Getting knowledge in
Write it directly
Add an entry with a question and an answer. Best for the twenty things customers always ask.
Upload documents
Price lists, policies, service descriptions, menus. Content is extracted and indexed.
Import from a URL
Point at a page on your site and pull the content in.
Bulk import
Load many entries at once from a structured file.
Collections
Entries can be grouped into collections, which is how you keep one workspace’s knowledge organised when it covers several branches, brands or service lines.Your catalog is separate
Knowledge answers questions. Your catalog (offerings, properties, services, menu items) is structured data the agent searches and books against. A price lives in the catalog; the policy about how prices work lives in knowledge. Catalog attributes are seeded by your vertical pack: real estate ships bedrooms, bathrooms and size; salon ships duration and category.How retrieval works
A customer question is matched against your knowledge semantically rather than by keyword, so “do you take walk-ins” finds an entry titled “appointment policy”. Each match carries a similarity score, and the agent will not answer from a match that scores too low. It escalates instead. The explainability panel shows exactly which entries were retrieved for a given answer and how closely each matched.Knowledge gaps
The platform mines your own failures each week and tells you what you have no answer for. It looks at questions that led to hallucination flags, escalations, thumbs-down ratings, and unanswered turns, clusters them by topic, and scores each cluster by how often it comes up, how recently, and how badly it went. What you get is a ranked list of missing answers rather than a transcript dump. Each finding is one of two kinds:
The distinction matters: a cluster of failures does not prove the answer is missing. Sometimes the
answer exists and is unreachable, and writing a second copy of it would not help.
You can ask the platform to draft an answer for a content gap, review it, and publish it into your
knowledge base. Drafting is on demand rather than automatic, so nothing is written in your voice
without you asking for it.
A weekly count of new gaps appears in your digest.
Connectors
Knowledge can be pulled from external sources you connect rather than uploaded by hand. Available sources are listed under Knowledge, then Sources, and each one is connected with its own authorisation.Keeping it current
- Retire rather than delete when an answer stops being true, so you keep the history.
- Watch the gaps list weekly. It is the cheapest quality improvement available.
- Check what the agent actually retrieved when an answer looks wrong, using the explainability panel, before rewriting the entry. Often the entry is fine and a different one is winning.