Reply quality depends first on what the system knows about your business. How to write an entry, and what must stay out of the knowledge base.
Tuning and quality · 8 min read
This lesson shows how the dashboard will work once it reaches subscribers. Until then we handle the setup for you, and you get escalation and payment alerts on your WhatsApp plus a monthly report.
Reply quality depends first on what the system knows about your business. Take two systems with the same AI, one with a well-written knowledge base and the other with generic text, and you'll find their replies completely different.
Here you'll learn how to write an entry, what shouldn't go in here, and why the date appears next to every entry.
Every entry should be an answer to a question a customer has asked you. If you can't name that question, the entry is a company introduction and won't help with replies.
| Instead of writing | Write |
|---|---|
| «We are a leading company in our field» | «We serve e-commerce stores and clinics in Saudi Arabia» |
| «Our prices are competitive» | “The Essential plan is SAR 99 a month, with no setup fees” |
| «We are committed to the highest quality standards» | “Live within 24 hours of receiving your data” |
| “Outstanding customer service” | «Support runs 9am to 6pm, with emergencies outside it» |
The right-hand column can't serve as the basis for any reply. When a customer asks “how much?”, the system finds nothing to say in the word “competitive”, so it hands you a question it could have answered.
A price that changes with quantity or duration belongs in the business profile, because the system calculates it there with a fixed formula, and AI can make mistakes when adding up.
A special price or an individual agreement goes in that customer's record. If you put it in the general knowledge, any customer might hear it.
The system doesn't mention your margins, costs or supplier names. A simple rule: don't write anything here you wouldn't be OK reading in a conversation.
A sentence like “we guarantee complete satisfaction” gets said by the system to a customer who'll hold you to it.
An old entry doesn't sound old in a reply. The system quotes last year's price with the same confidence it quotes today's, and nothing in the sentence shows how old it is.
That's why the date is shown. Reviewing your five oldest entries every month is usually enough. What goes stale most without you noticing: prices, timeframes, and service names after they've changed.
Its effect only shows in conversations that come after it. So don't judge an addition by conversations that happened before it; this is the main thing that makes people think an edit “didn't do anything”.
And whatever the knowledge base can't answer becomes an escalation, which is the topic of the next lesson: escalation rules.
Write it as an answer to a question a customer has asked you, in short sentences with clear numbers. An entry that starts with “We're a leading company” doesn't answer anything, and the system can't build a reply on it.
Fixed prices, yes. But a price that changes with quantity or duration belongs in the business profile, because the system calculates it there with a fixed formula and doesn't leave it to AI.
Tuning and quality
Escalation stops the system from inventing an answer it doesn't know. What hands a conversation over to you, and how to tune it so it doesn't happen too often.
Getting started
Four numbers at the top of the dashboard are enough for your first week: automated resolution rate, escalation rate, first-reply time and pipeline value.
