Limits and good to know
- Basic Web Browser limits returned content to 2000 characters, with a truncation marker added for longer content.
- It reads the retrieved page text. Do not rely on it for interactive page navigation or content that requires JavaScript to render.
- Selector support is limited. A complex selector or a changed page layout can prevent extraction.
- Knowledge filters, result counts and search behaviour depend on the selected service.
- Assigning a retrieval function does not guarantee a lookup on every question or a citation on every answer.
Depends on and works with
+2 more · this feature uses
- Algolia Search for AI knowledgeConfigured by
Algolia function settings select the application, index and result count.
- Knowledge sources behind AI citationsConfigured by
Knowledge Source records name retrieved information for citation display.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Roles and AI permissions control configuration access.
- AI feature settings and change historyConfigured by
The feature assigns functions and instructions to the agent.
- AI run limitsConfigured by
Searches and page reads consume the agent's execution allowance.
- AI functions and required inputsRequires
The agent must have the appropriate retrieval function available.
- Reusable AI skills and instructionsEnhances
A skill can add retrieval functions when it activates.
- AI answer citations and summariesEnhances
Supported answers can show citations from retrieved sources.
- AI result processor templatesEnhances
A result processor can transform retrieved output or derive citations.
- Knowledge Base connections for AIConfigured by
Knowledge Base function settings choose the retrieval service, search mode and result limits.
- Algolia Search for AI knowledgeConfigured by
Algolia function settings select the application, index and result count.
- Knowledge sources behind AI citationsConfigured by
Knowledge Source records name retrieved information for citation display.
Used by
- Autopilot for live chatEnhances
Knowledge and search functions can supply answer information.
- AI functions and required inputsEnhances
Knowledge and browser functions provide retrieved information.
- AI answer citations and summariesEnhances
Knowledge and search tools can supply cited source material.
- Knowledge Base connections for AIRelated
The knowledge and web search overview explains how agents choose between knowledge retrieval, web search and page reading.
FAQ and troubleshooting
Why does the answer omit information lower down a page?
The basic browser returns only the first 2000 characters of extracted content. Use a selector that targets the relevant section, or provide the content through a suitable knowledge source.
Why does search return a link but not the detail on that page?
Google Search returns snippets. Give the agent a Web Browser function if it also needs to read page text.
Why did Web Browser fail after a website redesign?
Review CSS Selector against the updated page structure. Start with a simple selector or clear it to read the body.
Why is my knowledge function returning no matches?
Check the selected source, service connection, available content and filters. Also check that the function is enabled and assigned to the feature or active skill.