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Context Management

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Enhance mission execution with business rules, knowledge base links, and operational constraints. Provide agents with the context they need for optimal performance.

Overview​

Context Management allows you to provide AI agents with the business knowledge, rules, and constraints they need to perform effectively. By adding context to your missions, you ensure that agents understand your business processes, customer expectations, and operational guidelines.

Add Context to Mission​

Step 1: Access Mission Dashboard​

Navigate to Missions → Your Mission Name to view the mission overview and access context configuration options.

Step 2: Add Context (Optional)​

Enhance mission execution with additional context using the context configuration panel:

  • Business Rules: Define escalation triggers and response templates
  • Knowledge Base: Link to FAQ, product docs, and training materials
  • Constraints: Set working hours, holidays, and response time limits

Context Configuration Options​

Business Rules​

Define the operational guidelines that agents should follow:

Escalation Triggers​

Configure when to escalate issues to human agents:

  • Urgent Requests: High-priority customer inquiries
  • Complex Issues: Technical problems requiring expertise
  • Complaints: Customer dissatisfaction or complaints
  • Billing Issues: Payment or subscription problems
  • Security Concerns: Potential security or privacy issues

Response Templates​

Provide standardized response formats:

  • Greeting Templates: Professional and consistent introductions
  • Escalation Messages: Clear communication about next steps
  • Resolution Confirmations: Acknowledgment of completed tasks
  • Follow-up Instructions: Guidance for customer actions

Knowledge Base Integration​

Connect agents to your existing knowledge resources:

FAQ Integration​

  • FAQ URL: Link to your help center or knowledge base
  • Search Capabilities: Enable agents to search for relevant information
  • Category Organization: Organize information by topic or function
  • Update Frequency: Ensure information is current and accurate

Product Documentation​

  • Product Manuals: Technical specifications and user guides
  • Feature Descriptions: Detailed explanations of product capabilities
  • Troubleshooting Guides: Common problems and solutions
  • Video Tutorials: Visual learning resources

Training Materials​

  • Agent Training: Specific instructions for your agents
  • Process Documentation: Step-by-step operational procedures
  • Best Practices: Proven methods for optimal performance
  • Case Studies: Examples of successful interactions

Operational Constraints​

Set boundaries and limitations for agent operations:

Time-based Constraints​

  • Working Hours: Define when agents are available
  • Holiday Schedule: Specify dates when agents are unavailable
  • Response Time Limits: Set maximum acceptable response times
  • Escalation Timeframes: Define when to escalate time-sensitive issues

Business Constraints​

  • Service Level Agreements: Commit to specific response times
  • Quality Standards: Minimum acceptable quality thresholds
  • Cost Limits: Maximum acceptable costs per interaction
  • Resource Availability: Limits on concurrent operations

Context Types and Categories​

Customer Context​

Provide agents with customer-specific information:

  • Customer Profile: Account type, preferences, and history
  • Interaction History: Previous conversations and resolutions
  • Product Usage: Current subscriptions and feature usage
  • Support Tickets: Open and resolved support requests

Business Context​

Share current business information:

  • Promotions: Active sales and special offers
  • Product Updates: Recent releases and new features
  • Company News: Important announcements and changes
  • Market Conditions: Industry trends and competitive information

Technical Context​

Include technical specifications and capabilities:

  • System Status: Current system performance and availability
  • Integration Details: Connected services and APIs
  • Performance Metrics: System response times and reliability
  • Known Issues: Current problems and workarounds

Context Management Best Practices​

Information Organization​

  • Hierarchical Structure: Organize information by importance and relevance
  • Tagging System: Use consistent tags for easy searching
  • Version Control: Track changes and updates to context information
  • Access Control: Limit access to sensitive information

Content Quality​

  • Accuracy: Ensure all information is current and correct
  • Clarity: Use clear, concise language that agents can understand
  • Completeness: Provide comprehensive coverage of relevant topics
  • Consistency: Maintain consistent terminology and formatting

Maintenance and Updates​

  • Regular Reviews: Schedule periodic reviews of context information
  • Update Process: Establish clear procedures for updating content
  • Validation: Verify accuracy of new or updated information
  • Feedback Loop: Collect agent feedback on context usefulness

Context Impact on Agent Performance​

Improved Accuracy​

  • Better Understanding: Agents have more complete information
  • Reduced Errors: Fewer mistakes due to missing context
  • Appropriate Responses: More relevant and helpful answers
  • Consistent Behavior: Uniform responses across similar situations

Enhanced Efficiency​

  • Faster Resolution: Agents can resolve issues more quickly
  • Fewer Escalations: More problems resolved without human intervention
  • Better Resource Utilization: Optimal use of agent capabilities
  • Improved Customer Satisfaction: Higher quality interactions

Operational Benefits​

  • Standardized Processes: Consistent handling of similar situations
  • Better Training: Agents learn from comprehensive context
  • Easier Troubleshooting: Clear guidelines for problem resolution
  • Scalable Operations: Context can be shared across multiple agents

Troubleshooting Context Issues​

Missing Information​

Common causes:

  • Incomplete context configuration
  • Outdated information
  • Poor organization of content
  • Access restrictions

Solutions:

  • Review and complete context setup
  • Update outdated information
  • Reorganize content structure
  • Adjust access permissions

Conflicting Information​

Common causes:

  • Multiple sources with different information
  • Outdated context not removed
  • Inconsistent updates across sources
  • Poor coordination between teams

Solutions:

  • Establish single source of truth
  • Implement regular cleanup procedures
  • Coordinate updates across teams
  • Validate information consistency

Performance Issues​

Common causes:

  • Too much context overwhelming agents
  • Irrelevant information slowing responses
  • Poor search and retrieval mechanisms
  • Inefficient context organization

Solutions:

  • Prioritize essential context
  • Remove irrelevant information
  • Improve search capabilities
  • Optimize context structure

Next Steps​

After configuring context for your mission:

  1. Create jobs to test context effectiveness
  2. Monitor agent performance with the new context
  3. Refine context based on performance feedback
  4. Expand context to other missions as needed