Knowledge base context

The last section of Bot settings controls how deeply the bot reaches for articles linked through prerequisites when preparing an answer.

The "Context depth" field

You choose one of four values:

• 0: disabled. The bot reads only the articles that directly match the question. Prerequisites are ignored.
• 1: the bot reads the directly matched articles and their immediate prerequisites.
• 2 (default setting): the bot reaches one level further, the "prerequisites of prerequisites."
• 3: the broadest context. The bot reaches the third level of dependencies.

What to choose

In most cases, leave it on 2. This setting works well both for online stores and for B2B services.

Consider 3 if:

• you have a deeply structured knowledge base with a large number of prerequisites,
• customers often ask questions that require an understanding of broader context (for example, regulated industries).

Stick with 1 or 0 if:

• your knowledge base is flat, that is, it consists of single, self-contained articles,
• you want the bot's answers to be shorter and less elaborate,
• you notice that the bot "talks too much" and introduces tangential information.

Impact on response time

Higher depth = more text to read = a slightly longer time to generate an answer. The difference between 2 and 3 is usually 1 to 2 seconds. In most cases it does not matter, but if maximum speed is important to you, choose 1 or 2.

What's next

Now that the bot is configured, you can go back to the knowledge base and refine your articles, or test the full flow in incognito mode on your site.