Setup guides
Knowledge
Give the assistant more to answer from: uploaded files, web pages and pasted text, and check what it would say.
The assistant states facts from the playbook brief, the community profile and knowledge, plus the answers of any tools you approved, and nowhere else. Knowledge is for the longer material that does not belong in a 500-word brief — your floor plans, your dining, your visiting policy, your FAQ page.
If none of them has the answer, the assistant says so and offers to have your team cover it, rather than guessing.
Add knowledge#
Only owners and admins can manage knowledge.
Open Knowledge and decide who it is for
Go to Knowledge. The Who it is for dropdown appears on each tab.
Choice Effect Every community Account knowledge. A call uses it only when its playbook lists it under Documents this playbook uses, on the playbook's Knowledge FAQ tab. A named community Used on every call to that community, whatever the playbook, and searched first. Put shared policies at account level and list them on each playbook that should use them, and put anything location-specific on the community. A community's own document outranks the account one when both match.
Upload a file
On the Upload a file tab, drop files in or press the button to choose them.
Warning
Supported file types today are plain text, Markdown, HTML and CSV (
.txt,.md,.markdown,.html,.htm,.csv). PDF and Word documents are not supported yet. If your brochure is a PDF, copy its text into the Paste text tab.Files are limited to 20 MB each by default.
Or add a web page
On the Web page tab, paste the address of a page you already publish, and add a title if you want one.
The page is read once, now. If you change the page later, add it again — there is no automatic re-check.
Or paste text
The Paste text tab takes a title and a block of text. This is the quickest way to add something you have only in a PDF, an email or someone's head.
Tip
Plain facts in full sentences work best, for example visiting hours or what is included in the monthly fee. Write as though you were answering a family, not filling in a form.
Wait for it to be ready
Each document shows its status in the list.
Status Meaning Waiting Queued. Reading Being read and indexed. Ready The assistant can search it. Failed Something went wrong. The row says why. Note
If something goes wrong. Files of type … are not supported yet means exactly that: use plain text, Markdown, HTML or CSV, or paste the text. A failed web page usually means the address needs a sign-in or blocks automated readers; paste the text instead.
Ask it a question
Scroll to Ask it a question and type a question the way a caller would ask it. You get the passages the assistant could answer from, and which document each came from. It searches every account document, while a call searches only the ones its playbook uses, so check the playbook's list too.
The first passage is marked Used for the answer. Set As a caller of to a community to see that community's documents ranked first.
What good looks like#
- Every document says Ready.
- Your five most common caller questions each return a passage that actually answers them.
- Nothing in knowledge contradicts the brief. Where they disagree, the assistant can sound inconsistent.
Short answers belong in the playbook#
For questions you want answered word for word, use Knowledge FAQ in the playbook instead. Small sets are always in the assistant's memory, so they are quicker and exactly as written.
Use the playbook FAQ for "Do you allow pets?" and knowledge for "What is in the monthly fee?".
What to put in, and what to leave out#
| Put in | Leave out |
|---|---|
| Visiting hours, pet policy, what is included | Anything you would not want read aloud to a stranger |
| Care levels explained in plain language | Prices — use each community's prices instead |
| Dining, activities, transport, apartment sizes | Individual residents or their families |
| Your public FAQ page | Internal notes, staff rotas, anything confidential |
Warning
Knowledge is used to answer callers out loud. Treat it as public-facing copy: never put health details about a real person, staff records or anything confidential into a document.
Finding what is missing#
The Calls part of the Insights Scorecard lists the questions the assistant could not answer. With the Conversation Intelligence add-on they are grouped in Knowledge gaps instead. Either way, that list is your backlog for this page.
Keeping it tidy#
- Delete a document and its indexed text goes with it, straight away.
- Re-add a web page after you change it.
- A playbook's Knowledge FAQ tab lists the account documents that playbook uses. An account document no playbook lists is never searched on a call.
- Publishing a playbook that lists none of your account documents, while you have some, shows a warning in the publish checklist. You can still publish: leaving them out is sometimes what you want.