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Documentation Index

Fetch the complete documentation index at: https://docs.dialai.ca/llms.txt

Use this file to discover all available pages before exploring further.

The Documentation tab on Configure Flow controls what reference material your AI agent can search during a conversation. Attach documents, FAQs, and search-tuning configuration so the agent answers from your sources of truth instead of inventing answers. This page is the deep dive on the Documentation tab. For the rest of the configuration tabs, see Flow Configuration.

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Accessing the Documentation tab

  1. Navigate to Build > Flows.
  2. Open the flow you want to configure.
  3. Click Configure in the top-right.
  4. Select the Documentation tab.
The Documentation tab is one of nine tabs on the Configure Flow page.

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Fields

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Amount of Documentation

A slider (0–10) that controls how much documentation and FAQ content is provided to the AI after each customer message.
  • Default: 5.
  • Higher values: more documentation segments are included with each response. Richer context, slower responses, more tokens.
  • Lower values: fewer segments. Faster responses, tighter context, agent may miss information that’s actually relevant.
Start at 5 and tune from there based on how often the agent says “I don’t know” for questions that are in your documentation.

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Enable Query Rewriting

A toggle that activates the query rewriting agent for non-voice conversations. The rewriter turns each customer message into a search query optimized for finding relevant documents, even when the customer’s phrasing doesn’t match how the documents are written. Enable when your customers and documentation use different vocabularies. Example: documentation says “Energy Rebate Program”; customers say “discount on power bill”. Query rewriting bridges that gap. Note: query rewriting adds latency to document retrieval. Leave it off when responses need to be fastest and your customer/document vocabularies already match.

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Query Rewriter Context

A free-form text area for hints to the query rewriter — industry-specific terminology, synonyms, common customer phrasing variations, abbreviations. Example:
Customers refer to “solar panels” as “PV systems” or “sun panels”. “Rebate programs” include both federal and state incentives. Customers often say “my bill” when they mean monthly invoice.

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Documents

The reference documents the agent can search. Click + Create New to attach documents from your organization’s document library.
  • Documents are managed under Manage Documents. You can upload files directly or sync from S3 / Confluence.
  • Multiple documents can be attached; the agent searches across all of them.
  • Attached documents are indexed once; updates to a document re-index automatically.

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Frequently Asked Questions (FAQs)

Pre-configured question/answer pairs the agent should reference. FAQs are managed under FAQ.
  • Click + Create New to attach FAQ sets.
  • When the agent decides a customer message is similar to an FAQ question, the FAQ answer is provided alongside any retrieved documents.
  • FAQs are best for short, definitive answers to common questions. For longer policy or procedure documents, use Documents instead.

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Workflow

1

Inventory your reference material

Collect every document, guide, policy, and procedure relevant to the flow you’re configuring. Identify which questions come up often enough to deserve an FAQ.
2

Upload documents and create FAQs

Add documents under Docs > Manage. Create FAQ pairs under Docs > FAQ.
3

Attach to the flow

Open the flow’s Documentation tab. Attach the relevant documents and FAQs. Set the Amount of Documentation slider to 5 to start.
4

Tune query rewriting

If your customers use vocabulary that differs from your documents, enable Query Rewriting and add a Query Rewriter Context that lists the common synonyms.
5

Test

Run a test conversation (see Testing Flows) and ask questions that should be answered from your documentation. If the agent says “I don’t know” for things that are in your docs, increase the Amount of Documentation slider or expand your Query Rewriter Context.

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Best practices

Keep documents current. Stale documents are worse than no documents — the agent will confidently quote outdated policy. Set a review cadence. Prefer concise documents to monolithic PDFs. Smaller, focused documents retrieve more accurately. A 200-page handbook is a worst-case for retrieval; ten 20-page sections are much better. Use FAQs for one-line answers. “What are your hours?” → FAQ. “How do I file a claim?” → Document. Test before you ship. Every change to the Documentation tab can change agent behavior. Walk through a few realistic conversations after each change.

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Troubleshooting

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The agent isn’t finding documents it should

  • Enable Query Rewriting if it isn’t already on.
  • Expand Query Rewriter Context with the customer phrasings you’re seeing.
  • Confirm the document is actually attached (not just uploaded to the library).
  • Increase the Amount of Documentation slider.

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Response times are slow

  • Lower the Amount of Documentation slider.
  • Split very large documents into smaller, focused pieces.
  • Disable Query Rewriting temporarily to isolate the latency source.

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Answers are inconsistent

  • Look for duplicate or conflicting documents — both can be returned by retrieval.
  • Verify FAQ answers are clear and don’t contradict the attached documents.
  • Check that the Query Rewriter Context isn’t subtly misleading the rewriter.

Flow configuration

Every Configure Flow tab.

Manage documents

Upload, sync from S3/Confluence, and organize source material.

FAQ

Manage Q&A pairs.

Document search

Search across attached documents.