Adding and Managing Documentation

Adding Documentation

1. Go to Knowledge Base → Docs tab (it's the first tab)
2. Click Add Documentation
3. Enter a Title for the document
4. Select a Type (SOP, Policy Explainer, or Script)
5. Write or paste your content using the rich text editor: supports headings, bold, italic, lists, and blockquotes
6. Add Tags (comma-separated, optional)
7. Click Publish to make it live, or Save draft to keep working on it

There's no file upload. Paste the text of your handbook, guide, or policy into the editor.

Drafts and publishing

Every new document starts as a Draft. Drafts are saved but invisible to your agent, so you can write and revise without affecting live calls. The status pill at the top of the editor shows Draft or Published; click it to switch, then save.

A document only counts once it's published. If your agent doesn't seem to know something you added, check for a Draft badge in the Docs list first.

Editing Documentation

Click the edit icon on any document to open it in the editor. Make your changes and click the save button (it reads Save changes for a published document and Save draft for a draft). Published documents are re-indexed automatically so your agent searches the new version on the next call. To take a published document offline, switch the status pill to Draft and click Save as draft.

How Your Agent Uses Documentation

Your agent doesn't read entire documents during calls. When it needs specific information, it searches your published documents by meaning and retrieves the most relevant passages. This means even a long manual is useful — the agent finds the right paragraph without reading the whole thing.

What to Add as Documentation

Add content that contains detailed reference information your agent might need occasionally:

• Standard operating procedures
• Detailed service descriptions
• Insurance coverage guides
• Compliance documents and regulations
• Employee training materials
• Detailed policy explanations

What Not to Add as Documentation

Don't add documentation as a substitute for Quick Facts and FAQs. Information that's asked about frequently (accepted insurance, cancellation policy, common questions) works best as a Fact or FAQ: they're short and precisely named, so the agent finds them reliably and quotes them exactly, and they feed the summary your agent starts every call with. Hours and address have their own dedicated configuration in Schedules and Locations.

Similarly, if the content is a list of products or services with pricing, use the Catalog instead.

You Can Also Ask Allison

Documentation is currently managed through the dashboard. For quick knowledge additions (facts, FAQs), you can ask Allison directly — through the dashboard chat or by calling Allison.