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Why Channel-Specific Knowledge?

Different communication channels have different characteristics. Channel-specific knowledge lets you optimize responses for each medium.

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Chat Knowledge

Optimize for web chat conversations:

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Chat Best Practices

  • Be Conversational: Use friendly, casual language
  • Use Emojis: When appropriate for your brand
  • Provide Links: Direct users to relevant pages
  • Keep It Scannable: Short paragraphs, bullet points

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Chat Example

For chat, you might add specific greeting messages or quick
responses that work well in the chat widget format. Include
links to helpful resources and use a friendly, approachable tone.

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Voice Knowledge

Optimize for phone conversations:

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Voice Best Practices

  • Speak Naturally: Write how people talk, not how they write
  • Use Contractions: “We’re” not “We are”
  • Avoid Complex Spelling: No URLs, email addresses
  • Be Brief: Long responses are hard to follow verbally

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Voice Example

For voice, focus on spoken language. Instead of "Our hours are
listed on our website," say "We're open Monday through Friday,
nine to five, and Saturday from ten to three."

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Text/SMS Knowledge

Optimize for text messages:

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Text Best Practices

  • Be Concise: Keep messages short
  • One Topic Per Message: Don’t overwhelm
  • Use Clear CTAs: “Reply YES to confirm”
  • Include Essential Info Only: Save details for other channels

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Text Example

For texts, be extra brief. "We're open M-F 9-5, Sat 10-3.
Reply with a day that works for you!" is better than long
explanations.

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Email Knowledge

Optimize for email communication:

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Email Best Practices

  • Professional Tone: More formal than chat/text
  • Complete Information: Emails can be longer
  • Structured Format: Use sections and headers
  • Include Signature: Contact information

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Email Example

For email, you can provide more detailed, structured information.
Include complete explanations, multiple options, and all relevant
contact information in a professional format.

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When to Use Channel-Specific Knowledge

When the same information needs to be communicated differently across channels.
When certain information doesn’t work well in a channel (e.g., URLs in voice calls).
When leveraging unique channel capabilities (e.g., rich cards in chat).
When your brand voice varies by channel (e.g., more formal in email).

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Fallback to General Knowledge

If channel-specific knowledge doesn’t cover a topic, your agent automatically falls back to general knowledge.

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