How to Use the Knowledge Library

Open Dashboard > Business > Knowledge. The page header shows your business name, the total number of items in the library, and an Add Knowledge button.

Use the search bar to filter items by title, content, category, or tag.

1. Click Add Knowledge.
2. Enter a Title — something Kai can use to find this entry, like “Product Returns Policy.”
3. Pick a Type from the dropdown:
   • General Text — the default, for FAQs and policies
   • Reply Example — sample responses to common situations
   • Proposal Example — templates for outbound proposals
   • Follow-up Example — templates for follow-up messages
   • PDF Document or Word Document — for content pulled from a file
4. Add an optional Category (e.g., Policies, FAQ) for grouping.
5. Paste or write the Content. Plain text, or markdown if you marked the type as markdown.
6. Add Tags by typing each one and pressing Enter or clicking Add.
7. Click Add Knowledge.

Kai can reference the new entry on the next call.

The library has four views you can switch between:

• Table — dense table view with columns for title, type, category, content preview, tags, created date, and edit/delete actions. Best on desktop.
• Cards — one card per entry with the full content visible. Better when you want to read several entries at once.
• Examples — groups your reply, proposal, and follow-up templates into three columns so you can scan them side-by-side.
• Lead Scoring — manage lead scoring rules (see below).

Every row and card has two icon buttons:

• Pencil — opens the entry in the edit dialog.
• Trash — deletes the entry after confirmation.

Updates take effect immediately — Kai uses the latest version on the next call.

Lead scoring now lives in one workspace: Activity → Lead Scoring. Start on the Goal tab and tell Kai the outcome each agent should care about.

• Goal — choose the main outcome, such as schedule appointment, qualify lead, collect info, quote-ready, callback needed, or support resolved.
• Criteria — tune what makes a lead more valuable or less valuable after the goal is clear.
• Routing — decide what happens next for hot, warm, review, or disqualified leads.

The Knowledge Library is separate: use it for facts Kai should know. Use Lead Scoring Goals for deciding whether a call was successful and what should happen next.

• Kai automatically pulls in matching entries during customer conversations.
• Use categories and tags to keep things organized as the library grows.
• Update an entry and Kai uses the new version on the next call.
• Hide outdated information by deleting it — Kai will not reference anything you remove.

• Product Catalog — for priced products and SKUs (separate from the knowledge library)
• Customize Your Agent — change the prompt that decides when Kai pulls from the library
• Manage Leads — see how scores, goals, and next actions show up on individual leads