Notes
Notes are powerful because they work in two ways at once:
- Teaching your AI how to search your knowledge base
- Adding extra knowledge that your AI can use directly
How Notes Work (Both Ways)
Way 1: Smart Search Instructions
Your Notes teach your AI Knowledge system:
- What to look for when searching your documents
- How to prioritize information it finds
- What context to apply when interpreting documents
Way 2: Direct Knowledge Addition
Your Notes become part of the knowledge that drives AI responses:
- Added directly to the knowledge pool
- Used alongside retrieved documents
- Available even when documents don't have the info
User Request: "What's your return policy for damaged items?"
Your Notes: "Damaged items get full refunds within 30 days. For Premium customers, we also cover return shipping. Always check customer tier in profile first."
How Notes Work Both Ways:
1. As Search Instructions:
- AI searches return policy docs looking specifically for damage-related policies
- AI prioritizes customer tier information when found in documents
- AI interprets policies with premium customer context in mind
2. As Direct Knowledge:
- Even if your documents don't mention return shipping coverage
- Notes provide the "Premium customers get free return shipping" information
- AI can give complete answer combining document info + Notes knowledge
Final Response: "For damaged items, we offer full refunds within 30 days. I see you're a Premium customer, so we'll also cover the return shipping cost for you."
🔍 Search Guidance (Teaches AI)
- "When customers ask about pricing, always look for volume discounts and payment terms"
- "For security questions, prioritize compliance certifications over technical details"
- "Check customer history before providing upgrade recommendations"
📚 Missing Knowledge (Direct Information)
- "New 2024 policy: Free installation for orders over $5,000"
- "Holiday hours: Closed December 25-26, limited support December 24"
- "Emergency contact: Call (555) 123-4567 for urgent technical issues"
🎯 Business Rules (Both Functions)
- "Premium customers get 60-day returns instead of standard 30 days"
- Teaches AI: Look for customer tier info
- Provides Knowledge: Premium = 60 days rule
Why This Dual Function Matters
Without Notes:
- AI searches generically through documents
- Finds basic return policy: "30 days"
- Response: Generic policy info
With Notes (Both Ways):
- AI searches specifically for customer tier policies (instruction)
- Finds customer tier in profile + basic return policy (retrieved)
- PLUS gets Premium customer shipping rule (direct knowledge)
- Response: Complete, personalized policy information
✅ Combine Instructions + Knowledge
"For pricing questions, look for industry-specific rates. Our 2024 healthcare discount is 15% off standard pricing."
- Instruction: Look for industry rates
- Knowledge: Healthcare gets 15% off
"When discussing implementation, mention our new QuickStart program launched in Q4 2024 - not in old documents yet."
"Security questions should prioritize compliance over features. Always mention our SOC 2 Type II certification first."
Your Notes make your AI both smarter at finding information AND more knowledgeable about your business!
Douglas Ho
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