How Sage Thinks
User Asks
A broker types a question in the chat widget
Search KB
UserGuiding knowledge base is searched for relevant articles
Add Context
Top articles + video transcripts + training knowledge assembled
Ask Claude
System prompt + context sent to Claude Haiku 4.5
Respond
AI generates answer from the provided content only
Knowledge Base
UserGuiding help articles. Searched per question — relevant articles and their embedded video transcripts are sent to the AI.
Manage in UserGuiding
Training Knowledge
Industry terms, plan types, compliance, and contribution models. Sent with every question as permanent context.
System Prompt
Sage's personality, writing rules, and behavioral instructions. Controls how she speaks and what she won't do.
KB Article Recommendations
Phase 1 is complete — all 71 articles have verified question callouts live. These content-level improvements are what's left inside UserGuiding itself. For engineering-level improvements to Sage, see the Phase 2: Make Sage Smarter page.
1. Add a TL;DR sentence at the top of each article
MCP search heavily weights the first paragraph. A one-line plain-language summary boosts relevance when users phrase things differently than your headings. Example: "This article explains how brokers push an approved quote from Plansight into BenefitPoint."
2. Use consistent H2 / H3 section headings
Lets Sage pull section-level snippets instead of whole articles, which tightens responses and reduces token usage. Avoid bold-only "fake headings" — use real heading tags so the structure is machine-readable.
3. Add a "Who this is for" tag at the top
One line like For: Admins · Brokers · Analysts. Helps Sage filter when role context is in the question ("as an admin, how do I…"). Keep it to a small fixed vocabulary so search matches cleanly.
4. Mention key terms inline, even when they link elsewhere
Any jargon that has its own article (RFP, Market Response, Push Dialogue, Brite, BenefitPoint, etc.) should be spelled out in the body so retrieval chains across articles. Don't rely on a link alone — Sage doesn't follow links, she reads the article text.
5. Populate "Related Articles" in UserGuiding
Most articles have this empty (related_articles_ids: []). Filling these in gives Sage a follow-up suggestion path and improves cross-topic answers. Aim for 2–4 related articles per entry.
6. Video articles: mirror key transcript phrases into the body text
Transcripts feed Sage at answer time, but they aren't indexed in the KB search — so users who phrase questions the way the video speaker does still need body-text hits to find the article. For the 16 video-enhanced articles, scan the transcript for terms and add a short "In this video" bullet list with 3–5 key phrases.
Training Knowledge
These documents are sent as permanent context with every question. They teach Sage about insurance industry concepts, plan types, and Plansight-specific terminology. Click any entry to view its full content.
System Prompt
The instructions that tell Sage who she is, how to write, and what rules to follow. This is sent at the beginning of every conversation.
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