> ## Documentation Index
> Fetch the complete documentation index at: https://docs.clarky.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Channel-Specific Knowledge

> Customize knowledge for chat, voice, text, and email

## Why Channel-Specific Knowledge?

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

## Chat Knowledge

Optimize for web chat conversations:

### 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

### 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.
```

## Voice Knowledge

Optimize for phone conversations:

### 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

### 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."
```

## Text/SMS Knowledge

Optimize for text messages:

### 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

### 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.
```

## Email Knowledge

Optimize for email communication:

### 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

### 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.
```

## When to Use Channel-Specific Knowledge

<AccordionGroup>
  <Accordion title="Different Response Styles">
    When the same information needs to be communicated differently across channels.
  </Accordion>

  <Accordion title="Channel Limitations">
    When certain information doesn't work well in a channel (e.g., URLs in voice calls).
  </Accordion>

  <Accordion title="Channel-Specific Features">
    When leveraging unique channel capabilities (e.g., rich cards in chat).
  </Accordion>

  <Accordion title="Tone Variations">
    When your brand voice varies by channel (e.g., more formal in email).
  </Accordion>
</AccordionGroup>

## Fallback to General Knowledge

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

<Card title="Back to Knowledge Overview" icon="brain" href="/features/knowledge/overview">
  Return to Knowledge Management
</Card>