Only approved knowledge reaches your assistant. Review keeps out anything that's out of date, wrong or not meant for callers.
Reviewing new sections
Imported web pages and uploaded documents appear under Needs review. For each section:
- Read the Title and Content. You can edit both.
- Choose Approve if it's accurate, or Reject if the assistant shouldn't use it.
FAQs you write yourself skip this step.
After approving
Publish your assistant again. Until you do, the assistant's page shows Unpublished changes and callers get the previous version.
Managing sources
Each source in Sources shows its type (web page, document or FAQs) and how many of its sections are approved. You can:
- open a section to read it,
- Reject an approved section, or Approve a rejected one,
- Delete the whole source.
How the assistant uses it
The assistant answers using only your approved knowledge and business details. If the answer isn't there, it says it isn't sure and offers to take a message.
There's a limit to how much knowledge fits in an assistant's instructions. If you go over it, publishing warns that some items were left out: remove or shorten some to make room.
Good to know
- Knowledge is shared by every assistant in the workspace.
- Members, admins and owners can review. Viewers can read it.
- Check your knowledge whenever prices, hours or policies change.