Agent-Level Knowledge Base Assignment
Brennan Palmer
I'd like to request the ability to assign knowledge bases directly to individual agents, similar to how CloseBot Classic worked, rather than only at the Source level.
Current Challenge:
For businesses with multiple locations using one HighLevel sub-account, I need to keep location-specific knowledge separate. Currently, knowledge assignment only works at the Source level, which means I'd need separate HighLevel sub-accounts for each location - doubling costs and complexity for clients. Especially with A2P issues to deal with.
Requested Solution:
Allow knowledge bases to be assigned to specific agents within a workflow, so one Source can support multiple agents with different knowledge bases. This would enable location-specific information separation without requiring multiple CRM accounts.
Business Impact:
This would eliminate the need for clients to maintain multiple HighLevel sub-accounts, reducing their costs and administrative overhead while maintaining proper knowledge separation.
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Bryce DeCora
Merged in a post:
Ability to separate knowledge bases by job flows and channels
Matheus Albuquerque
My clients want the agent to book appointments on WhatsApp but only answer questions on Instagram, so the job flows are different and don’t involve the same type of conversation. The problem is that the knowledge base for WhatsApp/booking contains information we don’t want the agent to share on Instagram/FAQ messages. This is just one example, there are sources that approach people differently depending on which social network they’re using. So, separating by job flows and/or channels would be great for that!
Dustin Reyna
Yes, there is another duplicate request for this as well over 20 request.
Definintely need this
B
Bryce DeCora
Merged in a post:
Knowledge bases assigned to different agents(bots)
Christopher Najarro
Is there a way to assign different knowledge bases to different bots? I have different campaigns that are assigned to different agents on my team and I noticed in some tests that the bot is pull data from two separate knowledge bases so when a client asks who they will be speaking when an appointment is booked the bot replies with the wrong person/job title... Much appreciated!
Philipp Leirich
Yes, really important!!
Christopher Lyle
I would even take this a step further.
- Knowledge Base for Source to provide specific knowledge about business (Already present).
- Agent Level Knowledge Base (As describes above).
- If possible the ability to dynamically load specific knowledge base document into a node/section of job flow based on the conversation path.
For example: Job flow has two path for two different products. If they take path 1, CloseBot would load the knowledge base document about that product to provide more context for conversation.
Number 3 may already be done on the back end if the logic only chooses a document based on the conversation. I was just thinking out load to load particular knowledge at specific times as needed based on the conversation path.