How to keep your AI Employee knowledge up to date

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Establish a routine to review and update the AI's Knowledge Base tab whenever your pricing, services, hours, or policies change, and remember to click 'Sync' after making edits.

    Who this article is for

    This article is for administrators and managers responsible for maintaining the accuracy of customer-facing information.

    Overview

    An AI Employee with outdated knowledge is a liability. It will confidently give customers the wrong prices or promote expired offers. Maintaining the knowledge base must become a standard part of your business operations.

    Before you begin

    • Schedule a monthly knowledge review
    • Delete outdated documents and URLs
    • Always click 'Sync' after making changes

    Step 1: Step 1: Audit Existing Sources

    Navigate to Settings > AI Employee > Knowledge Base. Review the list of connected URLs, uploaded documents, and custom text snippets. Identify any that contain old information.

    Step 2: Step 2: Remove Outdated Data First

    Before adding new information, delete the old sources. If you leave an old pricing PDF and upload a new one, the AI may randomly choose between the two.

    Step 3: Step 3: Update Custom Text Snippets

    If you use custom text for temporary promotions, make sure to delete or update the snippet as soon as the promotion ends.

    Step 4: Step 4: Re-Sync URLs

    If you updated a page on your website, you must tell the AI to scrape it again. Depending on your setup, you may need to remove the URL and re-add it, or click a 'Refresh' icon next to the URL.

    Step 5: Step 5: Train the AI

    Crucial step: Making changes in the interface does nothing until you click the 'Sync' or 'Train AI' button. The system must process the new data before the AI can use it.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Make updating the AI knowledge base a mandatory step in your company's process for rolling out new products, changing prices, or updating policies.

    Important clarification

    Updating the company website but forgetting to re-sync the URL in the AI settings. The AI does not automatically detect website changes in real-time.

    Resolution guidance

    I updated the text snippet, but the AI is still giving the old answer.

    You likely forgot to click the 'Sync' or 'Train' button. The AI only updates its internal model when explicitly instructed to do so.

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    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.