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How to Set Up AI Context in Patch

Link to Loom

https://loom.com/share/550d9a4fa0de49a7ad2ab05f0d11fe02

1. Open AI Context in Account Settings 0:10

  • In Patch, go to Account Settings.
  • Click AI Context.
  • This is where you tell Patch AI what it should know about your business so it can respond more accurately.

2. Add a New Context Block 0:22

  • Click Add Context at the top of the page.
  • Choose the type of context you want to add based on what Patch AI needs to know.

3. Fill Out Your Business Overview 0:22

  • Use Business Overview for core business details.
  • Include:
    • Business name
    • What you do
    • Products and services
    • Locations
    • Business hours
  • This gives Patch AI the basic background it needs before writing messages.

4. Define Your Brand Voice 0:35

  • Select Brand Voice to guide how Patch AI should sound.
  • Add:
    • Voice traits
    • Things to avoid
    • Phrases you like to use
    • Phrases you never use
  • This helps keep messages consistent with your brand.

5. Add Common Promotions 0:47

  • Use Common Promotions for recurring offers.
  • Include:
    • Promotion name
    • What it includes
    • Restrictions or fine print
    • When it runs
  • This helps Patch AI accurately reference ongoing deals.

6. Enter Your Policies 0:55

  • Choose Policies for customer-facing rules and procedures.
  • Add details for:
    • Refunds
    • Pickup
    • Shipping
    • How to contact you
    • Other common customer questions
  • This gives Patch AI reliable policy information to use in replies.

7. Add Frequently Asked Questions 1:06

  • Use Frequently Asked Questions for common customer questions.
  • For each row, enter:
    • A question
    • The answer Patch AI should use
  • Add as many FAQs as needed.

8. Choose Where Each Context Block Applies 1:29

  • Each context block can be used with:
    • All agents
    • Content
    • Conversation assistant
  • Use All agents by default unless the context should only apply to messages or only to customer replies.

9. Review and Update Context as Needed 1:53

  • Better context leads to better AI output.
  • If Patch AI gives a vague or incorrect response, return to AI Context and update the information.
  • Keeping context current helps improve SMS messages, emails, automations, and customer replies.