Custom Knowledge is where you feed Apten with information/instructions you want it to know across conversations with all leads (any customer profile).There are 2 main components to Custom Knowledge:
Description: this is a good place to put things like information about your business, FAQs, any specific instructions you want it to follow.
Connect your data: this is a scalable way to pass information to Apten that it then references in lead conversations when leads ask questions.
There are 2 main types of information you would put into the Custom Knowledge description:
Examples:
General information about your business:
“Apten is an AI SMS agent that automates sales and marketing. You can customize a conversational flow that it uses to communicate with leads, and you can pass it information about your business for it to reference in conversations. The company’s website is https://www.apten.ai/.”
“Business hours are Monday to Friday, 9 AM to 5 PM PST”
FAQs (use a format like the example below):
“Q: Does Apten provide any onboarding/support?
A: Each Apten customer gets white glove onboarding/support directly from the founders :)“
You can think of this as any specific prompt you would give to ChatGPT. Usually, they are structured as commands (e.g. “if __, then ___”, “make sure to…”, “you must say __ when…”)
First search through the information it has in custom knowledge.
If it feels it hasn’t the found the right information to answer that question, Apten will then search through all the information that’s been connected as a file.
Apten will then extract any info it thinks is relevant to the lead’s question, and use that info to give an answer back to the lead.