Knowledge base

Overview

Without the base, the assistant can serve customers based on what it sees in the systems (record, billing, network), but it does not know how much the 500 Mbps plan costs, whether there is a loyalty period or how a change of account holder works: in these cases it transfers to sales. With the base filled in, it answers these questions on its own, handles sign-ups and upgrades and explains an ongoing incident without taking up the team's time.

The screen is in the menu, administration group, under Knowledge base (subtitle Plans, terms and answers the assistant uses in service). It has the bases card at the top, the content cards of the base being edited and two buttons in the header:

Who has access

It requires the Knowledge base permission in the access profile (description on the profiles screen: Plans, prices, commercial terms, ready answers and the incident notice the assistant uses in service.). Grant it to whoever handles sales and support, in addition to the administrator. See Users and profiles.

Several bases: one per company

Whoever serves more than one provider or more than one operation on the same ChatISP registers one base per company, each with its own plans, terms, answers, contacts, subjects and notice. The linking rule is simple:

• A base serves as many WhatsApp connections as you want.
• Each connection uses a single base. Turning a number on in another base removes it from the previous one.
• The QR + official API pair of the same number counts as one number: the base chosen on one leg applies to the other.
• A base exists with no connection at all, on hold or archived, and is never deleted along with a connection.

The Knowledge bases card

At the top of the screen, each base appears as a card with its name and how many connections it serves (Serves 1 connection, No connection at the moment, or the Archived label). Tapping a card switches to editing that base: everything below (notice, plans, terms, answers, contacts, subjects, the See what the AI reads and Import from text buttons) applies to the selected base. Right below the cards are:

On the connection card

In Connections, each card has the Knowledge base block with the name of the base in use and the Change button. With no base, the label turns into an alert (None) and the button becomes Choose base: the assistant serves that number without the company business data, transferring plan and sign-up questions to sales.

New connection, deleted connection

• With a single active base in the installation, every new connection is served by it from the start.
• With more than one, the new connection starts with no base and the card asks for the choice.
• When a connection is deleted, the base stays as it is. When the same number connects again (QR or official API), the base and the flows that served the number come back on their own, as long as the base is still active and the new connection has no base chosen yet.

Assistant on this base

The Assistant on this base card states who the assistant is when serving the numbers of this base: Assistant name (only used to build the suggestion) and Persona on this base. Left blank, the general persona from Settings applies, shown in the field as an example, and the card says This base uses the general persona from Settings. The Suggest text button builds the persona in the same mould as the setup assistant, with the assistant name and this base's company name; Back to the general persona clears the text. This is how provider B's number stops introducing itself as provider A.

ERPs of this base

At the end of the same card, Management systems (ERP) of this base lists the ERPs tied to this company. The choice is made in Integrations, on each ERP card (Serves: All bases or the name of a base; the choice only appears with more than one active base). On the numbers of a base, the assistant and the customer card only query its ERPs and the ones that serve all, including when locating a record by tax ID or full name; a number with no base only sees the ERPs that serve all. An ERP with no base serves all, as it always did.

How the AI uses the base

In every service turn, the active content of the base enters the assistant's context, marked as company data (never as an instruction capable of changing its rules). Only what is active and approved is included; an empty term field is left out.

What it does with each part

• Questions about plans, prices, fees, loyalty period and processes: it answers them itself, with the registered data, without transferring.
• Sign-up: it presents the options that make sense, answers questions and, when the customer decides, collects the information required to sign up, one block at a time. With everything in hand, it transfers to the sales department with all the information and the chosen plan in the transfer reason, letting the customer know that the team will confirm the installation.
• Upgrade: it compares with the current plan in the customer's record and shows only the higher plans, with the price difference.
• Coverage: if the coverage list does not give a certain answer, it collects the full address and transfers to sales to check.
• Incident notice: it answers whoever brings up the subject using the words of the notice, without making up a timeframe beyond what it says, and only transfers if the customer needs something beyond that.
• What is not in the base: it does not make things up; it transfers to the appropriate department.

With an empty base, every commercial question (plans, prices, sign-up) goes to the sales department, and the AI first collects the name and full address of whoever wants to sign up.

The Company name (as the assistant writes it) is also used outside the base: the AI is instructed to always write the name the same way, and the system corrects typos in the name in the replies.

Size and the See what the AI reads button

The See what the AI reads button opens What the assistant reads from the base, with the full text assembled from the screen and the count: (n) characters sent to the assistant in each conversation. The entire base has a ceiling of 12,000 characters in the assistant's context; anything beyond that is cut at the end (ready answers are the last part of the text). Since the text goes in every turn, a lean base also consumes less AI.

Notice for the assistant

The Notice for the assistant card is for current incidents and announcements: power outage in the area, scheduled maintenance, fiber break. The assistant uses this text to answer whoever brings up the subject, instead of transferring each customer.

1. In Notice text (up to 1,500 characters), write what is happening, where, and what the customer can expect. The example on the screen: "power fluctuation from the utility company in the Grajaú neighborhood since 3 PM; equipment comes back on its own when power stabilizes. Team monitoring."
2. Choose Valid for: 2 hours, 6 hours (default), 12 hours, 24 hours, 3 days or Until I end it.
3. Click Publish notice. The confirmation is Notice published for the assistant and the card then shows Notice active until (date and time) or Notice active, no end date.
4. When the incident is over, click End notice. With a set expiration, the notice expires on its own; without an active notice, the card shows No active notice.

Plans

The Plans card lists the plans the assistant offers for sign-up and upgrade, with the official prices. Click New plan or edit an existing plan.

The list is sorted by price. When you delete a plan, the confirmation Delete this plan? The assistant stops offering it. appears. With no plans, the card shows No plans yet. Add or import from text so the assistant can offer them.

With images registered, the assistant sends them in the conversation when presenting the plans to someone who wants to sign up or change plans, and when the customer asks about what the image shows (which channels the plan has, for example), instead of describing everything in writing. The caption goes along with the image. The action lives in Settings, Service tab, switch Send plan images, on by default; with no active plan holding an image, it does not enter the service.

Commercial terms

The Commercial terms card defines what the assistant says about sign-up, billing and loyalty period. Empty fields are left out. Each field accepts up to 2,000 characters. Fill it in and click Save at the bottom of the card.

If the company name is left blank, the AI uses the name entered in the initial setup wizard, when there is one.

Ready answers

The Ready answers card stores processes and frequently asked questions (change of account holder, change of address, cancellation, copy of the contract...). The assistant answers with this content. Click New answer:

Deleting asks for the confirmation Delete this answer?

Import from text

Instead of typing field by field, paste the texts the team already uses in customer service and let the AI organize them.

1. Click Import from text at the top of the page.
2. Paste the texts into the field: plan table, installation fee, loyalty period, how the change of account holder works, list of information required to sign up. Several texts can go together, up to 20,000 characters. A text that is too short (fewer than 20 characters) is refused with Paste a longer text for the assistant to analyze.
3. Click Analyze. The screen shows Reading the texts... while the AI works (it usually takes a few seconds).
4. Check the Review before saving preview, split into Company name, Plans (n), Terms (n, only fill empty fields) and Ready answers (n).
5. Click Save to the base. The confirmation is Knowledge base updated and the page reloads with the new content.

Import rules

• The AI copies prices and terms exactly as they are in the text and does not make up numbers. A term that does not appear in the text stays empty.
• Processes (change of account holder, change of address, cancellation, change of due date) become ready answers; what has already become a term is not repeated as an answer.
• Terms never overwrite what you have already written: they only fill empty fields. The company name is also only filled in if it is empty.
• Plans and answers are added to the existing ones, already active. Importing the same text twice duplicates the plans and answers: review the list afterwards.
• If nothing usable is found, Nothing usable was found in that text. appears; if the AI cannot analyze it, The text could not be analyzed now. Try again in a moment.

The import uses AI and appears in the AI consumption in the Audit (see AI consumption and costs).

Content awaiting approval

When the base is pre-registered by the Ravi Systems team (for example, during onboarding, based on the ISP's website and texts), the content arrives awaiting your approval. None of it is used by the assistant until you approve it.

• At the top of the page, the banner Import awaiting your approval: the assistant uses none of it until you approve. appears, with the count of suggested plans, ready answers and terms.
• Pending plans and answers appear in the list with the Awaiting approval badge and the Approve button. Editing and saving an item also approves it.
• Suggested terms appear filled in and highlighted in the form, with the note Suggested by the import: review and save to approve. Saving the card approves whatever is in the fields.
• Approve all activates all pending plans and answers and saves the suggested terms in the fields that are empty (confirmation: Import approved).
• Discard import deletes what has not yet been approved; what you have already approved remains (confirmation: Import discarded).

Writing best practices for the AI

The assistant answers with what is written and does not fill in what is missing. The clearer and more complete the text, the fewer unnecessary transfers.

Write facts, not intentions

• Prices always with R$ and cents, timeframes with the unit ("within 48 business hours", "5 calendar days"). Avoid "please inquire" and "to be arranged": in these cases the AI transfers.
• Each piece of information in a single place. If the loyalty period is in the Loyalty period term, do not repeat it in a ready answer with different wording: two different versions confuse the AI and the customer.
• State the full path of the process: what the customer needs to send, where to, how much it costs and how long it takes to be ready.

Think about how the customer asks

• In Question or process, use the customer's words: "How do I move my internet to a new address?" works better than "Connection point transfer procedure".
• One answer per subject. Huge answers covering several processes are hard to use and eat into the character ceiling.

Leave to the base what belongs to the base

• Prices, terms and processes go in the base; the way of speaking goes in the persona; the focus of each step goes in the flow instructions (see Personality and fixed rules).
• Do not write rules in the base that contradict the AI's fixed rules (for example, "say the outage was the utility company's fault" without confirmation): the base is treated as data, and the safety rules take precedence.
• Do not put customer data, passwords or internal team information in the base: the content goes to the AI in every conversation.

Keep it up to date

• Price adjustment, new plan or ended promotion: update it on the same day. Discontinued plan: turn off Active or delete it.
• Publish the incident notice as soon as the team confirms the problem and end it when it is resolved.
• From time to time, review the conversations in which the AI transferred for lack of information: they show what is missing from the base.

Subject: Services
Question or process: How do I change the account holder?
Answer: The change is free of charge. The current account holder and the new one
must send a photo of an ID document with CPF and proof of address of the new holder.
With the documents, the team generates the new contract within 2 business days and
sends it by email for digital signature. The internet is not cut off during the change.

Common problems