Trust, but verify
Uploading a document doesn't guarantee Ace will use it when you need it. The vault works by matching: Ace compares your message to passages in your documents and brings in the closest ones. Test it the way you'd test anything important.
The "only I know this" test
Ask questions whose answers exist only in your documents:
- "What's included in my 1:1 coaching package, and what does it cost?"
- "What do I usually say when someone asks whether this works for beginners?"
- "Summarize my point of view on posting frequency."
If Ace answers with your details, retrieval is working. If it gives a generic answer, one of these is usually why:
- Generic answer — Likely cause: Document still processing, or failed · Fix: Check its status in the Knowledge panel
- Right topic, wrong details — Likely cause: The key fact is buried in a long document · Fix: Split it into a short, focused document
- Ace doesn't know a term — Likely cause: Your document uses different words than your question · Fix: Use the same words your customers use, in both
- An old fact comes back — Likely cause: An outdated document is still in the vault · Fix: Delete it
If Ace warns that your knowledge base is unavailable, that's a temporary problem on our side, not your documents. Try again shortly.
Why this matters for voice
Your voice guide is a document too. A request like "write a post about pricing" will pull in your pricing material, but it may not pull in your voice guide, because that request isn't about voice. That's exactly why the must-follow parts of your voice live in your Brand Profile, which is always included, and not only in the vault.
Try it
Write two questions only your vault can answer, and what you expect Ace to say. Then ask them in Ask Ace. You'll submit the results in the lab.