Knowledge

Knowledge is what the agent can draw on during calls: your website, price lists, FAQs and notes. Everything is read once when added, so calls never wait on a lookup.

Adding knowledge

• Written entries: type facts straight in.
• Web pages: paste an address and the page is read.
• Files: PDF or text files up to 10 MB.

Pages and files are turned into a tidy fact sheet sorted under headings that suit the agent's job (for a salesperson: products, prices, selling points, answers to objections; for a receptionist: hours, who handles what, bookings). You can read and correct it, and the original text is kept.

Switching sources on and off

Each source has a switch. Turn one off to stop the agent using it without deleting it, for example an expired promotion.