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A simple Knowledge Base (KB) topic answers a question in one turn. It does not trigger actions, ask follow-up questions, or route the conversation. This lesson walks through how to define, write, and test a simple KB topic, which will be the foundation of a successful agent: overview

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What “simple” means

  • Handles one intent
  • Completes in one turn
  • Requires no clarification
  • Triggers no actions
  • Works the same way in Chat and Call
A simple KB topic does not:
  • Combine multiple questions
  • Offer SMS, handoff, or routing
  • Ask the user a follow-up question
If a topic needs any of those, it should be implemented as a complex topic instead. These will be covered in more detail in level 2 of the PolyAcademy.

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Before you start: define your intent

Answer these questions before creating the topic:
  • What is the exact question being answered?
  • Can a human answer it in one short response?
  • Can users reasonably phrase this question in several different ways?
If the topic answers more than one question, split it. Example: single intent
  • “What time do you close?”
Example: multiple intents
  • “What time do you close and do you have holiday hours?”
These should be two separate topics.

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Step 1: Choose a precise topic name

The topic name is the strongest signal for retrieval. Good topic names:
  • Describe one intent
  • Are specific, not general
  • Use snake_case
Examples
  • closing_time
  • parking_cost
  • pet_policy
Avoid names that are broad or vague. Avoid
  • info
  • general
  • shop_questions
  • misc

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Step 2: Write sample questions

Sample questions teach the retriever how users phrase requests. Add 5–10 variations that reflect real speech. Include:
  • Short questions
  • Polite phrasing
  • Informal or incomplete phrasing
  • Call-style filler words
Example: closing_time sample questions
  • what time is closing
  • closing time
  • when do we have to leave
  • when do you shut
  • what time do we need to be out by
  • uh what’s the closing time
Avoid:
  • Repeating the same sentence with small wording changes
  • Writing marketing-style language
  • Including answers

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Step 3: Write the Content response

The Content field is the agent’s full response. It should be:
  • Short
  • Direct
  • Easy to understand when spoken
  • Complete on its own
Use this structure:
  1. State the answer clearly
  2. Optionally mention one next step
  3. Stop
Example: closing_time content 
We open at 9am. Closing time is at 6 p.m.

If you'd like to hire the store for a late event, I can help with that.
This works because:
  • The answer comes first
  • The response ends cleanly
  • No action is triggered
Avoid:
  • Explanations or justification
  • Policy language
  • Multiple offers or options
Avoid 
Closing time is at 6 p.m., which allows our cleaning team to prepare the store for the next day.
This reads well on a page but performs poorly.

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Step 4: For now, leave Actions empty

For a simple KB topic:
  • Do not add Actions
  • Do not reference functions
  • Do not trigger handoff or SMS
If an action is required, the topic is no longer simple and should be rewritten as a complex topic.

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Common simple KB patterns

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Static information

Topic name opening_hours Content 
We are open daily from 7 a.m. to 6 p.m.

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Policy statement

Topic name pet_policy Content 
Guide dogs and other service animals are allowed in the store. Other pets are not allowed.

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Location information

Topic name parking_location Content 
Parking is available in the structure beneath the mall entrance.

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Price reference

Topic name parking_cost Content 
Self-parking is free on weekdays and $5 an hour on weekends between 9am and 5pm.

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Verification

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Test in Chat

Ask the question using:
  • Exact phrasing
  • Informal phrasing
  • Polite phrasing
  • Abrupt phrasing
Confirm:
  • The same topic triggers every time
  • The response does not change
  • No follow-up question is asked
Live, in the test panel, look for the topic citations to confirm which topic was recalled by the agent. overview

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Test in Call

Ask the same question out loud, including hesitation or filler words. Confirm:
  • Speech is transcribed correctly
  • The response sounds natural when spoken
  • The agent does not over-explain
In conversation review, make sure topic citations are enabled: overview

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Final checklist

Before moving on, confirm:
  • The topic answers exactly one question
  • Sample questions reflect real user phrasing
  • Content is short and speakable
  • Actions are empty
  • The topic behaves the same in Chat and Call