Artificial intelligence
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Prepare AI knowledge before serving customers
Good knowledge starts with accurate, current documents rather than long instructions. Gather what customers need and assign ownership for updates.
Gather approved sources
Start with services, products, common questions and approved policies. Remove outdated or conflicting copies and avoid customer data or secrets unnecessary for answers.
Define answers and handoffs
Document the answer scope and when a teammate should take over. Without reliable information, the agent should explain the gap or hand off instead of inventing a price, appointment or policy.
Test realistic questions
Try short questions, dialects, typos and out-of-scope requests. Review the answer source and whether handoff happens at the right time.
- A direct question with an answer.
- An incomplete question needing clarification.
- An unavailable price or policy.
- An explicit request for a teammate.
Review after launch
Inspect conversations and run logs, updating knowledge when services or policies change. Retest affected questions before broadening usage.
Apply these steps in your account
Create a Message Pro account and start with the workspace, then use the Help Center for setup steps.