How to review your AI Employee before major business changes

    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

    Before launching new products, changing prices, or updating policies, pause the AI, update its knowledge base and rules to reflect the changes, sync, and test thoroughly before re-enabling.

    Who this article is for

    This article is for business owners and administrators managing product launches, pricing updates, or policy changes.

    Overview

    Major business changes require proactive updates to your AI Employee. If you launch a new product but forget to tell the AI, it will give customers outdated information or fail to answer their questions.

    Before you begin

    • Identify all upcoming business changes
    • Prepare updated FAQs and documentation
    • Schedule time to update the AI settings

    Step 1: Step 1: Pause the AI Globally

    Before making sweeping changes to your website or policies, go to Settings > AI Employee and toggle the status to 'Paused' to prevent it from giving conflicting answers while you update.

    Step 2: Step 2: Remove Outdated Knowledge

    In the Knowledge Base tab, delete any old PDFs, text snippets, or URLs that contain information that is no longer accurate.

    Step 3: Step 3: Add New Information

    Upload new documents, paste updated text snippets, and add the URLs for any new product or policy pages. Ensure the new information is formatted clearly.

    Step 4: Step 4: Update Business Rules

    If the business change involves new restrictions (e.g., a new product cannot be discounted), update the Business Rules and Custom Instructions accordingly.

    Step 5: Step 5: Sync, Test, and Re-Enable

    Click 'Sync' to train the AI on the new data. Use the simulator to ask questions about the new products or policies. Once verified, toggle the AI back to 'Active'.

    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. Coordinate the AI update with your marketing and sales teams. The AI should be updated at the exact same time your new website pages or campaigns go live.

    Important clarification

    Updating the website but forgetting to click 'Sync' in the AI settings, causing the AI to continue using the cached, outdated version of your site.

    Resolution guidance

    The AI is giving a mix of old and new information.

    You likely missed an old document or text snippet during your cleanup. Review the Knowledge Base tab carefully and ensure all outdated sources are removed.

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    Need account-specific help?

    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.