Troubleshooting Knowledge lets your bot answer how-to and fix-it questions from your manuals and procedures. If you sell medical devices, safety rules turn on automatically so the bot never gives treatment advice. This article explains how both work.

How Manuals Stay Separate From Product Answers

Manuals live in their own troubleshooting section of your knowledge. They are kept in larger pieces so a procedure stays together, and your bot reads fewer pieces per question so answers stay on one procedure. The choice "All knowledge sources" does not search troubleshooting sections, so manuals never crowd out your product and pricing answers. Procedure-aware pieces becoming the default for every troubleshooting section is rolling out.

Safety Rules That Turn On Automatically

Any site with a troubleshooting section gets these rules without anyone switching them on:

• Emergencies: if a message describes a medical emergency, the bot sends a fixed message telling the person to call emergency services.
• Therapy setting changes: if someone asks the bot to change a therapy or device setting, the bot sends a fixed message referring them to their prescribing clinician or equipment provider.

The bot can still explain how to clean, assemble, or reset a device by following your manual.

Wording For Each Channel

The fixed messages are worded for the channel in use. Chat, text, WhatsApp, and email never tell the person to hang up. Only the phone channel says that.

You can edit the wording for each channel. The emergency message must always keep its instruction to call emergency services, so an edit without it is not accepted.

If your organization is itself an emergency line, such as a hospital or poison control center, contact Velaro support to adjust the emergency instruction.

Supported Languages

Besides English, the safety messages and emergency detection work in 14 languages: Spanish, French, German, Portuguese, Italian, Dutch, Chinese, Japanese, Korean, Vietnamese, Russian, Arabic, Hindi, and Polish. Your bot replies in the language the person writes in. If you have not written your own wording for that language, Velaro's built-in translation is sent. Open Messaging, then Knowledge Setup, then Emergency and Safety Messages to edit the wording for any language and channel.

Set Up A Product And Orders Step And A Troubleshooting Step

Build two AI steps in one workflow. The Product and Orders step answers from your general knowledge. The Troubleshooting step answers from your troubleshooting section. Include your manual catalog in both so each can point to the right manual, and let the two steps jump to each other when the topic changes.

Safety Rules Every Site Has

Every site has a baseline filter that stops bot replies giving medical, legal, or financial advice. The bot also declines abusive visitors and attempts to steer it off topic.

Review What The Rules Caught

Open Messaging, then Safety and alerts. Each time a rule acts, one event is saved with the time, channel, reason, and a short excerpt. Choose who gets an alert right away, for example for every emergency, and select Send test alert to confirm it arrives.

Get Help

To add Troubleshooting Knowledge or ask about the safety wording, contact your Velaro account manager or email support@velaro.com.