What's the difference between a Routine and a normal message?
A Routine is a guided form. It asks for the right details and documents step by step, then sends the Assistant an expert-written prompt. Use it for comparisons, policy analysis, transfers, claim advocacy and emails.
Why can't I see any routines?
Your admin hasn't enabled any. You'll see "No routines are enabled. Please ask your administrator to enable them."
How do I pin my favourite routines?
Click … next to the routine buttons, then click the ⭐ on up to 4 routines. They'll appear first.
Can we create our own custom routines?
Not from the settings page yet.
Can normal users add documents to the Knowledge Base?
No, only Organisation Admins. Users can attach files to their own conversations.
What file types can go in the Knowledge Base?
PDF only. Save Word or Excel documents as PDF first.
How long until a new Knowledge Base document can be used?
Usually within 30 seconds, once you see "Document successfully indexed!"
How do I update a Knowledge Base document?
Delete the old version, then upload the new one.
Why can't I see "My Tone"?
Your admin hasn't turned on Allow Personal Tone Profiles. You can still use Default Broker, Corporate, Casual and your Organisation Custom tone.
Does changing the tone change the facts in an answer?
No. Tone only changes the writing style.
How many samples do I need for a custom tone?
2–3 real emails, separated by --- on its own line. Remove client details first.
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