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 |
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Remove old or outdated content: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 |
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