New article
Teach Vivi a topic. She'll use what you write to answer callers in her own words — citing this article when it applies.
Draft
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Drafted from a call · Move-out / prorate cohort
"If I move out on the 17th, do I get any money back? Or is the rest of the month just gone?"
Start with AI
Haiku 4.5
Paste source material — a handbook passage, a call transcript, rough notes — or just describe the topic. Generate draft writes one article. Split into multiple turns a broad source into a set of separate articles. You review everything before it saves. Nothing is auto-published.
Topics with no high-confidence article yet:
Hours of operation
Units & sizing
Emergencies
Complaints & disputes
Escalation triggers
Vendors & repairs
Billing operations
Almost there — 6 of 9 required for publish
Confidence tier defaults from Authority — override in the sidebar.
Content is what the article is. AI behavior is how Vivi uses it. Most articles can publish from Content alone — AI behavior is where you tune retrieval, escalation, and required data.
1
Title
Required
What it does
Two jobs: managers scan the KB list by title, and Vivi shows it as the citation when she relies on this article (“Citing: Move-out prorate policy”).
Good titles
- Topic-first: "Move-out prorate policy"
- Specific noun: "RV storage requirements"
- 50 characters or fewer
Avoid
- Questions:
"Do you prorate?" - Verbs at the front:
"Handling move-outs…" - Facility names — use facility scope instead
24 / 80
2
Intents this article answers
At least 1 required
What an intent is
An intent is a question shape Vivi recognizes — e.g. move-out-prorate, billing-balance. We have 40 of them. Linking the article tells the retrieval layer which questions should pull it up.
Coverage tiers
primary— this is the canonical answer for the intent.partial— covers part of it; combined with others.tangential— related but not a direct answer.
Rule of thumb
Most articles are primary on one intent and partial or tangential on 1–3 others. Linking everything as primary dilutes retrieval — be honest.
Move-out prorate
move-out-prorate
Billing balance
billing-balance
General info
general-info
3
Key facts Vivi must convey
Required
Why bullets, not a script
Vivi doesn't read your text. She paraphrases these facts in her own voice — warm, conversational, sentence-by-sentence to the caller. Writing a script makes her sound stiff and robotic.
Write one fact per bullet
Atomic, specific, factual.✔ "Rent is prorated on move-out if notice is given by the 5th."
✘ "Prorating depends on a few things — give us a call to discuss."
Order = priority
Put the most important fact first. If Vivi has to keep a turn short, she'll lead with #1.
Use tone & phrasing tabs
Don't try to control word choice here. For that, set Phrases to avoid and Tone for this topic on the AI behavior tab.
Each bullet is a fact Vivi must say in her own words. She'll combine, reorder, and rephrase to match the caller's question.
1
2
3
4
V
"Great question. So if you give us written notice by the 5th, we'll prorate the rest of the month for you — you only pay through your move-out day. After the 5th, though, the full month stays on the bill. Once you're out and the unit's clean, any refund goes back to your card within about a week. Want me to check what day you're aiming for?"
4
Full body · Markdown
Recommended
Who reads this
Two readers: managers who open this article for reference, and Vivi when she needs context for follow-up questions she can't answer from the key facts alone.
What to include
Edge cases, exceptions, "what if…", references to forms, links to PMS workflows. Anything Vivi might need for a deep follow-up.
What NOT to include
Don't repeat your key facts here — they're already structured above. Don't paste in entire policy PDFs — cite them under Citations.
847 / no limit
5
Citations · source documents
Optional · but unlocks Legal-reviewed tier
What this is for
Traceability. When a reviewer opens this article, they should be able to see which SOP, lease clause, or statute it draws from — and verify the article matches.
Effect on confidence
Articles with citations qualify for the Legal-reviewed tier on next review. Vivi cites these articles more confidently and hedges less.
What to cite
Lease clauses (page + section), state statute, your operations handbook, the policy email from ownership. Not Vivi's own past calls.
Standard Lease Agreement v2024.1 · §6.2 Move-out Notice · p. 4
SuperStorage Ops Handbook · Refund procedure · §11
6
Audience, scope & authority
Audience required
Audience
Who's asking. Retrieval filters by audience first — a tenant's question won't pull internal-only articles.
Facility scope
Most policies are client-wide. Use facility scope for site-specific things (RV availability, gate hours, on-site staffing).
Authority
How firm the source is. Law > Policy > Draft. This suggests a default confidence tier, which you can override in the sidebar.
Effective through
Optional expiration. After this date Vivi treats the article as stale and refuses to cite — review queue auto-flags it.
AudienceWho Vivi shows this to
Facility scopeWhere this policy applies
Authority of sourceSuggests a default confidence tier — you can override
Effective throughOptional · auto-stale date
This tab is optional for publish.
A
Trigger phrases · how callers ask
≥ 3 recommended
What this does
Example questions or phrasings. The retrieval layer uses these as semantic anchors — they help Vivi recognize that a caller's question maps to this article even when the wording is loose.
Write them as callers actually speak
✔ "do I get money back if I move out early"✘ "prorated rent refund policy on premature termination"
Vivi already understands formal phrasing — you're teaching her the messy version.
Variety beats volume
3 different shapes > 10 reworded versions. Cover the angles: "money back", "leaving on the X", "do you prorate", "rest of the month".
if i move out on the 17th do i get prorated
do you guys do prorated rent
am i paying for a full month if i leave next week
when's the deadline to give notice
AI suggested 6 more from cohort transcripts · Review suggestions
B
Do NOT pull up for · anti-matches
Optional
What this is
Questions that sound like they'd match this article but shouldn't. Retrieval lowers the score when it sees these phrasings.
When to use it
When you've watched retrieval mistakes — Vivi cited the wrong article on a similar-sounding question. Paste that question here.
Not the same as "Phrases to avoid"
Anti-matches = don't retrieve. Phrases to avoid = retrieve, but never say these specific words.
can i transfer to a different unit
how do i pay my bill
C
Required data from PMS
Optional
What this does
Vivi will try to fetch these fields from the PMS before she answers. If a field is missing, the missing behavior tells her what to do.
The four behaviors
block— refuse to answer. "I can't tell you without that info."caveat— answer normally, flag the gap.prompt— ask the caller to supply it. Used for this turn only.proceed— answer normally, no flag.
Rule of thumb
block for anything legally risky (lien status, SCRA, balance disclosure).caveat for soft data (last payment date).prompt when the caller probably knows it (move-out date).proceed when the field is just nice-to-have.
If missing →
Vivi will ask the caller for their target move-out date if it's not on file.
If missing →
Refund math depends on this. If we can't see it, we don't quote.
If missing →
If no notice on file, Vivi will explain proration applies only with notice — and tell them how to submit it.
D
Escalation triggers
Optional
What this does
Caller signals that override this article and hand the call to a human immediately, with context. Use sparingly — every trigger is a human interruption.
Good triggers
Legal ("I want to talk to a lawyer"), threats, mentions of bankruptcy or military deployment, requests for the manager by name.
Bad triggers
"I'm upset", "this is stupid" — strong feelings aren't escalation. Use tone for this topic to soften Vivi instead.
"I'm filing a complaint"
→ Manager queue
Mentions BBB, attorney, or lawsuit
→ Owner queue
E
Gold-standard examples
Optional · trains tone & structure
What this is
Question + ideal-answer pairs. Vivi uses these as style anchors — she copies the rhythm, length, and tone (but not the literal words) into novel answers.
How many
2–3 is usually enough. The first should be the most common version of the question.
Write Vivi's answer like Vivi
Warm, concrete, ends with a small next-step question. Avoid corporate phrasing.
Caller
"If I move out on the 17th, do I get any money back?"
Vivi
"Yes — as long as your written notice came in by the 5th, we prorate the rest of the month. Want me to check what notice date we have on file for you?"
Caller
"My notice was late — am I just stuck paying the whole month?"
Vivi
"I hear you. When notice comes in after the 5th, the full month does stay on the bill — but if you'd like I can move your bookkeeping date forward so we don't keep auto-charging next month. Want me to do that now?"
F
Tone for this topic & words to avoid
Optional
Tone notes
Free-text guidance for this topic specifically. Vivi has a default voice (warm, direct) — these notes nudge her on this article. Examples: "be apologetic — they're losing money", "stay neutral — legally sensitive".
Words to avoid
A hard block. Vivi will never say these words, even if a fact contains them. Use it for legal landmines and outdated terminology.
Heads up
This is the only place you control Vivi's actual word choice. Don't try to control phrasing in Key facts — she'll ignore it there.
Tone notesHow Vivi should sound on this topic
Words Vivi must never sayHard block · case-insensitive
refund
guarantee
our policy
Using "refund" makes accountants twitchy — Vivi will say "credit" or "money back" instead.
G
Test against live data
Optional · highly recommended before publish
What this does
Run a caller question through Vivi against this draft. She'll use your key facts, tone, required data, and behaviors as if the article were live — but nothing is recorded against your KB health metrics.
Try the variants
Run the cohort's actual transcripts. Try a question that shouldn't match — verify retrieval rejects it. Try a missing-field case — verify block / prompt behave right.
V
"Yes, you sure can — since your notice came in on the 2nd, we'll prorate through the 17th. I'm seeing your unit is B-204, current balance $58.40, due back to your Visa ending 4419. Want me to confirm the move-out date in the system now?"