Knowledge base

The knowledge base is where Ava learns everything she needs to represent your company: what you sell, who your customers are, the proof points that land, and the answers to prospects’ questions. The knowledge base is organized into five tabs.

1. Knowledge
2. Case studies
3. Customers
4. Gaps
5. Objections

You can organize items into folders in the Knowledge, Case studies, and Customers tabs. Select Create folder, give it a name, and save, then drag any item into the folder.

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Knowledge

The Knowledge tab is where you add your general company knowledge, as files, website URLs, or plain text. To add an item, use the Add button in the top-right corner and select Knowledge.

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Case studies

The Case studies tab stores your customer success stories. To add one, use the Add button and choose Case study. Adding a case study works differently from adding knowledge. You add one by entering a case study URL and fetching its content, or by filling in the details yourself. Each case study has a Customer name, the Content, and a field to guide Ava on when to mention it.

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Customers

You can use the Customers tab to list your current customers so Ava can reference them as real proof when she talks to prospects. To add customers, choose Add customers and pick a source. There are a few ways that you can add customers:

• Import from HubSpot
• Upload a CSV
• Add a URL

Larger CRM and CSV lists may take a little time to appear. Every customer is listed individually, so you can search, filter, or remove any customers you don’t want Ava referencing.

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Gaps

If Ava is asked a question she can’t answer, the question is logged in the Gaps tab. Ava collects these gaps from her autonomous email replies and inbound website chat. Each gap shows the question, the prospect who asked, and when it was asked. You can filter the gaps to show Pending, Answered, or Skipped ones. Pending gaps are grouped at the top so you can work through them. When you answer a gap, that answer becomes part of your knowledge base so Ava can use it going forward, and answered gaps stay editable if you want to refine them later.

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Objections

The Objections tab is where you store the common objections prospects raise, along with the response you want Ava to give for each. The difference between Gaps and Objections: Gaps are questions from real conversations that still need an answer. Objections are different. You already know these come up, so you can write the response in advance. For example, you might add “How are you better than X product?” with the response you’d want a prospect to hear. To add one, use the Add button and choose Objection. Each objection has the objection itself and the response Ava should give.

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Telling Ava how to use items in the Knowledge base

In the Knowledge and Case studies tabs, each item you add can have its own instructions on how Ava should use it. Open any item to see its details; you’ll find an “Instructions for use” field. Add your instructions there. Ava uses those instructions at the right moment and in the right way. A few examples of instructions you might write:

• If you have a document that applies only to certain industries, you can add instructions stating “Only reference this if the customer is in the biotech industry”.
• If you have a sensitive security document, you can add instructions stating, “Only use this when a prospect asks about security or compliance. Never volunteer it.”

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Learning from past conversations

From the settings icon at the top right, you’ll find a “Learn from past conversations” option. When it’s on, Ava can use previous conversation transcripts to improve her responses. You can turn this on or off and save your choice.

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Frequently asked questions