Writing documents your AI agent can use well

1. One topic per document. Make one document for parking and directions, another for what to bring to a first visit, and another for your services. Avoid one long document about everything.
2. A clear heading for each topic. Start each part with a short heading, such as Parking, Public transit or Wheelchair access. Use the words patients use: “Where to park” is better than “Site logistics”.
3. Short sentences. Write the way you’d answer on the phone. For example: “Free parking is behind the building. Enter from Maple Street.”
4. Dates in full, with the year. Write “Closed Thursday, December 24, 2026”, not “closed Thursday” or “closed next week”. Your AI agent may not know today’s date, so words like “tomorrow” or “next week” can lead it to the wrong day.
5. No two documents that disagree. If one document says the clinic closes at 5 p.m. and another says 6 p.m., the agent may give either answer. Keep each fact in one place only.
6. Remove out-of-date documents. For example, last year’s holiday hours. Ask your manager to unlink the old document, then delete it. See Finding, renaming and deleting documents.
7. Update documents when things change. When your hours or services change, replace the document right away. See Replacing a document with a newer version.

For holiday closures, also see Updating clinic hours, closures and holidays.

Your AI agent reads only the text in a document. It can’t read pictures, such as a map, a logo or a scanned page. Describe things in words instead, for example: “We’re on the second floor. Take the elevator on your left.”

To check a document, open its menu (⋮) on the Knowledge Base page and click Preview. If you don’t see your text, the agent can’t read it either.

• Patient information. Your AI agent can use what’s in a document with any caller. Never put patients’ names, phone numbers or health information in a clinic document.
• How the agent should behave. For example, how to greet callers or when to pass the call to a person. That goes in the agent’s instructions. Talk to your clinic manager.

Once your manager has linked the document, try your AI agent: ask the question a patient would ask. See Trying your AI agent yourself. If the answer is wrong, see When your AI agent gives a wrong answer.