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Documents & Data Retrieval
Documents & Data Retrieval in AnswerPal
Discover how AnswerPal uses both static documents and real-time data from your existing systems to deliver accurate, personalized answers. This page explains how documents are managed, how customer-specific data is retrieved, and how everything is linked to channels, topics, and events for seamless automation.
What are Documents?
Documents in AnswerPal are texts or reference materials used by the AI to provide answers or context. These can include guides, policy documents, FAQs, scripts, or instructions. Documents can be managed directly within AnswerPal, or retrieved from your existing business systems.
Static Documents Managed in AnswerPal
Static documents are resources that you store and manage directly in AnswerPal. Examples include a standard FAQ, onboarding procedures, or escalation policies. You can link these documents to specific topics or events, so the AI or a human agent always has the right information at hand. This is especially useful for information that rarely changes and should be centrally available within AnswerPal.
Static Documents Retrieved from Your CRM, ERP, or DMS
Prefer to keep your documents in your own CRM, ERP, or Document Management System (DMS) instead of migrating them into AnswerPal? No problem! AnswerPal can automatically fetch a document from your familiar environment based on a customer question or detected topic. For example, a standard contract template, a product brochure, or a general instruction manual can be pulled directly from your external system and attached to the response. This ensures you always use the most current version, with no need to update documents in multiple places.
Dynamic Documents and Data Retrieval (Customer-Specific)
Dynamic documents and data are specific to the customer or ticket. Think of invoices, order confirmations, real-time project status, or a personalized contract copy. AnswerPal recognizes from the conversation or ticket which information is needed, and retrieves it in real time from your CRM, ERP, or other systems.
Example: A customer asks, “What is the status of project Apollo?” AnswerPal fetches the current project status and any related documents, and includes them in a tailored reply. This way, every customer receives a fully personalized and up-to-date answer, with no manual searching or switching between systems.
Linking Documents & Data to Channel, Topic, or Event
You control when and how documents or data are retrieved and added. For each channel (email, chat, phone, WhatsApp), topic (such as billing, technical support, project updates), and event (like escalation or ticket closure), you can specify which documents or data are relevant. This ensures customers always get the right information for their channel, and your agents have all the necessary context and documentation at hand for escalations or follow-ups.
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