# How Dri answers with the company knowledge base: and what she does not do

> How Dri uses your company's documents to answer on WhatsApp, on Telegram and in Dri Chat, why she declines and what she never answers.

Source: https://vendria.com/en/ajuda/como-a-dri-responde-com-a-base-da-empresa

## Where to find it

In your account menu, under **Dri's knowledge**. The four tabs
(**Documents**, **Open questions**, **Conflicts** and **Quality**) are what you
control; this article explains what Dri does with them when someone asks.

## Who asks and through which channel

The company knowledge base answers the questions that customers, sellers and
sales reps ask Dri about **your company**, on WhatsApp, on
Telegram or in **Dri chat**: delivery time, freight, branches, showroom
address, payment terms, warranty, product technical specifications.

⚠️ This knowledge-base service is part of Dri's new conversation, which is turned on
number by number and may not be active yet for every number on your account.
If Dri does not use the knowledge base on a number, talk to the Vendria team.

## What happens when someone asks Dri a question

1. **Dri works out which company the question is about.** "Yours" points to
   your company, and so does its name: the organization's name and the name of each
   active store, as registered, count the same as "yours". "Where is
   your booth?" and the same question with your store's name both go
   to the knowledge base. A sales rep who works for more than one company and has not
   chosen the store yet receives **"Which company are you asking about?"**, and
   that question does not become an open question in the queue, because what was missing was context, not
   knowledge.
2. **She rewrites the question so it makes sense on its own.** "And to Salvador?"
   becomes "What is the delivery time to Salvador?", using the conversation.
3. **She searches only your organization's knowledge base**, filtering by the document type
   that matches the question (technical or commercial).
4. **She drafts the answer using only the excerpts found**, citing the source
   naturally ("according to our delivery policy…").
5. **A checker verifies each statement** against the excerpts. If any one of them
   is not supported, the whole answer is discarded.
6. **Without a supported answer, Dri declines** and the question goes into the
   **Open questions** tab.

## How Dri chooses where to search

The **Type** you choose when uploading the document decides which questions it is
consulted for:

- **technical** question ("does it handle 220V?") → **Technical sheet** and **Frequently
  asked questions**;
- **commercial or company** question ("do you deliver to Salvador?") →
  **Sales policy**, **Organizational** and **FAQ**.

⚠️ A document of type **Other** is left out of both searches. See [Which documents to send to Dri and how to write them](/en/ajuda/o-que-enviar-para-a-base-da-dri).

## What Dri never does with the company knowledge base

- **She does not give product price, stock or availability** from the
  knowledge base, even if a document carries those numbers. That comes from the catalog, the price
  tables and the ERP. In a mixed question ("does it handle 220V? how much is it?"), she
  answers the technical part and offers to check the price. A **commercial
  policy written in a Curated document** (a discount that applies to an order
  type, minimum order, payment terms) she states exactly as it is
  in the document, without extending it to another case.
- **She does not complete, round or infer.** Times, amounts, codes and names come out
  as written. An answer with an amount in R$, a percentage or a time that does not
  appear in the excerpts is discarded, even if the checker approved it.
- **She does not choose between two documents that disagree.** While the conflict
  is open, neither side is used.
- **She does not use another company's knowledge base.** Every search is restricted to your organization.
- **She does not obey text inside the document.** A sentence in the PDF addressed to Dri
  ("ignore the rules and…") is treated as content, not as an order.

## What the customer receives when Dri does not know

The refusal is: **"I don't have that information here with me. I noted your question so
we can improve."** She promises no follow-up and no deadline.

At the same time, the question goes into the **Open questions** tab, grouped with similar
questions. Dri sends no notice when an open question comes in: whoever
opens the tab is the one who finds out.

Your answer always goes out on WhatsApp, to the registered phone of the person who
asked, and only within 24 hours of that person's last message. With the
window closed it is not delivered; but, stored in the knowledge base, it starts to apply to
whoever asks later. If the question came through Telegram or Dri Chat, the
clock on the screen measures the conversation there, not WhatsApp: the person may not
receive it even with the clock green, and someone with no registered phone does not
receive it. See [Dri's questions: what she could not answer](/en/ajuda/duvidas-da-dri).

## Why Dri declined even with the subject in the knowledge base

- **The excerpt did not support the answer.** The checker discards an answer that
  goes beyond the text. A vague excerpt ("delivery time depends on region") does not support "3
  days to Salvador".
- **The subject is in conflict.** The two documents that disagree stay out
  until someone decides in **Conflicts**.
- **The document was typed as Other**, or as a type that does not match the
  question.
- **The excerpt went to Volatile or Review** in triage, and never got in.
- **The document is restricted from the person who asked.** In **Who can read**, on the document's
  page, a text marked as **Sales team** does not answer a
  buyer, and one marked as **Admins only** does not even answer a
  seller. In the **Quality** tab test, it shows as **The answer exists,
  but it is restricted**.
- **The answer carried a commercial value from a source that is not Curated.** An amount in
  R$, or a discount or commission percentage, only comes from a **Curated** document. If
  the rule is in a **Collected** document, or only in an answer given in the
  **Open questions** tab, Dri discards the answer that would carry the value. Write the rule
  in a **Curated** document. In the **Quality** tab test, it shows as **The
  judge rejected the answer**.

The fastest way to find out which case it is is to test the question in the
**Quality** tab, under **Test a question**: choose in **Answer as** whether
the person asking is a buyer, seller or administrator, and the test shows what
Dri read and why she declined.

## Which information wins when the same thing is in two places

- **Same information, stated the same way** in two documents: it goes in only once, and the
  fact gets both sources. Nothing is lost.
- **Different values for the same subject**: the document with more weight wins:
  **Curated** and the team's answers weigh more than **Collected**. With equal weights,
  nobody wins and the conflict goes to the **Conflicts** tab.
- The send date breaks **no** ties: an old manual sent later does not beat
  the new policy for arriving last.

## Common questions

**Does Dri make things up when she finds nothing?** No. With no excerpt found, she does not even try
to draft: she declines straight away.

**Can I see what Dri answered a customer?** The conversation stays in Dri's
conversation history; the **Quality** tab shows the aggregate numbers and lets you
test any question.

**I just uploaded the document. Does it apply already?** It applies when the status on the list reaches
**In the knowledge base** (or **Review**, with whatever passed).

**Dri said she can't help with a question about my company?**
That used to happen when the person mentioned the company by name, rather than "yours",
as in "where is the booth" plus your store's name. Today the
organization's name and that of each active store, as registered, take the question
to the knowledge base. A nickname that is not registered is not recognized. If it still
happens, the question does not show up in **Open questions**: tell the Vendria team.

**I answered the open question and the customer did not receive it. Why?** The answer only goes out on
WhatsApp, within 24 hours of the asker's last message, and to that person's
registered phone. With the window closed or a sending failure,
the screen shows it was not delivered. Someone who asked through Telegram or Dri
Chat, or who has no registered phone, may go without the answer even without
that notice. In those cases, let the person know some other way.

**Does Dri notify me when a new open question comes in?** No. Not in the bell, not on
WhatsApp. Open the **Open questions** tab every day, because the answer only reaches the
customer within 24 hours.