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Overview

Proper document management ensures that your knowledge base remains organized, up-to-date, and effective for your voice agents. This guide covers best practices for organizing, categorizing, and maintaining documents in your AlloMia knowledge base.

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Document Types and Formats

AlloMia supports various document types for your knowledge base:
  • Text Documents: Plain text, Markdown, HTML
  • Rich Documents: PDF, Word, PowerPoint
  • Structured Data: CSV, JSON
  • Web Content: URLs, HTML pages
  • Media Transcripts: Transcribed audio/video content
Each format has specific advantages and use cases in a healthcare knowledge base.

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Adding Documents to Your Knowledge Base

To add documents:
  1. Navigate to your knowledge base in the AlloMia dashboard
  2. Click the “Add Documents” button
  3. Choose your upload method:
    • File Upload: Select files from your computer
    • Text Entry: Type or paste content directly
    • URL Import: Add web pages by entering URLs
    • Bulk Upload: Add multiple documents at once
  4. The system will process your documents, which may take a few minutes depending on file size and quantity

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Organizing Documents with Categories and Tags

Create a logical structure for your documents:
  1. In your knowledge base, select “Categories” from the left navigation
  2. Create categories that reflect your organizational structure:
    • Service types (Primary Care, Cardiology, etc.)
    • Document purposes (Policies, FAQs, Instructions)
    • Audience segments (Patients, Providers, Staff)
  3. Add tags to individual documents for cross-cutting themes:
    • Document status (Approved, Draft, Archived)
    • Content type (Form, Procedure, Contact Info)
    • Special attributes (Urgent, Seasonal, Required)

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Document Properties and Metadata

Enhance document searchability with metadata:
  1. Select a document in your knowledge base
  2. Click “Edit Properties” to modify:
    • Title: Clear, descriptive name
    • Description: Brief summary of content
    • Priority: Importance level for retrieval
    • Effective Dates: When the information is valid
    • Version: Document version number
    • Owner: Person responsible for the content
    • Review Date: When the document should be reviewed

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Document Versioning

Track changes to your documents:
  1. From the document detail view, click “Version History”
  2. Here you can:
    • View previous versions
    • Compare changes between versions
    • Restore earlier versions if needed
    • Add version notes to document changes made

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Document Access Controls

Manage who can view and edit documents:
  1. Select a document and click “Access Settings”
  2. Configure permissions:
    • View Access: Who can see this document
    • Edit Access: Who can modify this document
    • Admin Access: Who can change document settings
  3. Set access by:
    • Individual users
    • User roles
    • Teams or departments

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Document Quality Assurance

Ensure high-quality knowledge base content:
  1. Implement a review workflow:
    • Initial content creation
    • Peer review
    • Expert validation (especially for clinical content)
    • Final approval
  2. Use the “Quality Score” feature to assess:
    • Completeness
    • Clarity
    • Accuracy
    • Formatting quality

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Bulk Document Operations

Efficiently manage multiple documents:
  1. From your knowledge base, use the checkbox to select multiple documents
  2. Use bulk operations:
    • Move to category
    • Apply tags
    • Change status
    • Archive documents
    • Export documents
    • Delete documents (use with caution)

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Document Analytics and Insights

Track document performance:
  1. Navigate to “Analytics” in your knowledge base
  2. For each document, review:
    • Usage Frequency: How often it’s accessed
    • Relevance Score: How well it matches queries
    • User Feedback: Ratings and comments
    • Impact Analysis: Effect on call resolution rates

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Best Practices for Healthcare Document Management

  • Consistent Formatting: Standardize document structure for better retrieval
  • Plain Language: Use clear, non-technical language when possible
  • Regular Audits: Schedule quarterly reviews of all documents
  • Version Control: Always update documents rather than creating duplicates
  • Complete Metadata: Fill out all metadata fields for better organization
  • Content Chunking: Break long documents into logical sections
  • Clinical Review: Have healthcare professionals verify medical content
  • Compliance Check: Ensure all documents meet healthcare regulations

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Troubleshooting Document Issues

If documents aren’t performing as expected:
  • Check file format compatibility
  • Verify text extraction is working properly
  • Review document structure and organization
  • Ensure content is relevant and comprehensive
  • Test retrieval with sample questions
  • Contact AlloMia support for persistent document issues