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You can manage items from any items table on the Knowledge page. For what an item is, see Items.

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Schedule

Select the calendar icon, then set an activation date, an expiration date, or both. Times are Pacific Time. An item has one schedule at a time.

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Bulk actions

Select the checkbox next to several items, or select Select all matching to include every item that matches your filters. Then choose Activate, Deactivate, Schedule, Copy, Lock from re-read, Unlock, or Delete. Schedule replaces any schedule already on the selected items. Lock from re-read and Unlock apply to website items. On the By set and All items tabs, they are under Advanced.

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Deleting website items

When you delete an item that came from a website, you’ll see this warning:
Assistants stop using it right away. This cannot be undone, and a re-read can add it back while the page still says it. To keep it out for good, turn it off and lock it instead.

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Change history

Each item keeps every change to it: edits, deletes, and items that a re-read turned off. Each entry shows:
  • The date
  • The type of change
  • The full old and new wording
  • Who made the change: you, or a re-read
The wording is shown in full, so you can copy an earlier version back into the item.

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Best practices

  • Put related information in one item. When you write knowledge, each line becomes its own item, so write one “Gym hours” item instead of one item per day.
  • Start each item with what customers ask about, such as “Gym hours” or “Membership pricing.”
  • Add a focus instruction when a page mixes the facts you want with material you don’t, such as class times and club promos. See Focus instruction.
  • Match the schedule to the page. Weekly for pages that change often, such as class schedules and promotions. Monthly for stable pages.
  • Lock items you’ve corrected by hand.