How Document Search Gives Your Agent Deep Knowledge

Documents let you give your agent deep, detailed knowledge without manually converting everything into individual facts and FAQs. Paste in your employee handbook, insurance guide, or policy manual — your agent searches it during calls to find exactly the information a caller needs.

How Document Search Works

When you add a document, the platform breaks it into passages and indexes each one by meaning, not just by the words it contains.

During a call, when your agent needs information that might be in a document:

1. The agent works out what the caller is really asking
2. It searches your documents for the passages that best match that meaning
3. It reads the top matches and answers the caller from them

The agent's answer is grounded in your actual documents, not general knowledge. If the information isn't there, it says so rather than guessing.

What Makes This Different from Keyword Search

Traditional search matches exact words. If your document says "cancellation policy" but the caller asks about "refund rules," keyword search fails.

Your agent searches by meaning. "Cancellation policy" and "refund rules" are closely related, so the right passage surfaces even when the words don't match exactly.

What to Add as a Document

Good document candidates:

• Employee handbooks: procedures, policies, reference material
• Insurance or coverage guides: what's covered, what isn't, co-pays, deductibles
• Procedure guides: step-by-step processes for common situations
• Detailed service descriptions: what's involved, what to expect, how to prepare

Keep documents factual and current. The agent treats document content as authoritative — if an outdated document says you require 24 hours' notice but your Cancellation Policy fact says 48, the agent may give conflicting information.

Drafts and published documents

New documents start as drafts. A draft is saved but invisible to your agent, so you can work on it over time. When it's ready, click Publish. Only published documents are searched during calls.

Documents vs Facts vs FAQs vs Catalog

Use documents when:

• The information is too detailed for a Quick Fact (which should be a single value)
• The content is too long for an FAQ (which should be 2-5 sentences)
• You already have the information written up and don't want to re-enter it piece by piece
• The knowledge is reference material the agent might need occasionally, not on every call

Facts and FAQs are short and precisely named, so the agent finds them reliably and relays them accurately in its own words. They also feed the summary your agent starts every call with. Documents are the deep reference library behind that.

Prices, products, services, and menus belong in the Catalog, not in a document. Catalog items are structured, so the agent can quote prices, options, and add-ons exactly and take orders against them. Hours and address belong in Schedules and Locations.