Agents and the Knowledge Base

Coming soon on the longer handbook. What follows is the live surface, not a promised catalog.

A Client Ops worker acts on a site. Before it drafts a post, a lead reply, or Request copy, it should read that site's Knowledge Base. The Knowledge Base is the state. The worker is not the source of truth.

Read first

The contract is simple. Look up the fact. Then write. Do not start from a blank guess and hope review catches it.

1. Open the Request or the draft job.
2. Read the Knowledge Base categories that apply: voice, offers, claims, and the page map.
3. Draft only from facts that are there.
4. If a needed fact is missing, stop and escalate. Do not invent.

Missing facts escalate

A hole in the Knowledge Base is not a reason to guess. The worker comes back to a person with the missing fact named.

• A price that is not on Offers & pricing rules.
• A claim that Compliance & claims does not allow, or does not mention.
• A page the Website & IA map does not list.
• A logo or photo that is not in Assets.

What a worker may use

• Read approved facts for that site only.
• Use voice, offers, and claims as written.
• Point at an Asset that is already on the board.
• Escalate when the board is silent.

What a worker may not invent

• Invent a fact and keep going.
• Copy a fact from another site.
• Store secrets in Integrations notes, or treat those notes as a key vault.
• Edit the Knowledge Base unless a person asked for a specific correction and the product allows it.
• Skip review on a Request because the Knowledge Base felt complete.

Inventing is a defect

If the draft contains a price, a promise, or a name that is not on the board, that is a miss. The person who reviews should send it back.

Completeness, not prose

Coming soon: a completeness read for people who watch many sites. That view should show whether categories have facts, not the brand paragraphs themselves. Coverage health is not a second editor.

How this fits Requests and Edit

The Knowledge Base does not replace Edit or Request a change. It informs them.

• Edit still changes a post or a team member.
• Request a change still files work the content tools cannot do.
• The worker still picks up, attaches delivery, and waits for a person.
• Looks good and Ship to live stay people.

What is live today

Same honesty as the Knowledge Base page. The dashboard tile is Coming soon. The agent read path is Coming soon. Use this article as the contract we will enforce, not as a feature you can click.