Add notes and overrides to an assistant

Each assistant has its own notes on its Knowledge tab. Use them for what your website doesn't say: internal details, limits, exceptions and common fixes. When the assistant must say something different from your website, such as a promotion, put it under a heading named exactly Overrides.

Open an assistant's notes

You can get there two ways:

• Go to Knowledge base and, under Each assistant's notes, click Edit notes next to the assistant.
• Or go to Assistants, open the assistant and choose the Knowledge tab.

Edit and save

1. Write or paste your information in the editor. You can use headings, lists and bold text.
2. To load a file instead, click Upload file. Supported formats: .md, .markdown and .txt. The file's text replaces what's in the editor.
3. Click Save.

Changed your mind before saving? Reset puts back the last saved version.

Above the editor, the Help: How to write the agent context panel has short tips. For more detail, see Write good business information.

Which source wins

When a customer asks something, the assistant uses its sources in this order:

1. Overrides in the notes. These always win, even over the website.
2. Your website, if the website knowledge base is set up. It's the main source for facts: plans, prices, hours, policies and how-to steps.
3. The rest of the notes, for anything the website doesn't cover.

If the website and the notes disagree, the assistant follows the website and doesn't mention the difference. So once your website is connected, remove facts from the notes that are already on the site. That way they can't go stale.

Write an override

Add a heading named exactly Overrides (or Anulaciones in Spanish) and put the exceptions below it:

## Overrides

- Until December 31, new customers get the first month free, even though the website shows the regular price.
- We are closed on December 24 and 25.

• Any heading level works (#, ##, ###…), as long as the text is exactly "Overrides" or "Anulaciones".
• The section ends at the next heading of the same or a higher level.
• A heading like "Warranty exceptions" is ordinary content, not an override.

Remove the override when it no longer applies, for example when the promotion ends.

Good to know

• Notes belong to one assistant. If both your phone and WhatsApp assistants need the same exception, add it to each one.
• If the editor is greyed out, the assistant isn't active. Contact Edenia to turn it on.
• How the assistant should behave (tone, what to ask first) goes in its instructions, not here. See Write instructions for your assistant.
• After a change, test your assistant to hear or read the new answer.