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.