Where the work gets stuck
Chatbase can use different sources and channels for different tasks. You could start with product policies, programme information, staff procedures, or sorting support requests. For each task, decide who the assistant will help and how it will pass unusual requests to staff.
What to prepare
- A defined audience and one knowledge area
- Approved sources and clear access permissions
- The people responsible for replies and source updates
Follow these steps
- Choose the job with the clearest existing process and repeated questions.
- Write down the results you expect and which questions the agent must pass to staff.
- Build from the selected sources and test before adding actions.
- Check answer accuracy, how well requests reach staff, and the work needed to maintain the assistant before adding more users.
An example from everyday work
A public programme assistant can explain published fees and application steps. A staff assistant can explain purchasing procedures to people with permission to see them. Keep admissions decisions and spending approvals with the authorised staff.
When your team should take over
For an internal assistant, check who can access each type of information. Any action that reads or changes records needs an approved connection, identity checks, and a tested plan for handling failures.
How to check the results
- Correct answers in the chosen knowledge area
- Questions the assistant cannot handle that are declined or passed to the right staff member
- Time the person responsible spends maintaining and reviewing the trial
Your next step
Name the trial after its task. For example, “help with course information” makes its purpose clear.