To use different knowledge bases per inbox in Papo (https://papo.global/), you must create separate Capitão assistants, each with its own base of documents and FAQs, and link them to the desired inboxes. This way, the sales assistant responds with catalogs and commercial terms, while the support assistant uses manuals and exchange policies.
With this setup, your operation gains precision: each team receives automatic responses aligned with its context, without mixing information from different areas. Papo lets you have multiple Capitão assistants, each with its own independent knowledge base, and associate them with specific channels such as WhatsApp, Instagram, or website chat.
| Assistant | Knowledge base | Inbox | Example use |
|---|---|---|---|
| Sales | Product catalog, price list, commercial FAQs | Sales WhatsApp | Answer “How much is the Gold plan?” with the updated price |
| Support | Technical manuals, warranty policy, support FAQs | Support WhatsApp | Explain how to reset the equipment by consulting the manual |
| Post-sale | Onboarding guides, contract terms, billing FAQs | Relationship email | Inform about delivery time and payment terms |
Why separate knowledge bases per inbox
When the same AI serves all channels with a single base, it risks providing sales information to a customer who needs technical support, or vice versa. Separating assistants by area ensures:
- Contextual responses: the sales Capitão will never suggest a warranty procedure, and the support one will not send a price list.
- Focused training: each base contains only the documents relevant to that team, making maintenance and updates easier.
- Team autonomy: the sales team manages its own FAQs and scenarios without interfering with support content, and vice versa.
- Better customer experience: the customer feels they are talking to a specialist, not a generic bot.
How linking assistants to inboxes works
In Papo, each Capitão assistant can be associated with one or more inboxes. This linking is done directly in the assistant configuration, allowing different AIs to serve different channels. When a message arrives in an inbox, the platform automatically triggers the assistant linked to it, which consults its own knowledge base to generate the response.
For example, you can have:
- A Sales assistant linked to commercial WhatsApp, trained with catalogs, payment terms, and pre-sales FAQs.
- A Support assistant linked to service WhatsApp, fed with manuals, exchange policies, and FAQs for common issues.
Both work independently, without sharing bases, ensuring each conversation receives the correct information.
Step-by-step setup
- Create the necessary assistants. In the Capitão module of Papo, create one assistant per area (e.g., “Sales,” “Support”). Give it a name and description that identify its purpose.
- Feed each assistant with its knowledge base. For each assistant, upload specific documents (PDFs, manuals, catalogs) and register relevant FAQs. The sales assistant can receive the price list and plan FAQ; the support one, the product manual and warranty policies.
- Link the assistants to the inboxes. In each assistant’s configuration, select the inboxes it should serve. You can associate the sales assistant with commercial WhatsApp and the support one with service WhatsApp, for example.
- Test the separation. Send test messages to each inbox and check whether the correct assistant is responding with the expected content.
The platform lets you view, at any time, which inboxes are linked to each assistant, making management easier.
Who this setup is useful for
- Companies with separate sales and support teams that need distinct automatic responses for each journey.
- Operations with multiple brands or units, where each brand has its own catalog and policies.
- Businesses that want to avoid noise, ensuring support customers do not receive a commercial offer and vice versa.
- White label resellers that manage several clients, each with its own independent knowledge base.
Frequently asked questions
Can I use the same assistant for multiple inboxes?
Yes, an assistant can be linked to multiple inboxes. However, if the inboxes require different knowledge (sales and support), it is best to create separate assistants to maintain response accuracy.
How can I ensure the sales Capitão does not answer support questions?
Feed the sales assistant’s knowledge base only with commercial content and link it exclusively to sales inboxes. The support assistant, with its own base, will serve support inboxes, avoiding crossover.
Do I need to create a knowledge base from scratch for each assistant?
Yes, each assistant has its own independent base. You can reuse common documents by uploading them again, but it is recommended to keep separate bases to prevent information from one area appearing in another.
Is it possible to have one assistant that serves both sales and support?
Yes, if you prefer a single assistant with a broad knowledge base, you can link it to all inboxes. However, separation offers more control and reduces the risk of inappropriate responses.
How do I change the assistant for an inbox later?
Just edit the assistant’s configuration and change the linked inboxes, or go to the inbox settings and select another assistant. The change is applied immediately.
Where can I see which assistants are linked to each inbox?
In the Capitão assistants list, you can view the inboxes linked to each one. You can also check in the inbox settings which assistant is associated.
Read also
- What is the AI Knowledge Base and how to add documents to train Capitão
- How to view the performance statistics of the Capitão assistant
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