Knowledge Base

What it is

The Knowledge Base is the source of truth DG uses to answer questions based on your policies, product info and FAQs.

Why it matters

Good knowledge is the fastest way to improve answer quality. It keeps responses accurate and consistent, without needing flow changes for every wording update.

How it works

• You add or sync content into the Knowledge Base.
• In a flow, DG retrieves the most relevant knowledge for a customer question.
• DG uses that content to respond, using an action or an AI chat activity.

In action

A customer asks, “What is your return window?”

• DG retrieves the return policy article
• DG replies with the correct timeframe and conditions