If you use AI conversations inside your CRM, you want replies to be helpful, accurate, and consistent. This update gives you more control over when the AI should pull information from your Knowledge Base, so it can find the right answers more reliably without changing your current setup unless you choose to add instructions.

📌 Why This Matters

When customers ask important questions about your services, pricing, policies, or availability, you do not want the AI to miss key details stored in your Knowledge Base. With trigger-based instructions, you can guide the AI to check specific Knowledge Base content in the moments that matter most. That means more dependable answers, fewer missed details, and a better customer experience while keeping your existing setup unchanged unless you configure these triggers.

✨ What’s New

• Optional trigger instructions: You can set specific conditions that tell the AI when it should use your Knowledge Base during a conversation.
• More flexible setup: You can create up to 4 triggers, and each trigger can include up to 7 Knowledge Bases.
• No forced changes: If you do nothing, your current AI behavior stays the same and continues deciding on its own when to use the Knowledge Base.
• Better answer consistency: When a trigger matches, the system gives more priority to pulling the relevant Knowledge Base information.

🛠️ How to Use It

1. Step 1: Review the types of customer questions where accuracy matters most, such as pricing, appointment policies, service details, hours, or product information.
2. Step 2: Create trigger instructions that tell the AI when to check the Knowledge Base for those situations.
3. Step 3: Attach the most relevant Knowledge Bases to each trigger so the AI has the right source to pull from.
4. Step 4: Test a few common customer questions to confirm the AI uses the right information when the trigger conditions are met.
5. Step 5: Leave everything else as is, since the AI can still decide on its own when to use the Knowledge Base if no trigger applies.

💡 Pro Tip

Set triggers for questions tied directly to sales or bookings, like pricing and service availability, so customers get clear answers faster and are more likely to take the next step.