Set up the assistant

Open Settings → Case workflow → Assistant. Changes require settings management permission. If the assistant is unavailable, contact support.

Enable the assistant

Turn on Enable assistant and enter a contact or role under Staff help contact, including out-of-hours cover if needed. Save the settings.

Staff can ask about published documents and accessible cases, and prepare tasks, internal notes and call records. Each staff member's permissions and branch access still apply. The assistant does not send family messages.

Publish a document

1. Select Add a document. Enter title, category, audience, owner and effective date. Restricted documents are for owners and managers.
2. Save, then select Add a version.
3. Upload PDF, Word (.docx), Markdown or text, up to 20 MB. PDFs: up to 100 pages, including English scans. Review extracted text before saving; correct or paste unreadable text.
4. Save the version. Preparation starts automatically; use Retry if it fails.
5. Select Publish. The assistant uses published text from its effective date for staff in its audience.

Revise or retire knowledge

Add a new version to change the text. Publishing it withdraws the previous published version. A withdrawn version cannot be republished; add a new version instead.

Withdraw stops use of a version and cannot be undone. Retire stops use of the whole document while retaining its history; Restore makes the document active again. The effective date and version publication still apply.

Review by is a date for the owner’s reference. It does not send a reminder or automatically withdraw the document. Use search, category and state filters and the document pages to find older entries. Each document shows its 20 most recent versions.