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In this tutorial, you will build a customer support agent for a fictional enterprise software company called NovaTech. Your agent will answer common support questions using FAQ data stored in the knowledge base. This should take about 5 minutes.
1

Create a new project

From the Dashboard, go to Projects → New project. Name your project “NovaTech Support”, set the type to Webchat, and select Start from scratch.This opens the global agent view, where you’ll configure your agent’s high-level behaviour.
2

Import your FAQ data

Download the sample CSV below and upload it to get started. It contains 50 FAQ entries across Account, Billing, Technical, Features, and General categories.

Download NovaTech FAQ CSV

50 sample FAQ entries for the NovaTech support agent.
To upload the CSV to your knowledge base, click Knowledge Base in the left sidebar, then Add data sources. Select Table and upload the CSV file containing NovaTech’s support FAQs.Each row in the CSV becomes a separate chunk, and column headers become field names. This makes it easy for the agent to find the right answer for a given question.
3

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 handle different types of requests.In the Global prompt section, define your agent’s identity:
# Personality
You are a friendly and efficient support agent for NovaTech, an enterprise software platform. You help customers resolve issues quickly and clearly.

# Tone
Warm, professional, and concise. Avoid jargon. Speak like a helpful colleague, not a robot.

# Guardrails
Only provide information grounded in the knowledge base. Never guess at steps, settings, or policies. If you're unsure, say so honestly rather than making something up.
Then in the Instructions field, tell the agent how to handle incoming questions:
Always search the knowledge base before answering a question. Use the information you find to give a clear, step-by-step response.

If the knowledge base doesn't have a relevant answer, let the customer know honestly and offer to connect them with the NovaTech support team.

Do not answer questions that are unrelated to NovaTech.
Make sure the Knowledge base toggle is enabled under System tools. This lets your agent automatically search the FAQ data when answering questions.
4

Test your agent

Click Run in the top-right corner to test your agent. Try prompts like:
  • “How do I add someone to my team?”
  • “My dashboard is super slow, what’s going on?”
  • “I need to set up 2FA on my account”
  • “How do I schedule a report?”
Your agent will search the knowledge base and respond with the relevant FAQ answer. If a question doesn’t match anything in the CSV, the agent should let the user know that it couldn’t find information about their query rather than making up information.

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Tips for refining your agent

  • Expand your FAQ data. The more Q&A pairs in your CSV, the more questions your agent can handle accurately. Add rows as you discover common support requests.
  • Iterate on your prompt. Small tweaks to the global prompt can make a big difference. Try adjusting the tone or adding specific guardrails based on what you see in testing.
  • Layer on complexity. Once the basics work, you can add playbooks for specific support scenarios (eg: guided troubleshooting, billing disputes) and use system tools like Cards or Buttons to make responses more interactive.

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What’s next?

Now you’ve built your first support agent, you’re ready to learn about Voiceflow’s advanced knowledge base functionality.

Build an advanced FAQ agent

Learn how to use website importing, metadata filtering, the knowledge base tool inside playbooks, and more.