1. Knowledge Capabilities (Agent Focus)
Knowledge capabilities give AI information to share with customers:
- Business Hours, Location - AI knows when you're open/closed and where you are
- FAQ - AI answers frequently asked questions
- Product Descriptions - AI describes products, features
- Service Descriptions - AI explains services offered
Example:
Customer: "What are your hours?"
AI: "We're open Monday-Saturday 9am-7pm, closed Sundays."
No action taken - just information shared
2. Action Capabilities (Agent Action)
Action capabilities enable AI to perform tasks:
- Send SMS - AI sends text messages
- Send Email - AI sends emails
- Schedule Appointment - AI books in calendar
- Create Lead - AI saves contact information
- Transfer Call - AI routes to human
Example:
Customer: "Can you send me confirmation?"
AI: "Of course! I'll send you a confirmation text right now." [AI sends SMS]
Something happens - task executed!
Frequently Asked Questions
What's more important - Knowledge or Actions?
Actions are more critical. Every business needs: Send Email, Create Lead, End Call (minimum 3 actions). Knowledge capabilities are nice-to-have for specific question types.
How many Knowledge capabilities should I select?
1-2 maximum. A common pick is Business Hours, Location and maybe FAQ. Don't select all knowledge options - creates information overload.
