Teach Charlie everything she needs to know about your practice! This guide shows you how ALOHA® organizes information and how to use the various tools in your Knowledge Base to refine her responses for your patients.
✨ When You Need This Guide:
You want to train Charlie to answer a specific question using a controlled response.
You want to simulate a call scenario to review her responses before they go live.
You need to upload practice policies or insurance documents for her to reference.
You want to ensure Charlie pronounces your doctors' names correctly.
You want to adjust Charlie’s personality or set rules for handling upset callers.
What This Covers (And What It Doesn't):
✅ Deep dive into all Knowledge Base source types including Articles, Website Crawls, Documents, Guidance, and Pronunciation.
✅ Using the Test Tab to verify and instantly correct Charlie's knowledge.
❌ Instructions for updating office hours (these are synchronized directly from your main settings).
Prerequisites/You'll Need:
Access to your ALOHA account.
Digital copies of practice policies (PDF, DOC, DOCX, TXT formats).
Phonetic spellings for provider names.
🛠️ Managing Your Knowledge Sources
When you combine the different sources below, they work together to create the ultimate Charlie experience for your callers.
1. ALOHA Settings (Highest Priority Overall)
Charlie references your ALOHA settings first for business hours.
Important: Do not attempt to teach Charlie your hours in the Knowledge Base! Always update your hours in your main Settings to ensure she knows exactly when you are open.
2. Training Questions (Highest Priority of Knowledge Base Sources)
Use these for anything where a precise, controlled answer matters. Covered in detail below.
Test Conversation Training: Allows you to provide the ideal response to a test chat question.
Manual Entry: Allows you to bypass the chat portion and enter questions and answers manually.
3. Articles
This is for text-only content—simply copy and paste or write directly into the space.
Go to Agents > Knowledge Base > Content > Articles > Click New.
Charlie commits this to memory and references it when appropriate. You can set these to Active, Inactive, or Archived.
4. Website Crawl
Enter your practice URL to let Charlie "read" your site.
Go to Agents > Knowledge Base > Content > Websites > Click New.
You can configure how many "layers deep" the crawl goes, what pages not to crawl, and how often ALOHA re-crawls the site to keep information current.
5. Documents
Upload actual files like office policies, payment terms, or insurance lists.
Go to Agents > Knowledge Base > Content > Documents > Click New.
Charlie reads these files (PDF, DOC, DOCX, TXT) to answer relevant patient questions.
6. Guidance (Personality & Rules)
Go to Agents > Knowledge Base > Guidance to access.
Communication Style: Shape Charlie’s tone and personality to match your practice by clicking +New Style.
Communication Rules: Teach Charlie to recognize escalated patients so she can automatically transfer them to a human staff member by clicking +New Rule.
7. Pronunciation
Ensuring Charlie says names correctly is vital for building trust.
Go to Agents > Knowledge Base > Pronunciations.
To add: Click New Pronunciation, enter the original word (like a provider’s name), and type the phonetic spelling.
Test it: Always click the play icon to confirm it sounds natural. To fix an entry, delete it and re-add it.
🛠️ Instant Agent Training with the Test Tab
You can teach Charlie Agents in real-time by simulating a conversation:
Navigate to the Test tab in your dashboard.
Type a question a patient might ask and click Send.
Review Charlie's response. If it isn't quite right, click the Thumbs Down icon.
Go to the Test Questions sub-tab to finalize the training:
Option A: Test Conversation Training Click on the specific question from your recent chat. Provide the ideal response and click Save Changes!
Option B: Manual Entry Click New Training Question. This page allows you to set the question to Active or Inactive and choose which other Knowledge Base resources Charlie should reference when answering.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
Charlie is guessing about which insurance we take. | She is likely pulling from an old document. | Create a Training Question with your exact insurance list. This will override all other documents. |
Charlie sounds too formal during calls. | Her Communication Style in the Guidance section might not be set to match your preferred tone. | Update your Guidance settings with 2-3 adjectives like "Warm" or "Energetic" to soften her tone. |
A patient was frustrated, but Charlie recited our policy. | You haven't set an Escalation Rule for emotional keywords. | Add a new rule in Guidance to "Transfer to Staff" if keywords like "upset" or "manager" are used. |
Charlie mentioned a provider who no longer works here. | That provider's name is likely still in an uploaded PDF or on your site. | Archive the old document and upload a corrected version, or use a Training Question to "delete" that info. |
You'll Know It's Working When:
Charlie correctly pronounces key terms for your practice correctly.
Upset callers are seamlessly transferred to your front desk staff based on your Guidance rules.
Charlie gives the answers you provided in the Test tab.
💬 Need Help? We're Here!
Call us at 800-563-0469 or email support@getaloha.com.