Where do I go to make this change?
From your Dashboard, locate the assistant that you wish to edit (most people only have one, but we support multiple assistants) and click the Control Panel (this is the button with the three dots, sometimes called an ellipsis menu). From there click Add Knowledge.
What does this page do?
Alongside your assistant's Define Behaviours page, this is the most important page to get comfortable with.
This page is where you give your assistant information about your business, your products and services, and any other data that you want your assistant to be able to reference in real-time with your callers.
Key Considerations
To reduce the chance of AI hallucinations we recommend adding as much information about your business as possible. When AI doesn't have information about something sometimes it guesses the answer. For example, if you state that your opening hours are 9-5 Monday to Friday, but don't explicitly state that you are closed on the weekend, sometimes the AI model might guess that you are also open 9-5 at the weekend.
Try to avoid confusing your assistant by giving conflicting information. For example, if your webpage contains an email address and a product spec contains a different email address, you should use the Define Behaviours page to instruct your assistant which one to use.
How to add knowledge?
Click the Add Knowledge button at the top of the page. A pop-up will appear with several options to choose from.
You will get an email noting the success or failure of each item you attempt to add.
1. File
You can upload files directly to your knowledge base. These can be product spec documents. The assistant cannot understand images within these documents, only text and some tabular data.
Supported file types: EPUB, PDF, DOCX, TXT & HTML
Maximum file size: 20Mb
If your PDFs are larger than 20Mb currently, you can compress them using Adobe's free tool: https://www.adobe.com/ie/acrobat/online/compress-pdf.html
2. Text
This is where you can write text directly into the knowledge base. This can be anything from a single fact that you want the assistant to know, a long list of FAQs or a multi-paragraph page of knowledge.
3. URL
This is where you add webpages to your knowledge base. A snapshot is taken immediately of only this page. We don't currently crawl full websites, and we do not automatically update the knowledge base when the webpage is updated.
This will only work for publicly accessible websites, this is not the option to choose for YouTube videos or cloud storage links (see below for both).
4. YouTube Video
Most recent YouTube videos are automatically transcribed at the point of upload. When you add a link to a YouTube video, we attempt to scrape the transcript and add it to your knowledge base as text.
Some YouTube videos don't have transcriptions. This is typically because they are older videos which weren't transcribed, videos where the uploader manually disabled this feature or because of rights management controls which prevent transcripts being made available.
5. Cloud Storage Link
This is a manual process. If you send a link to cloud storage our team will attempt to access the documents and upload them on your behalf. We aim to complete this within 2 business days.
Make sure the folder that you are sharing has Public sharing access enabled before adding it.
How to view the contents of the knowledge base?
Beside each item in the table there is a Details button. Clicking that will launch a pop-up window which shows the content that the assistant has access to. This is useful for confirming that website or document content has been added as expected.
How to refresh the knowledge?
Currently there is no option to refresh data from a webpage that is already in your knowledge base. You need to delete the current content and add the link again to pull the latest version of a webpage.
How to delete knowledge?
Clicking the Delete button beside an item will remove it from your knowledge base.