This article explains how to import existing Aptly Knowledge Documents so they can be used by an AI Agent. When importing a knowledge document, you’ll choose how the AI Agent should interpret and use that content during conversations with callers.
Each import option applies specific backend instructions that guide how the AI Agent processes and responds using the selected document.
Before You Begin
- You must already have Knowledge Documents created in Aptly.
- An AI Agent must be set up or in the process of being configured.
Once these are in place, you can import knowledge documents directly into your agent’s knowledge.
Importing a Knowledge Document
When importing a knowledge document, you will be prompted to select an Extraction Type. This determines how the AI Agent will interpret and apply the content during calls.
There are four extraction types, listed below in the order they appear.
Extraction Types Explained
1. Extract FAQs
Use this option when your knowledge document is written in a question-and-answer format.
What the AI Agent does:
- Interprets the document as a list of FAQs
- Uses the content to answer caller questions directly
- Matches caller questions to the most relevant answers
- Transforms internal notes into language suitable for callers
Best used for:
- Frequently asked questions
- Leasing questions
- Policy explanations
- Common caller inquiries
2. Standard Operating Procedure (SOP)
Use this option for documents that explain how the AI Agent should behave or handle calls.
What the AI Agent does:
- Looks for behavior notes and instructions
- Follows step-by-step guidance when handling calls
- Applies best practices and procedural rules
Best used for:
- Call handling instructions
- Agent training documentation
- Escalation rules
- Scripts or workflows the agent should follow
Important:
Any instructions in an SOP document should be written clearly and explicitly, so they can be directly implemented by the AI Agent without interpretation.
3. Custom Extraction
Custom Extraction gives you full control over how the AI Agent should use the selected document.
What you provide:
- A custom prompt explaining how the agent should use the document
- Instructions for what information the agent should extract
- Guidance on how that information should be shared with callers
Best used for:
- Specialized workflows
- Unique call handling rules
- Advanced or non-standard use cases
Best Practices for Knowledge Imports
- Choose the extraction type that best matches how the document is written
- Keep instructions concise and unambiguous
- Avoid combining multiple purposes in a single document
- Test your AI Agent after importing knowledge and adjust as needed
Final Step: Test and Refine
After importing your knowledge documents:
- Call your AI Agent
- Ask questions related to the imported content
- Review responses for accuracy and tone
- Update documents or extraction types if needed
Properly configured knowledge documents help your AI Agent provide consistent, accurate, and helpful responses to callers.