Configure the workspace
Knowledge
Add the approved facts agents can use in replies and remove outdated information.
Open this workspace pagePrepare useful answers
Knowledge holds approved statements, such as office hours, directions, parking, and administrative preparation instructions. Write each item clearly and keep it focused on one question. Patient-specific records should remain in their authorized source system rather than becoming general shared knowledge.
Add a knowledge item
- In Add something an agent may say, enter a clear Title, such as Saturday hours.
- In What the agent should say, enter the exact approved facts in natural spoken language.
- Under When to use it, enter intent names separated by commas. Leave blank for an item applicable across intents.
- Enable Only for verified callers if access to the item must require verified identity.
- Choose Add to knowledge.
- Confirm that the item appears with its tags and any Verified callers only badge.
- Test a relevant request, and test before verification if the item is restricted.
Example: office hours
Worked example
A public answer for directions and hours
| Field | Example |
|---|---|
| Title | Saturday hours |
| What the agent should say | We are open on Saturdays from 9 a.m. to 1 p.m. Please call our main line for holiday opening hours. |
| When to use it | directions_hours |
| Only for verified callers | Off for this public office information |
Use your organization’s actual approved hours. Avoid adding facts you cannot confirm, clinical advice, or secrets.
Update or remove an answer
- Find the item in the list and check its current body and tags.
- The current page does not have an Edit button. Remove an outdated item using Remove, then add its approved replacement.
- Check that the replacement appears and the obsolete answer is gone.
- Test the affected question again.
Removing an item changes the facts available for future replies. It does not rewrite historic conversation messages. Coordinate changes with the owner of the information.