Overview

DealOnca can help you add and organize the information your AI Customer Agent needs to answer customer questions.

You can provide information directly in chat, share business materials, or ask DealOnca to help identify Knowledge gaps. Clear and up-to-date Knowledge helps your Agent answer more accurately and reduces unnecessary human handoffs.

Add Knowledge in chat

The quickest way to add a specific piece of information is to tell DealOnca directly.

For example:

“Add this FAQ: Do you offer group sessions? Yes, groups of up to five people.”

“Add our updated pricing information.”

“Add this refund policy to Knowledge.”

Provide complete and specific information so DealOnca can understand how it should be used.

Add Knowledge from a document

You can also provide business documents containing information your Agent should know.

These can include product materials, pricing information, policies, FAQs, guides, or other reference materials.

Share the document with DealOnca and explain what information you want to use. Review the extracted information before adding it to your Agent’s Knowledge when prompted.

Add Knowledge from a URL

If useful business information is already available on a webpage, share the URL with DealOnca and explain what you want to add.

For example:

“Add the information from our pricing page to Knowledge.”

“Use this page to update our product information.”

Review the information to make sure it is accurate and appropriate for customer conversations.

Ask DealOnca to identify Knowledge gaps

You don’t always need to know what information is missing.

Ask DealOnca to help review your Agent’s Knowledge and recent conversation patterns to identify areas that may need improvement.

For example:

“Check for Knowledge gaps.”

“What information is my Agent missing?”

“Help me review conflicting Knowledge.”

Use the findings to prioritize information that will have the greatest impact on customer conversations.

Organize different types of Knowledge

Depending on the information you’re adding, it can be organized as Documents, FAQs, Product Lists, or Use Cases.

Use Documents for detailed business materials and guides, FAQs for common questions and direct answers, Product Lists for product or service information, and Use Cases for customer stories and real-world examples.

Strategies are managed separately and provide guidance for how your Agent should handle particular customer situations.

Keep information specific

Knowledge should be clear enough for your Agent to use without guessing.

Include exact product names, prices, dates, policies, requirements, and other important details when applicable. Use terminology that customers are likely to use when asking questions.

Avoid adding vague information when a more precise answer is available.

Avoid conflicting Knowledge

When business information changes, update or remove outdated content instead of simply adding another version.

Conflicting prices, policies, or product information can make it harder for your Agent to provide a reliable response.

DealOnca can help you review information when you suspect multiple Knowledge sources contain different answers.

Test the new Knowledge

After adding or updating Knowledge, go to Agents, select your Agent, then open Basic Info > Try Me.

Ask a question that should use the new information. Test different wording and follow-up questions to confirm the Agent can use the Knowledge correctly throughout the conversation.

If the answer is still inaccurate, review the Knowledge for missing, vague, outdated, or conflicting information.