The knowledge base

The knowledge base is the Brain. It is everything Kai is allowed to know and say. Kai writes the first version of it from the chat history you upload. Your team then reads it, changes it, and decides what Kai may use. Open it from Brain in the left navigation. The page shows six categories, and a band above them that tells you how much still waits for a decision.

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The six categories

Each card shows how many entries the category holds, and how many of them still need a decision. Select a card to read the entries.

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Answer Library

Reviewable answers created from past conversations for the questions your customers ask most often.

This category controls what Kai says when a customer asks a known question. One entry holds the customer question, the other ways customers ask it, and the answer Kai gives. A good entry answers one question, in your own words, and stays true next month. Example: “What does the coaching include?” with the answer your team already writes ten times a week. A bad entry mixes two questions into one answer, or states a price as plain text. A price belongs in Current information as a fact, so that one change updates every answer that quotes it.

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Conversation Flows

The steps Kai follows to greet customers, gather the right information, and guide each conversation to an outcome.

This category controls the shape of a conversation, not the wording of one reply. A flow has a goal, an ordered list of steps, and two lists: what Kai should do, and what Kai should avoid. A good flow ends in a real outcome: an answer, a booking, or a handoff. Each step names one thing to ask or say, and the condition to move on. A bad flow has ten steps and no exit condition. Kai then keeps asking questions after the customer already answered them.

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Human Handoff

The situations and conditions where Kai should stop answering and transfer the conversation to a teammate.

This category controls when Kai stops. A rule has a condition, the words that usually precede it, and an action. A good rule is testable by reading one message: “the customer asks for a refund”, “the customer asks for a named person”, “the customer is angry”. A bad rule is a judgement nobody can check, for example “hand off if the conversation is difficult”. Kai either fires it always or never. Every handoff rule must be reviewed before you can publish. These rules are the reason an unsupervised reply is safe.

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Communication Rules

The rules Kai must follow in every conversation, including what it must never say and what it must always explain.

This category controls the hard limits. A rule is forbidden, mandatory, or about language. A good rule is one sentence that a reader can apply to any reply: “Never promise a refund date.” “Always answer in the language the customer wrote in.” A bad rule repeats an answer. If the text belongs to one topic, it is an answer, not a rule.

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Brand Voice

The language, phrasing, and writing preferences Kai uses to keep every reply consistent with your brand voice.

This category controls how a reply sounds: the main language, the level of formality, greetings, sign-offs, use of emoji, typical reply length, and the phrases Kai must avoid. A good brand voice repeats what your best rep already does. The examples come from real messages, so read them before you change anything. A bad brand voice is a wish. If nobody on your team writes that way, every reply will read as written by someone else. There is exactly one brand voice per Brain, and it must be reviewed before you can publish.

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Current Information

Current prices, links, and payment details used in answers. Changes made here are applied everywhere they are referenced.

This category controls the values that change: prices, payment details, form links. It works differently from the other five, because a fact is not part of a Brain version. Read Current information.

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The four review states

Every entry in the first five categories carries one state. The state decides what Kai may do with the entry. Two consequences are worth remembering.

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The review band

Above the six cards, Kai states how many entries wait for a decision, and how many of them block publishing. Select Open the queue to work through them one by one. The queue sorts publish blockers first. Read Review and publish.

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Versions

A Brain is versioned. The header shows the version name and its status.

• Draft. Editable. This is the version your team reviews.
• Published. Live and frozen. Your connected channels answer from it.
• Archived. A version that was published before. Read-only, and still readable, because every action Kai took names the version it used.

A compile or a retrain creates v1, v2, v3. An edit of a published version creates v1.1, v1.2, and so on.

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The version menu

Next to the status badge, the header shows the number of versions. Select it to open the list. Each row shows the version name, its status, and the date it was created. Select a row to read that version. Old versions stay reachable on purpose. “What did v1.2 actually say” is a question a team asks the week after a rollback.

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