The assistant and the Knowledge base
Your assistant starts out knowing nothing about you. That is a choice, not a gap: an assistant that fills holes with plausible answers is more dangerous than one that says "let me check", because the first kind of mistake reaches the customer dressed as truth.
What it knows
It knows what you put in the Knowledge base, and nothing else. That comes from:
- Text you write: hours, rules, prices, how your deliveries work, what you do not do.
- Documents you upload: menus, catalogues, price lists, terms.
- Pages from your website: it rereads them on its own from time to time, so if you change a price on the site the assistant does not fall behind. If a page empties out or disappears, it does not replace good content with nothing: it keeps the previous version and tells you.
- A conversation with us: if you prefer, instead of writing entries you answer questions and the Knowledge base writes itself. Read it before publishing, because it stays yours.
Every piece stays editable and deletable. Anything the assistant tells a customer can always be traced back to an entry you can open, correct and republish.
What it will not do, by construction
- It does not invent. If something is not there, it says so and passes the question to you.
- It does not promise what you did not know you were promising. Discounts, exceptions and deadlines you never gave it do not come out of its mouth.
- It does not add details the customer did not give. When it hands a request to a person, it reports the customer's own words rather than a paraphrase. On a phone call this is decisive: a paraphrase of a misheard sentence is indistinguishable from the truth by the time a human reads it.
- It does not pretend to be a person. If a customer asks whether they are talking to a human, the answer is honest.
When it gets something wrong
It gets things wrong in three ways, and they are fixed in three different places:
It said something out of date. The content is in the Knowledge base and belongs there. This is the only case solved by editing text.
It answered correctly but in a tone that is not yours. That is not the Knowledge base, it is the assistant's behaviour: you will find it in its settings, and you can also just ask for the change in words inside the panel.
It did not know. You do not have to hunt for these: the questions it stalled on are collected in a list, so your Knowledge base grows around what customers actually ask instead of what you imagined they would.
More than one assistant
You can have several, each with its own character and its own knowledge: one for the dining room and one for events, one for sales and one for support, one per channel. Every piece of knowledge belongs to an assistant, and there is also a shared part for the things that are true for all of them (the address, the hours, the house rules).
How much you can load
It depends on the plan. The panel always tells you how much you have used and how much is left, before it becomes a problem, and monthly edits have a limit you can extend when you need to. No limit hits in silence: if you are about to cross one, we say so while you are working, not afterwards.
Languages
The assistant answers in the language the customer writes in. You do not need a version of the Knowledge base per language: the knowledge is one thing, the language belongs to whoever is writing.