Using knowledge in workflows

The main integration: Knowledge bot node

In the workflow editor, the Knowledge bot node lets a workflow answer questions using knowledge sources you select.

It’s designed for:

• FAQ handling before escalation
• guided onboarding (“what plan is right for me?”)
• deflecting repetitive support questions with consistent answers

Configuration

In the node settings you can:

• toggle Enabled
• enable Fallback to Routing (if knowledge search fails)
• select sources (Websites and/or Q&A items)

Design pattern: “capture intent → answer → hand off”

A reliable production pattern is:

1. Interactive Message: capture intent (Sales / Support / Billing / Other)
2. IF branches: route to a lane
3. Knowledge bot: answer common questions in that lane
4. Messenger Handoff (Inbox handoff): escalate anything uncertain to Shared Inbox

The key operational rule: handoff is a boundary. Avoid continuing to automate after the conversation becomes human-owned.

Where else knowledge shows up

Some workflow-level policies can reference website knowledge as part of fallback behavior (for example, catch-all behaviors when input doesn’t match expected options).

See also:

• Workflow nodes
• Inbox handoff