Overview
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.
Description
There are 2 main types of information you would put into the Custom Knowledge description:-
Examples:
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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”
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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 :)“
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General information about your business:
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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…”)
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Specific examples:
- “If the lead asks about scheduling a demo or meeting, you can share this link for them to self-schedule: https://calendly.com/daniel-attent/20min”
- “Make sure to be empathetic and understanding if the lead raises any concerns”
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Specific examples:

Connect Your Data
This part of custom knowledge allows you to connect entire files that then serve as Apten’s knowledge base when talking to leads/customers.How it works:
Anytime a lead asks a question, Apten will:- 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.
Steps for setup:
- Click the ‘Connect your Data’ button on the bottom left of the Custom Knowledge section
- Choose a data source to connect information from (File Upload, Web Scrape, Google Drive, Salesforce)
- Add any relevant files you want Apten to know
- Apten will then automatically start syncing those files to its knowledge base

- *When adding files, a good best practice is to split up files by topic, and make sure to name each file accordingly.
- After adding files, you can delete existing files or add new files as needed.