Troubleshooting Knowledge (Manuals Add-On)

Your customers ask how to fix things, not just what to buy. Troubleshooting Knowledge lets your bot answer from your product manuals and support procedures, step by step, without mixing that material into its everyday product answers.

What it is

Troubleshooting Knowledge is a separate section of your bot's knowledge built for manuals, user guides, and repair or setup procedures. Your bot searches it only when it is set up to answer how-to and fix-it questions from it. Product and pricing questions keep using your general knowledge, so a page of specifications never gets buried under a page of instructions, and the other way around.

It is a paid add-on

Troubleshooting Knowledge is an add-on to your plan. Without it you can still load manuals into your general knowledge, but they are cut into the same small pieces as your website pages. With the add-on, manuals can live in their own section with larger pieces that keep each procedure together. Your Velaro account manager sets up which of your knowledge indexes hold manuals. To add it, contact your Velaro account manager or email support@velaro.com.

If the add-on ever ends, the manuals you already loaded keep answering questions. New uploads and crawls use the general settings until the add-on is restored.

The three collections

Your knowledge is organized into named collections. With this add-on you use three:

• General: your website, help articles, and product pages. Your bot uses this for product and order questions.
• Troubleshooting: manuals and procedures. Your bot uses this for how-to and fix-it questions.
• Manual catalog: short cards that name each manual so your bot can point to the right one.

The choice "All knowledge sources" on the Knowledge tab searches everything except the troubleshooting collection. That keeps procedures out of everyday answers.

What to load

Load what a customer would need in front of them while fixing something:

• User manuals and quick-start guides
• Setup, cleaning, and maintenance procedures
• Error code lists and troubleshooting tables
• Support pages that explain a fix

Leave marketing pages, price lists, and brochures in your general knowledge.

Why troubleshooting uses larger sections

Your bot reads knowledge in pieces. Product content works best in small pieces, so a question about price pulls back a few short, relevant lines. A procedure is different. Step 4 means nothing without steps 1 to 3, so troubleshooting content is kept in larger pieces that hold a whole procedure or a whole section of it. Your bot also looks at fewer pieces per question, which keeps answers focused on the one procedure the customer needs.

What your bot will not answer

Your bot will not change or recommend changes to therapy settings or device settings. If a customer asks it to adjust, raise, lower, or turn off a setting that affects their treatment, the bot replies with a fixed message that sends them to their doctor or equipment provider. It can still explain how to clean, assemble, or reset a device following your manual.

If a message describes an emergency, the bot tells the customer to call 911 first.

This rule follows your troubleshooting collection. It stays on even if the add-on ends.

Set up with Knowledge Setup

Open AI, then Knowledge Setup. The wizard asks what content you have, where your manuals live, what the bot must never answer, and how many conversations you expect. It names your collections for you, for example "Your Company Troubleshooting Assistant", shows your plan limits, and creates the collections. Your other answers are kept as a plan for now and are not applied to your workflow automatically. If you already have collections, you choose to add to them, edit them, or start with a blank form. Your saved content is never deleted by the wizard.

Move manuals without rescanning

If manuals land in a general collection, a banner on the training page offers "Create Troubleshooting Assistant bank and move". You see the number of documents, chunks and pages, and how your storage changes, before anything moves. No rescan and no OCR is needed. Your content stays in the old collection until it is confirmed in the new one, so it is never missing from both. You can resume a stopped move or undo a finished one from Knowledge Setup under Recent moves.

A document indexed before saved text was kept can only move to a collection with the same chunk size and embedding model. It is listed as blocked, and you can move everything else.

Check a collection

Knowledge Setup includes a health check. It compares what is stored with what we track and lists problems. Repair fixes counts and records and never deletes your content.