Knowledge

The Knowledge section holds the material the assistant searches when it answers a lead: your FAQ, the Company & services answers (reputation, your edge, and how your services work), your files, and your property inventory. This is what keeps the assistant accurate instead of guessing.

Overview#

When a lead asks something, the assistant searches this material by meaning, not just exact words. It pulls the most relevant FAQ entries, files and properties into its reply.

If sources disagree on the same fact, your AI instructions and FAQ take priority, followed by the live property record, then uploaded files such as brochures and price lists. The higher source always wins a conflict. When a fact is only in an uploaded file (say a service charge that is in the brochure but not in your FAQ), the assistant answers from the file, plainly, instead of offering a call because the FAQ is silent. It reads only files with Allow Gene to send this to leads on; price lists start internal, so turn that on for a price list you want it to answer from (see Files). Keep guarantees and policies in your instructions or FAQ so an older brochure cannot override them. To limit what files can be used for, say so in your AI instructions (for example "only quote prices from the FAQ") and the assistant follows it.

Most apparent clashes are not clashes. A project's own fields (price, handover date, status, payment plan) are the authority over its description text, and a date that falls inside a period given elsewhere is the same fact: a handover date of 30 June 2028 and "targeted for Q2-Q3 2028" agree, so the assistant gives 30 June 2028. A general FAQ answer does not override a project's own figures. Only when two sources truly give different values for the same fact of the same project does the assistant give the project record's value (or both), say your advisor will confirm the final detail, and record the gap.

If the answer is not here, it does not invent one. Before saying it does not have a detail about a unit or project (its payment plan, handover date, yield or tenure), it reads that project's record, your FAQ and your uploaded files. Whatever is still missing from all of them, it says your advisor will confirm, records the gap and keeps helping. A missing or conflicting detail is not on its own a reason to hand over: it hands over when the lead asks for a person, is ready to buy or book and needs a person for it, or matches one of your handover cases.

The section has three sub-tabs: FAQ, Files and Properties. Deep links work via ?ktab= (for example /ai?ktab=faq#knowledge). Older documents and media links land on the Files tab.

FAQ#

• Import (next to Add Q&A, and Paste or upload many on an empty FAQ): adds many questions at once. Paste them, paste a Google Doc link, or upload a CSV, Excel, Word or text file. Gene recognises:
  • Q: and A: labels (also Question / Answer, Q1. / A1.);
  • a line ending in a question mark with the answer under it, numbered, bulleted or plain;
  • headings (markdown or Word), each heading a question and the text under it the answer;
  • two columns copied from a sheet, or a CSV with a Question and an Answer column.

  Every question found shows in a list with a tick box and Edit. Untick what you do not want, then Add. Questions already in your FAQ are marked and left out. Nothing is added before you press Add.

• Add Q&A / Add the first question: opens a form with a question field and an answer field, then adds the entry.
  • Each saved entry can be edited, reordered (move up / move down) and deleted. Edits save as you type, with a Saving... / Saved marker on the card, or "Not saved. Try again" with a Try again link if a save fails.
  • These are the questions leads ask most, answered in your voice so the assistant stays on-script.

Company & services#

Below the FAQ list sits a block of short multi-line answers Gene uses for common questions:

• What do clients say about you? (reputation)
• What makes you stand out? (your edge) (your USPs)
• What is your buying process, step by step?
• What financing options do you offer?
• Do you offer property management? What does it cover?
• How do tours and viewings work?

Fill in what applies, and leave the rest blank so the assistant never promises a service you do not offer. The four service answers are explained on Services.

Files#

One place for every document and media item the assistant can read: brochures, floor plans, photos and video links, organized into folders.

• Upload files, add a link (for large videos or galleries), create and delete folders, and search.
• Files in your GoHighLevel media library are copied in for you when you migrate from Settings > Transfer, so there is no need to upload them again.
• The file type is auto-detected, and a type filter narrows the view when needed.
• New files arrive filled in where Gene can tell: linked to their property, sending on for brochures, floor plans and site maps, and a suggested When should Gene send it?. See Files.

Folder property links#

A folder can be linked to one or more properties. Every file inside that folder (and its subfolders) inherits those links, so the assistant knows which property a file belongs to without you tagging each file by hand.

Properties#

Open Properties is a pointer, not an embedded table. The full property inventory the assistant searches lives in its own Properties workspace. This link takes you there, so the inventory is not maintained in two places.

Tips#

• Keep FAQ entries current. The more complete they are, the fewer handovers you need and the fewer stale prices the assistant might quote.
• Organize files into folders per property and link the folder to the property once, so every file inside is correctly attributed.
• Manage the actual property records in the Properties workspace; this tab just gives the assistant access to search them.