Manual editing

Sometimes the fastest path is to type the answer yourself. Manual entries give you full control over wording, tone, and disclaimers.

When to type manually

• Legal or compliance language that must be exact
• Short FAQs with one-sentence answers
• Corrections after a bad import
• Brand voice tweaks ("We'd love to see you!" vs. robotic paraphrases)

Create a manual entry

1. Go to Knowledge → Add → Write.
2. Give it a clear title customers might search for.
3. Write in plain language, as if texting a friendly customer.
4. Save and send yourself a test question.

Tone guidelines

Stay warm and professional. It is fine to say you do not know or to offer a callback. Avoid promising things staff cannot deliver.

Structure longer entries

Use short paragraphs or bullet lists. Break separate topics into separate entries so the assistant picks the right one.

Version control mindset

When prices change, edit the entry instead of adding a duplicate. Duplicates confuse review and can produce mixed answers.