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In this tutorial, you will build a support agent for GoRoute, a fictional ride-sharing and delivery platform. GoRoute has two user types, drivers and couriers, each with different policies, FAQs, and workflows. You’ll import content from two separate help sites using LLM chunking strategies, tag each with metadata, and build playbooks that filter the knowledge base so drivers only see driver content and couriers only see courier content. Before you start, visit goroute.demo.voiceflow.com to explore the GoRoute website and see the content you’ll be importing into the knowledge base.
1

Create a new project

From the Dashboard, go to Projects → New project. Name your project “GoRoute Support”, set the type to Webchat, and select Start from scratch.
2

Import driver help content

Click Knowledge Base in the left sidebar, then Add data sources. Select Sitemap and paste the URL for the driver help center:
https://goroute.demo.voiceflow.com/driver
Voiceflow will crawl the sitemap and import all pages under this URL. Under the Folder dropdown, click Create folder and name it “Driver”. This keeps your driver content organized and easy to find as your knowledge base grows.Under LLM chunking strategies, enable the following three options:
  • Smart chunking: splits content into logical, topic-based sections, which works well for help articles that cover multiple topics on a single page.
  • FAQ optimization: generates sample questions each section could answer, improving retrieval when users phrase things differently than the source content.
  • Remove HTML and noise: cleans up messy formatting from web pages so the agent processes clean text.
Different types of content benefit from different chunking strategies. The combination above works well for help center sites, but when you import your own data, experiment with different strategies to find what gets the best results for your content.
Before importing, click + in the Metadata section and add the following tag:
KeyValue
user_typedriver
This metadata tag is what allows you to filter queries later so the agent only retrieves driver-specific content when helping a driver.
3

Import courier help content

Click Add data sources again. Select Sitemap and paste the courier help center URL:
https://goroute.demo.voiceflow.com/courier
Create a new folder called “Courier” under the Folder dropdown. Then select the same three LLM chunking strategies as before: Smart chunking, FAQ optimization, and Remove HTML and noise. Add the metadata tag:
KeyValue
user_typecourier
After both imports finish, your knowledge base will contain content from both help centers. Each article will be tagged based on user_type. You can verify this by clicking on a data source and checking its metadata in the right panel. You’ll also notice that each page has been split into multiple chunks based on the sections of the page. This is the LLM chunking strategies at work, breaking content into logical, topic-based pieces so the agent can retrieve more precise answers.
4

Set up the agent

Click the Agent tab. You’ll configure two things here: the Global prompt and the Instructions. The global prompt defines your agent’s personality and applies to every turn. Instructions tell the agent how to route requests to the right skill.In the Global prompt section, define your agent’s identity:
# Personality
You are a support agent for GoRoute, a ride-sharing and delivery platform. You help both drivers and couriers with questions about the platform, policies, earnings, and troubleshooting.

# Tone
Friendly, clear, and efficient. Keep answers concise. Use simple language, as many users are checking between rides or deliveries.

# Guardrails
Never provide information meant for drivers to couriers, or vice versa. The policies are different and mixing them up causes real problems. If you're unsure which user type someone is, ask before answering. Never guess at pay rates, bonuses, or policy details.
Then in the Instructions field, add routing logic. You’ll reference the playbooks you create in the next steps, so come back here to update the skill names if needed:
# Identify the user
At the start of the conversation, determine whether the user is a driver or a courier. If it's not clear from their first message, ask: "Are you a GoRoute driver or a courier?"

# Skills
Route to the Driver Support playbook when the user is a driver and asks about ride policies, earnings, vehicle requirements, driver app issues, or any driver-specific topic.

Route to the Courier Support playbook when the user is a courier and asks about delivery policies, earnings, bag requirements, courier app issues, or any courier-specific topic.

If the user asks about something that applies to both (like account settings or payment methods), route to whichever playbook matches the user type they identified as.
Finally, toggle off the Knowledge base in the System tools section of the sidebar. In this tutorial, you only want the knowledge base queried from inside playbooks where metadata filtering is configured. Leaving it on at the agent level would let the agent query all content without any filtering, which could return the wrong information for the user type.
5

Create the driver support playbook

In the Agent tab, click + in the Skills panel to create a new playbook. Name it “Driver Support”.Set the LLM description:
Answers questions about GoRoute driver topics including ride policies, earnings, vehicle requirements, and driver app issues.
Then write the playbook instructions:
# Goal
Help the driver find accurate answers to their questions about driving on the GoRoute platform.

# Steps
1. Search the knowledge base for information related to the driver's question.
2. Provide a clear, concise answer based on what you find.
3. If the answer involves multiple steps (like a setup process or troubleshooting flow), walk through them one at a time.
4. If no relevant information is found, let the driver know and offer to connect them with the GoRoute driver support team.

# Important
Only use information retrieved from the knowledge base. Do not answer driver questions from general knowledge. GoRoute policies are specific to the platform.
6

Add knowledge base filtering to the driver playbook

In the System tools section on the right, enable the Knowledge base tool. Then, click on the tool to expand its settings. Open Advanced query settings, then under Metadata filtering click + to add a filter:
KeyValue
user_typedriver
This ensures that when the agent runs the Driver Support playbook, it only retrieves content tagged with user_type: driver. Courier content will never appear in the results.
7

Create the courier support playbook

Create another playbook called “Courier Support”.Set the LLM description:
Answers questions about GoRoute courier topics including delivery policies, earnings, bag requirements, and courier app issues.
Then write the playbook instructions:
# Goal
Help the courier find accurate answers to their questions about delivering on the GoRoute platform.

# Steps
1. Search the knowledge base for information related to the courier's question.
2. Provide a clear, concise answer based on what you find.
3. If the answer involves multiple steps, walk through them one at a time.
4. If no relevant information is found, let the courier know and offer to connect them with the GoRoute courier support team.

# Important
Only use information retrieved from the knowledge base. Do not answer courier questions from general knowledge. GoRoute policies are specific to the platform.
Then configure metadata filtering on this playbook’s Knowledge base tool. Open Advanced query settings, click + next to Metadata filtering, and this time set the value to courier:
KeyValue
user_typecourier
8

Test with both user types

Click Run in the top-right corner to test your agent. Try sending these messages to verify routing and filtering are working correctly:
Driver test: "I'm a driver. What are the vehicle requirements to drive for GoRoute?"

Courier test: "Hey, I do deliveries for GoRoute. What kind of bag do I need?"

Ambiguous test: "How do I update my payment info?"
Check the conversation logs to confirm:
  • The correct playbook was triggered for each user type
  • The knowledge base query results only contain content matching the right user_type metadata tag
  • The ambiguous test prompts the agent to ask which user type they are, unless you’ve already mentioned your user type.

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Tips for building filtered knowledge bases

  • Verify your filtering. Monitor the logs panel while testing and click into the logs labelled [Agent] knowledge base search completed. You should only see chunks tagged with the correct user_type. If you see mixed results, double-check your metadata tags on the data sources and the filter configuration in each playbook.
  • Combine chunking strategies for web content. Smart chunking splits pages into logical sections, FAQ optimization helps match varied user phrasing, and Remove HTML and noise cleans up web formatting. Together, they significantly improve retrieval quality for help center content.
  • Scale this pattern. You can add more user types (eg: user_type: restaurant_partner) by importing more content with new metadata values and creating additional playbooks with the corresponding filters.

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What’s next?

You’ve built an agent that serves different content to different user types using metadata filtering. Explore these resources to go deeper.

Querying the knowledge base

Advanced configuration for knowledge base queries, including custom queries and query re-writing.

Knowledge base API

Programatically import data into your knowledge base, ensuring it always stays up to date.