The assistant finds answers by looking up the section of your notes that best matches the customer's question. Write each topic as its own short, clearly titled section and it will find the right answer more often. These tips match the Help: How to write the agent context panel on each assistant's Knowledge tab.
1. Write in clear, self-contained sections
Each section should make sense on its own: a unique, descriptive title followed by a complete explanation. Use # for section titles. The assistant often reads one section without the others, so don't rely on "as mentioned above".
2. Use descriptive headings
Prefer specific, natural titles such as "How do I…", "How to…" or "Why does…" over generic ones like "General" or "Overview". A title that sounds like the customer's question is easier to match.
3. Separate sections clearly
Put --- on its own line between sections so each topic stays distinct.
4. Call things by the same name
Use the full name of each product, plan or process at least once in every section. Avoid leaning on "it", "this" or "the tool", so a section still reads clearly when it's found on its own.
5. Website first, overrides when you need them
If your website knowledge base is set up, the website is the source for facts like plans, prices, hours and policies. Use the notes only for what's missing. When the assistant must say something different from the website, such as a promotion or an exception, put it under a heading named exactly ## Overrides. That section always wins. Remove facts that are already on the website so they can't go out of date. See Assistant notes and overrides.
Example
# How do I reset my email password?
Customers reset their email password from the Client Portal:
open the Client Portal, choose "Email accounts", pick the account
and click "Change password". The Client Portal sends a confirmation email.
---
# What to do when a website shows "Error 500"
When a customer's website shows "Error 500", ask for the domain name
and offer to open a support ticket. The support team replies within 4 business hours.
---
## Overrides
- In November, the Basic hosting plan costs $5 for the first month, not the website price.
What to leave out
- Behaviour rules (tone, what to ask first, when to transfer) go in the assistant's instructions. See Write instructions for your assistant.
- Facts already on your website, unless they're overrides.
- Passwords, private customer data or anything you wouldn't want a caller to hear. The assistant may repeat what's in its notes.
- Long copies of whole documents. Keep the parts customers actually ask about.
Good to know
- Phone calls are spoken, so short sentences work best. Long tables and links are hard to follow by ear.
- You can write the notes in English or Spanish. The assistant still answers in English or Spanish, following the customer.
- Review the notes when prices, hours or policies change, and remove old overrides.