How do I choose the right place for information in the knowledge base?
Store each fact in the source that owns it: products and services in the catalog, offers in Offers, long-form details in Deep Knowledge, and response style or behavior in instruction sections. Clear ownership reduces conflicts and makes weak replies easier to fix.
The Knowledge Base separates structured facts from detailed documents and reply behavior so each source stays easy to maintain.
What to do
- 1
Use Products for stable services, items, prices, and availability.
- 2
Use Offers for temporary promotions and their conditions.
- 3
Use Documents for detailed policies and Reply Behavior for tone, boundaries, and handoff rules.