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Managing Knowledge Bases
🗂️ Content Organization
📁 Categories
Sort your content into categories to keep things tidy:
| Category | Example Content |
|---|---|
| Firm Info | About us, team bios, locations |
| Practice Areas | What kinds of cases you handle |
| Policies | Fee agreements, procedures |
| FAQ | Common questions people ask |
| Legal Info | Info about specific laws or areas |
🏷️ Tags
Add tags to make content easier to find:
- Open a document or entry
- Click Add Tags
- Type in some helpful tags
- Tags make filtering and searching better
✏️ Content Management
🔄 Updating Content
Keep your knowledge base fresh and up to date:
- Open the document or entry
- Click Edit
- Make your changes
- Save the updates
- Changes go live right away! ⚡
🕰️ Version History
See what's changed over time:
| Field | Description |
|---|---|
| Version | The version number |
| Date | When it was changed |
| Changed By | Who made the change |
| Changes | What was updated |
🗑️ Deleting Content
Remove old or outdated content:
- Pick the content you want to remove
- Click Delete
- Confirm that you want to delete it
- It's removed from search results right away
🧪 Testing Your Knowledge Base
Before hooking it up to a live agent, test it first!
🔎 Test Queries
- Open the knowledge base
- Click Test
- Type in some sample questions
- Look at what comes back
- Tweak settings if the answers aren't quite right
💡 Testing Tips
- Try the questions your clients ask the most
- Make sure the answers are correct
- Check that the right content is being found
- Test weird or unusual questions too
- Make sure no private info is being shared
📚 Multiple Knowledge Bases
Use different knowledge bases for different purposes:
🎯 Use Cases
| Knowledge Base | Purpose |
|---|---|
| General FAQ | Common questions about your firm |
| Personal Injury | PI-specific info |
| Workers' Comp | WC-specific info |
| Internal Policies | Info only for staff |
🤖 Agent Assignment
Different agents can use different knowledge bases:
- The inbound receptionist uses the General FAQ
- A PI campaign agent uses PI-specific knowledge
- An internal agent can use all knowledge bases
📊 Analytics
See how your knowledge base is being used:
📈 Usage Metrics
| Metric | Description |
|---|---|
| Queries | How many searches have been done |
| Hit Rate | What percent of searches found good content |
| Top Questions | The questions people ask the most |
| Low Score Queries | Questions that didn't find great matches |
🔧 Improving Content
Use analytics to figure out what's missing:
- Look at the low-score queries
- Find questions that don't have good answers
- Add new content to fill the gaps
- Watch your scores improve over time 📈
🔒 Security & Access
🛡️ Access Control
| Setting | Description |
|---|---|
| Read Access | Who can view content |
| Edit Access | Who can change content |
| Delete Access | Who can remove content |
⚠️ Sensitive Information
Be careful about what you put in knowledge bases!
Security Note
Don't put private client information in knowledge bases. They're meant for general firm info that any caller could hear.
🔐 Data Handling
| Feature | Description |
|---|---|
| Encryption | Content is encrypted when stored |
| Access Logging | Tracks who looks at the content |
| Retention | You can set how long content is kept |
🔄 Integration with Conversation Flows
For conversation flow agents, knowledge bases provide:
- Live info lookup during conversations
- Decisions based on what's in the knowledge base
- Consistent answers no matter which path the conversation takes
💡 Best Practices
- Keep it current — Check and update info regularly
- Be thorough — Cover the most common questions and situations
- Use clear language — Write so the AI can understand it easily
- Test often — Run test queries to make sure answers are right
- Watch the numbers — Use analytics to make content better
- Stay organized — Use categories and tags for easy searching
- Avoid repeating — Don't put the same info in multiple places
- Add variations — Include different ways to ask the same question
- Review AI answers — Listen to call transcripts to check accuracy
- Separate by topic — Use different knowledge bases for different subjects
🔧 Troubleshooting
❓ Common Issues
| Issue | Solution |
|---|---|
| AI not finding content | Lower the filter score or increase Top K |
| Wrong content showing up | Organize content better and add tags |
| Outdated info | Update the content and check the version |
| Slow responses | Make the knowledge base smaller or fine-tune queries |
✍️ Content Quality
Make sure your content is easy for the AI to understand:
- Use clear, simple language
- Break long content into sections
- Include important keywords
- Avoid confusing terms
- Use headers and lists to stay organized