Organize your knowledge in folders

Everything an agent knows about your business lives in the knowledge section of the dashboard, organized into Drive-style folders.

What you can upload

Inside each folder you can upload the documents that define how your business responds, for example:

• Rates
• Schedules
• Protocols
• Frequently asked questions

You can create as many folders as you need and group them by topic: one for bookings, another for support, another for general information — however makes the most sense to you.

Why organize it into folders

Separating knowledge into folders lets you decide afterward what part each agent uses. A bookings agent doesn’t need to see support protocols, and vice versa, so keeping folders separated by topic makes that choice easier.

Keep the content up to date

Your agents’ knowledge is only as good as the documents you upload. Review your rates, schedules, and frequently asked questions from time to time so they keep reflecting the reality of your business.

Once the folders are organized, the next step is connecting them to an agent to train it.