Adding and Managing Documentation

Adding Documentation

1. Go to Knowledge Base → Documentation 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 for organization (optional)
7. Click Save Documentation

The content is processed automatically — split into chunks, embedded, and made searchable. This takes a few seconds depending on length.

Editing Documentation

Click the edit icon on any document to open it in the editor. Make your changes and save — the content is re-chunked and re-embedded automatically.

How Your Agent Uses Documentation

Your agent doesn't read entire documents during calls. Instead, when it needs specific information, it searches document chunks by semantic 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 (hours, address, common questions) should be in Facts or FAQs where the agent has immediate access — not in a document that requires a search.

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, policies), you can ask Allison directly — through the dashboard chat or by calling Allison.