Teaching your agent

Business facts, your own words, products, promotions: and the shared library.

An agent with nothing to read hands every conversation to you. This is the order that pays off soonest.

1. Business facts

The agent's Knowledge page opens with a form: opening hours, address, how to reach you, the areas you cover, how customers pay, and your policies. Filling it in takes about ten minutes and is the single highest-value thing you can do: most everyday questions are answered straight from it.

2. Knowledge in your own words

Below the form is a free-text box for everything the form does not cover: your services, the questions people always ask, what you do and do not sell. Write it the way you would explain it to a new employee on their first day.

There is a size limit, and it depends on your plan. Free warns past 4,000 characters and stops at 5,000; the Agent plan warns past 16,000 and stops at 32,000. If you are near the limit, cut repetition before you cut facts.

3. Products

Products need the Agent plan (RM50 per agent per month). Each one is a row with a name, a description, a price and an optional photo: and when a customer asks about it, your agent can send that photo straight into the chat.

4. Promotions

A promotion is an offer with a start date and an end date, and your agent only brings it up between those dates. You do not have to remember to switch it off. Promotions themselves work on every plan, including Free.

The promotion poster, the picture, needs the same plan as Products. On Free you can create the promotion and the agent will talk about it, but you cannot give it an image.

5. The workspace Library

If you run more than one agent, the Library holds one shared copy of your knowledge, products, promotions, default settings and contact memory. Any agent can use the shared copy instead of keeping its own.

Switching an agent to the shared copy means it reads AND adds to that copy: the same one every other sharing agent uses. An edit made through one agent shows up under the others. That is the point of it, but it surprises people who expect the sharing to be read-only.

Two settings are never shared, even for an agent using the shared defaults: whether that agent is switched on, and the number its admin alerts go to. Both belong to one connection by nature: switching one agent off must never silence the rest.