Help CenterUse this guide when creating or editing an employee's knowledge and instructions. You will reduce unsupported answers and keep outside actions narrow enough to test safely.
Before you begin
Confirm who owns the job, each source, and the human handoff. Remove expired or contradictory information. Separate public knowledge from internal-only material and never use private customer records as general knowledge.
Steps
1. Write the core instructions
Cover all of the following in plain language:
- Who the employee is and who it helps.
- The tasks it should complete.
- The business knowledge it may use.
- The tone and useful level of detail.
- What it must never guess.
- When it must ask for clarification.
- When it must hand the conversation to a person.
- Which actions require confirmation.
- How it should handle personal information.
Review any generated instruction suggestion as a draft, not as an approved policy.
2. Prepare sources for reliable answers
Use current information with a clear owner and date. Prefer descriptive headings, explain abbreviations, include exceptions and escalation rules, and keep one topic per document where practical.
3. Add a website when the source is public and stable
Choose a page owned by your organization that contains the information the employee should know. Confirm that it opens without a password or access restriction.
4. Add supported files
Upload the documents, presentations, spreadsheets, written files, images, audio, or video supported by the form. Follow the displayed type and size guidance instead of relying on a fixed limit in this article.
Use clear names such as “Product Pricing July 2026,” not “Final v7 new.”
5. Add written content for short, controlled material
Use written content for approved FAQs, scripts, policy summaries, or product notes that are easier to maintain directly. Include an owner and review date in the text when practical.
6. Respect Presenter source guidance
When Presenter is enabled, follow the more limited source guidance shown in the form. Use one presentation or video and supporting instructions suited to a guided presentation.
7. Give connected actions the least access needed
Review available connections under Integrations and select only the actions required for the employee's job. Do not enable every action by default.
Require confirmation before an action sends a message, books something, creates or changes a record, or has another outside effect. Keep a person responsible for irreversible or high-stakes decisions.
8. Wait, test, and revise
After changing knowledge, wait for preparation to complete. Test questions that are answered by the sources, absent from the sources, ambiguous, unsafe, and appropriate for handoff.
Expected result
The employee answers from a small set of current sources, states when information is unavailable, follows an explicit handoff, and asks for confirmation before consequential actions.
Status meanings
| Status shown | Meaning | What to do |
|---|---|---|
| Pending or Processing | Aivah is preparing a knowledge source or update. | Wait before using it for an important test. |
| Completed | Preparation finished. | Test expected, unsupported, and boundary questions in Playground. |
| Failed | A source or update needs attention. | Open its details, correct the problem, and use the available retry action. |
Usage credit impact
The guide does not specify a fixed charge for adding or preparing knowledge. Testing conversations and supported connected activity can use usage credits. Check your current workspace balance.
Information stored or shared
Knowledge sources and written instructions are stored with the employee. Outside services can receive the information required for an approved action when that action is used. Never place passwords, payment details, secret connection values, or broad customer datasets in instructions or general knowledge.
Limits and permanent actions
Supported source types and limits can vary. Removing a source while editing may take effect immediately, even if you later leave without saving other changes. Confirm that the source is no longer needed before removing it.
Some connected or category settings may require a new employee rather than an edit. Test the replacement before changing a public experience.
Common problems and recovery
- The answer is wrong: confirm the answer exists in an approved source, remove conflicts, and add a clearer rule.
- The employee guesses: instruct it to say when information is unavailable and define the handoff.
- A source fails: confirm access and file condition, simplify or reduce the file, and retry a clean replacement.
- An action happens without a useful pause: remove the action until a confirmation instruction and private test pass.
- Internal information appears in a public answer: remove it from public knowledge, review the affected conversations, and retest the employee.
Next step
Use Manage, test, and improve an AI employee before publishing or adding more sources.