Manage what your assistant knows

Your assistant only knows what you give it. Each assistant has its own knowledge, which you maintain under Assistants›Knowledge. This page shows where that knowledge comes from, what each source does on the phone, and how to add to it or change it.

The four sources

If something is in none of these sources, your assistant is instructed not to guess. It says it has no reliable information on that and takes the question down. When Use the knowledge base is on, scoco collects these questions for you, see Close knowledge gaps.

If a caller only asks which company they have reached, your assistant gives your company name and town, even without About the company. What you offer it only knows from About the company or the Knowledge base.

Company information and special terms

1. Open Assistants›Knowledge.
2. Under About the company, write in full sentences who you are, what you offer and where you are based. Public facts only: your assistant may tell them to any caller.
3. Under Technical terms & names, type a term and press Enter, a comma or Add.
4. Click Save in the bar at the bottom.

Opening hours

You do not enter opening hours as text. They go under Assistants›Behaviour in the Business hours card, together with the Time zone. Your assistant answers every question about opening hours from that card and knows at the start of a call whether you are open. It only knows different hours for public holidays or company holidays if they are entered there. The same hours apply to appointment booking.

Documents in the knowledge base

Prices, services, service area or frequent questions belong in the Knowledge base.

1. Open Assistants›Knowledge and go to the Knowledge base card.
2. For a short text, choose Add text, fill in Title and Content, and click Add.
3. For files, choose File and drag one or more files onto Drag files here, or click it and pick them. You can also drop files straight onto the Knowledge base card. Each file uploads at once and gets its own row. If a file does not fit, its row says why, and the others carry on.
4. With your first document, scoco switches on Use the knowledge base in the About the company card, and your assistant answers factual questions from it from the next call. If you switched it off yourself, it stays off.

PDF, Word (.docx), Markdown and text files are allowed, up to 10 MB and at most 300,000 characters of text per file. scoco keeps only the text; the file itself is not stored. An uploaded file shows Processing … for a moment, then Active. The Cited (30 days) column shows how often your assistant cited a document in calls over the last 30 days.

Changing what it knows

A document cannot be edited. Remove it with Delete in the row's menu and add the new version. Entries with the source Website (reviewed) or Website page come from your website. They change through the Your website card, see Import your website.

Common problems

The assistant does not use a document. Check that Use the knowledge base is on and the document shows Active.

A document shows Error. The reason is shown under its title. Delete the document and upload it again.

The file cannot be read. It is encrypted, damaged or has no readable text, such as a scanned letter without text recognition. Paste the text in with Add text instead.

The file is too large or has too much text. Split the content across several documents.

A name is misheard on the phone. Add it under Technical terms & names.