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A note is text you paste straight into the agent’s knowledge. Use notes for the facts your website never states clearly: the hours you actually keep, which carriers you ship with, whether you’re taking new customers this month, what happens to a return after 30 days. Notes are often the single most useful thing you can add.

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Add a note

1

Open Knowledge

Go to Agents → your agent → Knowledge and click Paste text or notes.
2

Paste or type

Put the text in the box. Price lists, policies and FAQs all work.
3

Click Add text

The note is indexed straight away and appears in the list as Pasted text, ready to use.
4

Test it

Ask the question the note answers in Test a question, using the words a customer would use.
A note can be up to 200,000 characters. Anything past that is dropped. Every note is listed as Pasted text, and you can’t rename it. To tell your notes apart, click one to read its passages. Starting each note with a line that says what it covers makes this easier.

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Write notes that get found

The agent doesn’t read a note from top to bottom. It searches for the passages closest to the customer’s question, and each passage is about 1,200 characters (see how a source is indexed). So:
  • Write the answer the way you’d say it. “We’re open 8am to 6pm Monday to Friday, and 9am to 1pm on Saturdays. We’re closed on Sundays and public holidays.”
  • Use the customer’s words. If people ask about “parking”, say “parking”, not “vehicle access”.
  • Keep each fact short and specific. A two-sentence note that answers one question will win over a long document that mentions it once.
  • Cover one topic per note. Several short notes are easier to find, check and replace than one long one.

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Change or remove a note

You can’t edit a note once it’s added. To change one, add the new version, then remove the old one with the bin icon on its row and confirm with Remove. The old passages leave the knowledge base straight away. Notes aren’t stored as the original text, only as their indexed passages, so keep your own copy of anything long.

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A note or a website fix?

If the agent gets something wrong or doesn’t know it, fix the knowledge first. Then decide where the fix belongs.
A note and the website can disagree. If you add a note with new prices but the old prices are still on a page the agent has read, both are in its knowledge. Remove or update the old source too.

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Don’t put private information in notes

Anything in knowledge can be quoted to anyone who asks, on any channel. Leave out internal notes, staff contact details and anything you wouldn’t put on your website.