On the “Access” tab, you decide which knowledge the AI employee uses and which actions it performs for customers. Open only what its task requires.
Where to find it
“AI employees” → employee card → “Configure” → “Access” tab. The page has two blocks: “Knowledge” and “Modules and Actions”. At the bottom are the “Apply” and “Cancel” buttons.
How to give access to business information
- In the “Knowledge” block, tick the sources the employee answers from. For example, “Find business information” means confirmed information and answers to common questions, and documents if the answer is not there.
- Untick what the employee does not need.
- Click “Apply”.
The list of checkboxes depends on the employee's task template. The “Business knowledge base” and “Business reply templates” links lead to the information and ready-made answers themselves.
How to choose documents
- In the “Knowledge” block, find the “Documents” section.
- If there are more than five documents, type part of the name in the “Find document” field.
- Untick any document the employee should not use.
- Click “Apply”.
New documents are available to the employee automatically. If you turn off “Find business information”, the document selection is kept, but the employee will not use the documents. Documents that are still being processed will appear in the list later. You can upload new documents using the “Manage Documents” link.
How to allow actions
- In the “Modules and Actions” block, find the module you need, for example “Appointments and bookings” or “Support requests”.
- Tick the actions the employee may perform, and untick the ones it does not need.
- Click “Apply”.
The label “With client confirmation” means that the action is performed only after the customer agrees.
If a module is not ready, a warning appears above its actions: “This module is not enabled for the business yet.”, “This module is paused for the business.” or “Needs setup: …”. Click “Open module” to enable or set it up. Actions work only in enabled modules.
Capabilities you can give an employee
You will see capability names, for example, in the “Task template” block on the “Communication” tab, in the “Initial access” line. On the “Access” tab, each capability is turned on with the checkboxes from the third column. Which capabilities are available depends on the task template.
| Capability | What it does | Checkboxes on the “Access” tab |
|---|---|---|
| “Knowledge base answers” | Knowledge base answers: answers from the business information and available business documents | “Find business information” |
| “Service consulting” | Service advice: tells customers about your services and their terms | “View services” |
| “Check availability” | Availability check: checks free time in the schedule | “Check availability” |
| “Customer booking” | Customer booking: finds, creates, reschedules and cancels a customer's booking | “Find bookings”, “Create a booking”, “Change a booking”, “Cancel a booking”, “Prepare an action plan”, “Carry out agreed actions” |
| “Catalog search” | Catalog search: searches for products in your catalog | “Find products” |
| “Offer comparison” | Offer comparison: compares products by their characteristics | “Compare products” |
| “Menu consulting” | Menu advice: tells customers about menu items | “View menu” |
| “Accommodation consulting” | Accommodation advice: tells customers about rooms and accommodation options | “Find accommodation” |
| “Cart preview” | Cart preview: puts together a cart without placing an order | “Prepare a cart” |
| “Reservation preview” | Reservation preview: prepares a reservation option but does not create it | “Preview a booking” |
| “Order preview” | Order preview: shows the order contents without sending it for fulfillment | “Prepare an order” |
| “Support case lookup” | Support request lookup: finds a customer support request created earlier | “Find support requests” |
| “Support case creation” | Support request creation: creates a new support request with a description of the problem | “Create a support request” |
| “Human handoff” | Handoff to a person: passes the conversation to your team | “Transferring dialogue to a person” |
| “Payment preview” | Cost preview: calculates the cost without taking payment | “Preview a payment” |
| “Reply templates” | Reply templates: answers with your ready-made replies, including images | “Reply templates” |
“Cart preview”, “Reservation preview”, “Order preview” and “Payment preview” work without a real order or payment. The employee only shows the customer the contents, the option or the amount.
Good to know
- The Owner and Administrator roles can change access settings. The Operator and Viewer roles see the note “View only.”.
- After “Apply”, you see “Access settings applied. Changes are now active.”. While the changes are not applied, the note “You have unapplied changes.” is shown, and “Cancel” restores the previous selection.
- Module settings are shared by the whole business. The checkboxes on this tab apply only to this employee.
- Changes to actions are recorded in “Change history”. The document selection is changed separately, and restoring previous settings does not bring it back.
- If the action you need is not in the list, change the task template on the “Communication” tab.