Does my agent give our opening hours?

No. It says it doesn't have the opening hours. It doesn't pass on prices, opening hours, contact details or instructions from an item either: sentences containing them are removed. If a field has nothing left, it doesn't use the item at all. You see a note while you write when that happens.

Does my agent explain what a policy covers?

No, even if an item says so. It refers that to you or the advisor.

Can an advisor change the organization's items?

No, only admins can. An advisor can switch off the organization's items for their agent and add items that only their agent uses.

Does my agent use its knowledge in call campaigns too?

Not yet. For now your agent uses knowledge only on calls it answers.

Insaio

1. Create items for the organization

Open Configure › Organization › Knowledge and click Add. Under Details, fill in:

Title: for example “Reporting a claim”.
Category: General, Products, Team, Processes or FAQ.
Description: when your agent should read the item, for example “When someone wants to report a claim”.

Under Content, write what your agent should know about it. Click Save.

2. Choose items for an agent

Open Manage › AI agents and click the advisor's AI agent. In the sidebar, under Skills, choose Knowledge. Under Your organization's knowledge, switch off what this agent should not use.

3. Add items of its own

What only this agent should know, such as the advisor's specialties, goes under Only for this AI agent. Click Add, fill in the fields as in step 1 and click Apply. An agent can have up to 10 items of its own.

4. Save

Click Save. Only then do your changes on this page apply, including the switches and deleted items. If you leave the page before that, they are lost.

5. Try it out

Call the advisor's number and ask a question that matches an item.

Frequently asked questions

When a question matches its description. Your agent knows every item's category, title and description and only reads the content when it needs it. So use the description to say when the item is needed.

Yes. If a caller asks, your agent names the office address from Configure › Organization › Addresses, otherwise the legal address. If no address is set, it can't name one.