Choose the right place for content or behavior
Decide whether a requirement belongs in Knowledge, the catalog, Agent guidance, a tool, the interface, or the Helpdesk.
Place information in the system that owns it. This avoids duplicate instructions, conflicting answers, and content that is impossible for the Agent to maintain accurately.
Humind separates preparation from customer-facing delivery. Work in the B2B workspace can change an Agent, Knowledge, catalog, Inbox, or Helpdesk without immediately changing every live surface. Understanding that separation helps you test deliberately, involve the right teammate, and avoid treating a saved draft as a completed launch.
Before you begin
Access: Read access across Agent, Knowledge, and catalog is enough to plan. Writing requires permission for the chosen destination.
- Write the customer question or desired action in one sentence.
- Identify whether the answer is editorial, product data, or an operation.
- Check whether an existing source already owns the information.
Work in the smallest owning area described below and keep the current customer-facing state available while you prepare the change. Before clicking any final action, confirm the active company, Agent, store, language, and market shown in Humind. A missing control can indicate read-only access or a capability that is not configured for this company. In that case, record the intended task and ask an administrator to review the exact permission or dependency. Do not bypass the boundary by sharing an account, copying data into another area, or promising a capability that the workspace does not expose.
Step-by-step workflow
Use Knowledge for business explanations
Choose an article, snippet, document, or webpage when the Agent needs policies, services, procedures, or reusable narrative information that your team maintains.
- Select the smallest maintainable source type.
- Assign a clear folder and lifecycle settings.
Use the catalog for product facts
Choose catalog fields, collections, metadata, and filters for structured product information. Do not copy prices, stock, or variants into an article that will become stale.
- Confirm the value exists in the commerce source.
- Check synchronization and indexing before relying on it.
Use guidance and interface settings for behavior
Choose Agent guidance for response behavior and Chat Interface for presentation. Guidance should shape how the Agent responds, not replace missing factual sources.
- Describe the behavioral rule without duplicating source facts.
- Test both a positive and a boundary scenario.
Use tools for supported operations
Choose a configured tool when the customer expects an action such as order tracking or appointment booking. Keep unavailable integrations out of production promises.
- Verify the tool and its dependencies are configured.
- Test the completion and failure paths before deployment.
Important limits and operating notes
- The Helpdesk projects eligible Knowledge and does not duplicate it.
- Snippets are useful for focused guidance but should not become a second catalog.
- An Agent instruction cannot create data that the connected system does not provide.
- Features marked unavailable or coming soon should not be presented as customer-ready.
Verify the result
- Every requirement has one authoritative owner.
- No volatile product fact is duplicated in narrative content.
- The Agent can cite or use the intended source in a realistic test.
- A teammate can identify where future updates should be made.
Keep a short record of what you tested, which customer scenario you used, and what changed. This makes later troubleshooting more precise and helps another teammate reproduce the result without relying on memory.
Troubleshooting
Two sources give different answers
Find the authoritative owner, update or retire the conflicting source safely, and retest after any required indexing. Avoid adding a third instruction to override the conflict.
The Agent understands the request but cannot complete it
Check whether the request requires a supported tool or connected system. If no available capability owns the action, explain the limitation instead of documenting an invented workflow.