Manage what the Front Desk knows

On the Knowledge page you decide what the Front Desk (AI) may read when it answers customers. Each source has an audience, each change makes a new version, and only published versions are ever used.

Before you start

• You need Edit what the Front Desk knows to add and change sources, and Publish the Front Desk's set-up and knowledge to publish them. Owners and managers have both.
• Your answers, notes and products in Front desk settings keep working as before (see teach the Front Desk your answers). Sources add to them.

Add a source

1. Open the page: press Ctrl+K, type "knows" and pick What the front desk knows.
2. Under Add a source, pick the Kind:
   • Text: type it under Text, for example your return policy.
   • Web page: type the page's address under Web address or document ID. Only public https pages can be read.
   • Document: type the document's ID from Documents. Its published version is read.
3. Type a Title, pick Who may read it and the Language, and select Add.
4. Kluvan reads the source. Its state goes from Reading to Ready to publish, with Latest version: …, … passages.
5. Select Publish. The state becomes Published and the Front Desk starts using it.

Who may read it

To change it, pick another value under Who may read it and select Change. It takes effect at the next answer.

Keep sources current

• Read again reads a web page or document once more. If nothing changed, no new version is made ("nothing changed since the last reading"); if it changed, the new version waits as Ready to publish while the published one keeps serving.
• Retire stops a source: customers no longer get answers from it.
• A source that Could not be read shows why, for example "the page could not be reached" or "no text found". The version published before keeps serving.

Try a question

Under Try a question, type A customer's question, pick Read as (Everyone, Verified customers or Staff only) and search. You see the passages the Front Desk would read for that reader. Nothing is sent to anyone.

Good to know

• Lines that read like instructions (for example "ignore your rules") are flagged: "This text has lines that read like instructions. They are only ever treated as information — check them before publishing." The version then waits as Needs review. The Front Desk never follows text from a source as an instruction.
• Two prices for one thing. When two sources give different prices for the same thing, the page says so, and the Front Desk passes price questions to your team until one of them is corrected. It never guesses a price.
• Prices, stock and opening hours still come live from your records.
• Limits. A web page is read up to 2 MB, text and HTML only. A web address that is not allowed answers fd_url_blocked; publishing a version that is not ready answers fd_knowledge_state.
• How the Front Desk books and hands over is published separately: see publish and roll back the Front Desk's set-up.