Overview
Knowledge Pack Optimization helps you structure content so AVA can deliver more accurate, faster responses with minimal latency. If you’re unfamiliar with how Knowledge Packs work or how to attach them, start with the Knowledge Packs guide first.Best Practices
- Use
.md(Markdown) or plain text whenever possible. - Keep content relevant, concise, and well-structured.
- Write in short paragraphs or bullet lists to make concepts easier to process.
- Use clear, descriptive headings:
- Start each topic with
##headings. - Use
###subheadings if a section grows too long.
- Start each topic with
- Group related information under the same section.
- Be specific: use names, dates, and numbers instead of “it” or “this.”
- Avoid images and tables — summarize visuals in text instead.
- Review formatting if agents provide inaccurate answers; clean Markdown works best.
- Use page-specific URLs instead of broad links.
- Keep only factual, customer-facing information. Do not include prompts or instructions.
Recommended Formats
- Preferred:
.md(Markdown) and.txt - Also supported:
.pdf,.docx,.csv,.xlsx
Keep documents text-based and avoid heavy formatting.
Maintenance Tips
- Review and update packs whenever policies, pricing, or FAQs change.
- Remove outdated or conflicting content to prevent inaccurate answers.
- Track updates with a small “Changelog” section at the top if needed.
FAQs & Troubleshooting
General Questions
Can I use one Knowledge Pack across multiple agents or projects?
Can I use one Knowledge Pack across multiple agents or projects?
Yes. A single pack can be linked to multiple inbound agents and outbound projects.
Will larger Knowledge Packs slow responses?
Will larger Knowledge Packs slow responses?
No. AVA optimizes lookups, and latency is minimal (around 100ms). Large, text-heavy files are fine as long as they’re cleanly formatted.
Configuration
What content should I avoid in a Knowledge Pack?
What content should I avoid in a Knowledge Pack?
Do not include internal SOPs, credentials, or prompt text. Focus only on customer-facing facts, policies, and reference information.
Can sub-accounts access Knowledge Packs from an agency’s main account?
Can sub-accounts access Knowledge Packs from an agency’s main account?
No. Sub-accounts cannot view or use Knowledge Packs created in an agency’s primary account.
Usage and Results
What should I do if AVA gives an outdated or incorrect answer?
What should I do if AVA gives an outdated or incorrect answer?
Check that the Knowledge Pack content is current, remove outdated or duplicate details, and place the most important updates near the top of each section.
Should I include web URLs in Knowledge Packs?
Should I include web URLs in Knowledge Packs?
Yes, but only page-specific, public URLs. Avoid broad homepages or private/gated content that AVA cannot access.
For additional questions or guidance, try using our Virtual Support Agent! Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit our support site at help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.