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
Title 128 characters
Summary 300 characters
Detail 5,000 characters

If you include HTML markup, take care to test it and ensure it doesn’t break when the content is sent to the consumer.
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