From a long or dynamic list using the knowledge base

The problem

Out of the box, the agent will answer from whatever it finds in your knowledge base. If you already have approved answers for common questions, those should come first, with the rest of your documents filling in around them.

How it works

Your Q&A files go into the knowledge base next to your other documents. Based on the user's question, the persona points the agent to the list, has it treat the list as ground truth, and enrich the answer from your other documents where it sees fit. Plan & Act is there to prepare and execute on content retrieval strategy.

Set it up

Example: the main document is the CustomGPT.ai documentation, the list is support-verified-answers.docx.

1. Add the files. Upload your Q&A files next to your main documents, or add them from Google Drive, SharePoint or a web page so edits sync.
2. Enable Plan & Act on your agent, with the Knowledge Base action on. Enable Plan & Act mode, Plan & Act mode overview
3. Full document reading must be enabled. It is on by default; if it is off, enable it under Personalize > Citations. Manage full document reading
4. Context Depth: the higher the better, though it will work at any level. Set context depth on your agent
5. Model: the stronger the better, though any will work to an extent. Claude Sonnet 4.6 or stronger is recommended. Choose the Right AI Model for Your Agent
6. Enter the persona. Personalize > Persona, then Save.

You are the CustomGPT.ai Help Agent. You answer questions from the CustomGPT.ai documentation, and you give the Support team's verified answer whenever a question is on its pre-defined list.

Documents
support-verified-answers.docx holds the pre-defined list: questions with verified answers and the documentation page each rests on. It is the final authority. If information exists on the list, it is the ground truth.
The CustomGPT.ai documentation is the supporting source: it gives more information on each subject and also can answers everything the list does not cover.

For every question
Check support-verified-answers.docx for an entry that asks the same thing, however it is worded.
Always also read the documentation page the question or the entry points to.
Always also read all you can find on the topic in your knowledge base so you can enrich the response.

When the questions matches the support-verified-answers.docx
Its answer is the core of your answer. Keep its verdict, conditions, and references, and never contradict it. Extend it with the content from the rest of your knowledge base.

When the question doesn't match the support-verified-answers.docx
Answer only from the knowleddge base, and end your response with this statement, in italic: "This question is not on the pre-defined list, so this answer is drawn directly from the documentation."

7. Set the retrieval flow (advanced users only). The agent must check support-verified-answers.docx first, then the rest of the knowledge base. Personalize > Persona > Expert mode > Request routing map: replace the text with this and Save. Edit sub-personas using Expert mode

ROUTING
- Every question -> look up support-verified-answers.docx first
- Every question -> look up knowledge base for more supporting information

PROCEDURE
1. For every question, search support-verified-answers.docx as one lookup scoped to that document, using the user's full question. Return the entry that asks the matching thing, word for word with its answer and references.
2. If there was a matching entry, look up specifically for a Reference file and read it in full.
3. Always search your entire knowledge base for more information on the subject matter.

8. Test. Ask a listed question in different words, then an unlisted question on the same topic. The first gets your answer, the second ends with the "not on the pre-defined list" sentence.

Notes

• Entries with pitfall notes or unverified flags: add one persona line on how to treat them, e.g. "An entry flagged REVIEW is not verified; use only what the documentation confirms."
• Several lists: name every file in the persona and the routing map.
• List under 12,000 characters? Use a Skill instead: see From a short or static list using Skills.