As you add and manage articles, there are a number of validation checks that are performed by the system to enforce limits and thereby promote best practices. This helps to ensure your content is suitable for messages, which should be short.
As of March 5, 2021, the limits have changed and are as described below. The limits are enforced by the application, and error messages are shown to inform you of them.
Knowledge base-level limits for internal knowledge bases
If you’re using an internal knowledge base, the following knowlege base-level limits apply. These vary depending on the NLU engine that’s in use.
|Type of knowledge base||NLU engine||Number of articles allowed per knowledge base|
|Internal, with Domain intents||LivePerson or third-party||1,000|
|Internal, with Domain intents||LivePerson (Legacy)||250|
|Internal, with Knowledge Base intents||LivePerson (Legacy)||250|
Article-level limits for internal knowledge bases
If you’re using an internal knowledge base, the following article-level limits apply.
|Attribute or setting||Limit|
|Detail||1,000 characters if no HTML is used, or 320 characters if HTML is used
A single text interaction has a limit of 320 characters on the word boundary before it gets split into 2 parts. For this reason, HTML isn't suitable if you have more than 320 characters, as the HTML might break if the text is split. Thus, this limit is applied.
|Intent qualifiers||40 in number
Not applicable when the knowledge base uses Domain intents
|Positive learnings||10 in number|
|Negative learnings||10 in number|
|Tags||10 in number
length of each tag: 25 characters
|Categories||length of each tag: 25 characters|
|Content links (content, audio, image and video)||1,000 characters|