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Write an article Lucía answers well

Write an article Lucía answers well

Not verified live: this guide has not been followed end to end against the live provider.

You write one knowledge base article per customer question, so that Lucía finds it, quotes it and stays inside what it says.

Who: an admin. Permission: knowledge.manage.

Before you start

  • Know which workspace the article is for. A workspace’s knowledge bases belong to that workspace, and Lucía answers only from the knowledge bases of the assistant that handles the conversation.
  • Know the knowledge base’s language. Every document is saved in that language, and retrieval searches only that language. The language is chosen when the knowledge base is created and cannot be changed afterwards.
  • Have the facts ready, written down with their exact figures. Lucía hands over when the knowledge base is silent, so a missing fact becomes a handover.
  • Keep prices, what a product includes and who it is for out of the article. That information lives in the catalogue.

Steps

  1. Select Assistants in the sidebar, then the Knowledge tab. The Knowledge base page opens on the Documents tab and lists your documents. If you don’t see Knowledge, ask an admin to grant you knowledge.manage.
  2. To add an article, select Write one. The Add documentation page opens. To edit an article, select its row in the list instead; a managed document opens in the same editor.
  3. In Title, write the customer’s question, for example “What are your opening hours?”. The placeholder shows the idea: a plain, specific name such as “Refund policy”.
  4. In Content (Markdown), write the answer using the article rules in the next section. Markdown headings split the article into sections.
  5. Select Preview to read the article as formatted text. Select Back to editing to return to the text.
  6. Check Language. It is fixed to the knowledge base’s language and you cannot change it here.
  7. Select Add to knowledge base. For an edit, select Save changes. For an article you create, the page confirms Document added. It is ready to answer customers. and offers See it in the knowledge base. For an edit, it confirms Document updated.
  8. To check that Lucía finds the article, select the Test tab on the Knowledge base page. Type the customer’s question under Question and select Run test. The page lists the passages Lucía would retrieve.

If you see Someone else changed this document while you were editing. Reload to see their version before saving., reload the page and apply your change to their version.

The article rules

To make Lucía answer well, write each article to these rules.

  • One question or topic per article. Several topics in one article blur the match, and the retrieved passage answers only half of what the customer asked.
  • The title is the customer’s question. Use the words a customer types, not an internal name.
  • The first sentence answers the question and names the subject. Write “The Hanoi studio opens at 08:00 on weekdays”, not “We are open at these times”.
  • Each section stands on its own. Lucía can retrieve one section without the rest. Repeat the subject by name instead of writing “this”, “they” or “as said before”.
  • Use exact figures. Write “24 hours”, “3 working days”, “500 grams”. Words such as “a few” or “a short while” cannot be checked against a customer’s question.
  • State limits as facts. Write “The studio does not take walk-ins” only when your business says so. When the knowledge base is silent, Lucía hands over: an absence is not a fact she can cite, and she never turns silence into a “no”.
  • Leave prices out. Prices, what a product includes and who it is for live in the catalogue, because they change when the catalogue changes. A rule that holds for everything, such as a refund window, belongs in an article about the business.
  • Write documentation, not instructions. Describe the business. Do not write “the assistant must…” or “always reply with…”. The knowledge base is what Lucía may quote, not a set of rules for her.
  • Write in the knowledge base’s language. An article in another language is never found.
  • Keep one place for each fact. State a fact in one article. When another article needs it, repeat it the same way or leave it out.

Example

This article follows the rules. Its business, Sunrise Yoga Hanoi, is made up.

# What are the opening hours of Sunrise Yoga Hanoi?


Sunrise Yoga Hanoi opens at 06:00 and closes at 21:00 from Monday to Saturday.


## Sunday


Sunrise Yoga Hanoi is open on Sundays from 08:00 to 12:00. The evening classes do not run on Sundays.


## Public holidays


Sunrise Yoga Hanoi closes on the first day of Tet and on 2 September. On every other public holiday, Sunrise Yoga Hanoi keeps its Sunday hours.


## Late arrivals


Sunrise Yoga Hanoi admits a student up to 10 minutes after a class starts. After 10 minutes, the front desk moves the booking to the next class of the same type.

Result

The article appears in the Documents list, and the Test tab returns its passages when you ask the customer’s question. To check the whole path, ask the same question on a channel of the workspace and read Lucía’s reply in the inbox.

Limits

  • You cannot change a knowledge base’s language after you create it.
  • A document that comes from the repository is read-only in the console. The console opens it for reading and offers no editing form.
  • An article in the wrong language is not found, so Lucía hands the question over.
  • You cannot delete the last document while Lucía is answering from it. Switch the workspace’s mode to Handoff or Off first; see Choose how much Lucía does.
  • Writing an article does not make Lucía say anything the article does not say. She hands over when the article does not cover the question.