Teach kaylin about your business

kaylin reads these files on calls and in chat. The more kaylin knows, the more callers it can help without you.

1. 1Go to What kaylin knows and press New file.
2. 2Give it a File name, like business/hours.
3. 3Choose Who can see it: Team files are for everyone (kaylin uses them on calls); Personal files are only for you.
4. 4Write it in plain words, then save.

You can also tell kaylin in chat: "Remember that…". kaylin saves it for you. When you tell kaylin a preference or correct it, it saves that to your own file on its own (see Recent learnings below).

Learn from your website

Already wrote it all on your website? Press Learn from my website on What kaylin knows (owners and admins) and type the address. kaylin reads your home page and a few pages like services, prices, hours and contact, then drafts a file for each subject in Chat.

Check each file, edit anything that's off, and press Save; No thanks leaves it out. kaylin also says what callers will ask that your site doesn't cover, so you can fill it in.

kaylin reads public pages only, and never signs in anywhere. Nothing is saved until you press Save.

Upload a file

Upload a PDF, Word (.docx), text or Markdown file, up to 10 MB each and 10 at a time, from What kaylin knows → Upload a file. kaylin saves its words as a file you can read and edit, for the team or only you, and keeps every version. The file you pick stays on your device. A scanned PDF has no words to read: add it in Chat instead.

Questions customers asked

When a caller or texter asks something you haven't written down, kaylin notes the question. Every Monday kaylin drafts an answer for each one and lets you know.

They're at the top of What kaylin knows under Questions customers asked, the most-asked first. Check the draft, fill in any blanks (___) and press Save to What kaylin knows: kaylin adds it to business/questions-and-answers.md and answers it next time. Dismiss drops a question you don't want answered.

kaylin never guesses a price, hours or a policy: where it doesn't know, the draft leaves a blank for you.

What kaylin brings to calls and texts

On a call, kaylin has to answer in about a second, so it can't read everything you've written before each reply. It brings up to 12,000 characters of your team files, about four pages. In Chat, where a few more seconds are fine, kaylin reads more and can open any of your files when it needs them.

When your team files add up to more than that, kaylin fills the space in this order, until it's full:

1. 1Files you marked First on calls: your must-haves, like prices and hours. To mark one, open a team file and turn on First on calls.
2. 2Your saved answers to customers' questions (business/questions-and-answers.md), since those are things callers really ask.
3. 3Every other team file, A to Z by name.

An example

A detailing shop has six team files: Services and prices (3,000 characters, First on calls), Hours and location (1,000, First on calls), the answers to customers' questions (2,500), About the owner (2,000), Gift cards (1,500) and Old promotions 2025 (4,000).

kaylin brings Services and prices, then Hours and location, then the answers: 6,500 so far. Then A to Z: About the owner (8,500) and Gift cards (10,000). Old promotions 2025 would make 14,000, so it's left out, and the page says so.

When a file is left out

On calls and texts at the top of What kaylin knows shows how much you've used, like "10,000 of 12,000", and names every file that doesn't fit. Nothing is left out without you knowing. To make room:

1. 1Shorten or delete files you don't need on calls, like old promotions.
2. 2Turn on First on calls for the file that matters, so it goes in before the others.
3. 3Split a long file into smaller ones. A file longer than 12,000 characters never fits by itself, and the page tells you to split it.

Keep each file to one subject, put the most important facts at the top, and check Questions customers asked each week. Personal files never go on calls or texts.

Undo a change

Every save is kept. Open a file, go to History and press Restore on an older version. The restore is saved as a new version, so nothing is lost.

Recent learnings

When you tell kaylin a preference or correct it ("I prefer morning jobs", "Luis is the Tuesday tech", "don't book me before 9"), it adds a line to your personal preferences.md without being asked, in Chat, by text or on a call, and says so. Team files change only when someone who can edit them asks; by text and on a call, team files are changed here in the app.

When kaylin changes a file, it shows under Recent learnings at the top of What kaylin knows for 30 days: the change, where it came from (the autopilot's name, In Chat, By text or On a call), and when. Changes to your personal files show only for you.

Press Undo to put back the version before it, saved as a new version. If kaylin made the file, Undo removes it. Undo shows only until someone changes the file again; after that, use History.

When kaylin saves something it got from outside (a customer's email, text or call, a document, a website or an app's answer), it's kept as a note, not a rule. The file shows it under Learned from outside with where it came from, and Recent learnings names that too. kaylin weighs a note as information but never follows it as an instruction, and an address that's only in a note is never someone an autopilot writes to on its own. When kaylin should follow it, press Make it a rule (anyone who can edit the file can). If you rewrite the line yourself, it's yours. When it's a team file, owners and admins get a heads-up, at most once a day per file (What kaylin learned from outside in Settings → Notifications).

How I write

kaylin keeps a personal How I write file in three parts: How I like it written (yours: tone, length, what to always or never do), My sign-off, and What kaylin picked up. kaylin starts it from your latest sent emails and texts the first time you ask for a draft, and adds to What kaylin picked up when you change a draft before sending it. Your drafts, and your own autopilots' drafts, follow it. Only you see it; edit it in What kaylin knows, or undo a change in Recent learnings.

Who can change team files

Owners and admins choose Who can change team knowledge and playbooks in Settings → Workspace settings. When it's owners and admins only, an autopilot running as a member doesn't change team files: its change waits on Waiting for you for an owner or admin.