Manage the Knowledge Base
Give your AI Agent a clear, current and approved source of truth—without mixing in private records, conflicting policies, expired offers or unnecessary pages.
Prioritize source quality over content volume
The knowledge base supplies the approved facts an AI Agent may use. Choose one authoritative source for each subject, write focused FAQs with necessary conditions, scope knowledge to the agents that need it, review every import, and retest affected questions after each material change.
Treat knowledge as an approval lifecycle
Adding a page or document is only the beginning. Customer-facing knowledge should move through a controlled sequence before an agent relies on it.
Choose the source that owns the current answer.
Remove irrelevant, private, duplicated or expired material.
Confirm wording, conditions, dates and ownership.
Link the knowledge only to the agents that need it.
Verify the answer, boundaries and non-applicable cases.
Track facts that can change
Pricing, hours, availability, promotions and policy limits should have a source owner and review trigger. Do not leave a volatile fact inside an unowned document and assume it will remain correct.
The person or team authorized to confirm the current answer and any exceptions.
When the fact became valid and, when known, when it should stop being used.
The location, service, product, account, audience or channel to which the fact applies.
The event or schedule that should cause the source to be checked, refreshed or retired.
What the agent should say or where it should hand off when the current answer cannot be confirmed.
Write useful FAQs
Use one subject per FAQ and write the question the way a customer would naturally ask it. Include only the conditions needed to prevent the answer from becoming incomplete or misleading.
State the approved answer first, without a long preamble.
Explain timing, location, service or account conditions that change the answer.
Identify when the answer cannot be confirmed automatically.
Give the approved action or human handoff when more help is required.
- Use a customer-style question or a clear topic.
- Answer with approved language and necessary context.
- Include common phrasings without filling the title with keywords.
- Avoid absolute claims when the answer depends on location, service, account or date.
Separate shared and agent-specific knowledge
Reuse general business facts across the agents that need them. Keep offer-specific instructions and policies attached only to the relevant agent so one conversation path does not inherit details from another.
Reusable across every relevant agent.
Offer details, eligibility and next step.
Troubleshooting, policy and escalation.
Requirements, questions and handoff.
Import websites and documents as drafts
Automated extraction can accelerate the first draft, but it does not approve the content. Large sites should be imported by useful section rather than indiscriminately.
- 1
Select the useful section
Choose pages or document ranges that directly support the approved agent role.
- 2
Extract a draft
Generate the initial text or FAQ candidates without making them available to normal traffic.
- 3
Remove noise
Exclude navigation, archives, repeated text, unrelated offers, tracking language and internal notes.
- 4
Verify the facts
Review questions, answers, dates, links, conditions and any statements created from the source.
- 5
Approve and scope
Confirm the source owner and attach the knowledge only to the agents that need it.
- 6
Test before release
Run the affected questions, exceptions, non-matches and handoff cases.
Turn gaps and conflicts into a prioritized backlog
Review real conversations for repeatable knowledge problems. Correct the underlying source instead of teaching the agent to repeat an isolated answer without the conditions that make it true.
Incorrect, unsafe or conflicting
Pause the affected answer or route, identify the authoritative source and correct it before normal use continues.
Missing answer or wrong handoff
Add the approved fact or escalation path, then test the exact conversation that exposed the gap.
Correct but unclear or incomplete
Improve the source wording and conditions while preserving the approved meaning.
Broken link or retired action
Update or remove the destination and confirm the replacement reaches the intended page or workflow.
Test after every knowledge change
Use controlled test conversations that confirm the changed fact and its boundaries. Save accepted results as a regression set for later source refreshes.
- Ask the exact question that originally failed or exposed the gap.
- Ask a natural paraphrase that should return the same approved answer.
- Ask a related question that uses the same source in a different context.
- Test a location, service, account or date where the fact should not apply.
- Confirm the response includes the necessary conditions and exceptions.
- Trigger uncertainty or a human handoff when the answer cannot be confirmed.
- Verify every link and enabled next action reaches the intended destination.
- Repeat previously approved high-risk tests affected by the same source.
Knowledge approval gate
Do not release changed knowledge until the intended answer, a paraphrase, a related case and a non-applicable case all behave as expected.
Use a simple review rhythm
After a business change
Review the source when pricing, hours, availability, promotions, policies, offers or destinations change.
Knowledge review
Check volatile facts, repeated gaps, source ownership, broken links and recently imported content.
Regression testing
Repeat the accepted tests after material knowledge, instruction, routing or action changes.
When knowledge-based answers are not working
The agent cannot answer a question that appears on the website
Confirm that the relevant page or FAQ was selected, approved, attached to the correct agent and refreshed after the latest website change. Test a direct question before broadening the source collection.
The answer is outdated
Find every source containing the fact, identify the authoritative version and remove or replace stale copies. Add an owner and review trigger, then test the exact failed question and its conditions.
The agent combines details from different offers
Review shared knowledge and agent-specific attachments. Move offer-specific details out of reusable groups and attach them only to the appropriate agent.
An import created weak or repetitive FAQs
Narrow the imported section, remove navigation and duplicate text, then rewrite each retained FAQ around one clear customer question, direct answer, necessary conditions and next step.
A refreshed source changed previously correct behavior
Compare the refreshed content with the last approved version, check for new wording or contradictions and rerun the regression set. Restore or correct the source rather than adding a conflicting instruction.
Private or confidential material was added accidentally
Remove the material from the knowledge source and any affected agent immediately, restrict the source appropriately and contact ConvoRev support with the account, source and approximate time. Do not email the confidential content itself.
Send the source and one test case
Include the account, agent, source title or page, question asked, expected answer, actual result and whether the source recently changed. Do not attach credentials, private customer records or confidential internal notes.