Meeting Title: ABC <> BF: Central Doc Updates Date: 2025-12-23 Meeting participants: PatriciaVela, Casie Aviles, read.ai meeting notes, Mustafa Raja
WEBVTT
1 00:00:04.350 ⇒ 00:00:06.090 PatriciaVela: Oh, did you? Oh.
2 00:00:09.820 ⇒ 00:00:10.970 PatriciaVela: Yeah.
3 00:00:11.680 ⇒ 00:00:13.290 PatriciaVela: Duh, I’m just kidding.
4 00:00:18.510 ⇒ 00:00:20.100 PatriciaVela: Like, you better eat your food.
5 00:07:46.070 ⇒ 00:07:47.580 Casie Aviles: Oh, hi, Patricia.
6 00:07:47.910 ⇒ 00:07:49.529 PatriciaVela: Hey, how are you?
7 00:07:50.100 ⇒ 00:07:51.860 Casie Aviles: Yeah, they’re good. How about you?
8 00:07:52.310 ⇒ 00:07:55.240 PatriciaVela: Doing okay, not too bad, thank you for asking.
9 00:07:56.120 ⇒ 00:07:58.199 PatriciaVela: Thank you for,
10 00:07:58.400 ⇒ 00:08:06.780 PatriciaVela: meeting me in such short notice, you were super quick. I was like, oh, it probably won’t be till after the holidays, and then you’re like, today! I’m like, yes!
11 00:08:07.020 ⇒ 00:08:08.040 Casie Aviles: Yeah, of course.
12 00:08:09.520 ⇒ 00:08:13.659 PatriciaVela: So, I mainly wanted to just meet,
13 00:08:14.160 ⇒ 00:08:21.950 PatriciaVela: because I’m struggling when it comes to the central docs, Andy recognizing what the agents are asking.
14 00:08:22.670 ⇒ 00:08:23.370 Casie Aviles: Okay.
15 00:08:23.860 ⇒ 00:08:36.079 PatriciaVela: And I’ve gone in here and, like, rewarded some things, but I’m not sure, honestly, if I’m doing it correctly, number one, or if there’s a different way that I should be doing it, or any suggestions you might have, so…
16 00:08:36.480 ⇒ 00:08:41.870 PatriciaVela: One example I have is… We have…
17 00:08:42.450 ⇒ 00:08:46.820 PatriciaVela: Lawn Care and Lawn Mowing services, two totally different services.
18 00:08:47.320 ⇒ 00:08:54.840 PatriciaVela: And for both of those, we have customers where they call in, and they either want to upgrade their service or downgrade.
19 00:08:55.770 ⇒ 00:08:56.150 Casie Aviles: Okay.
20 00:08:56.850 ⇒ 00:09:07.669 PatriciaVela: In the central docs, we have… I have, like, a little cheat sheet or a line item where it shows what procedures you should do if you are upgrading.
21 00:09:07.780 ⇒ 00:09:09.410 PatriciaVela: or downgrading.
22 00:09:10.430 ⇒ 00:09:11.020 Casie Aviles: Okay.
23 00:09:12.090 ⇒ 00:09:19.910 PatriciaVela: But when I ask Andy, it’s only recognizing the mowing and not the care part.
24 00:09:20.530 ⇒ 00:09:21.819 Casie Aviles: I see, I see.
25 00:09:22.180 ⇒ 00:09:26.449 Casie Aviles: Do we have, like, the link to this central dog?
26 00:09:26.450 ⇒ 00:09:31.169 PatriciaVela: Oh, yeah, let me give… let me share. Do you just… how do I send it to you? In the chat?
27 00:09:31.170 ⇒ 00:09:32.960 Casie Aviles: Yes, yes.
28 00:09:32.960 ⇒ 00:09:34.270 PatriciaVela: Okay, perfect.
29 00:09:41.710 ⇒ 00:09:42.629 Casie Aviles: Alright, thank you.
30 00:09:42.830 ⇒ 00:09:45.330 Casie Aviles: Let me just, take a look.
31 00:09:47.000 ⇒ 00:09:50.630 Casie Aviles: And also, I’m just going to share my screen so we could both…
32 00:10:07.310 ⇒ 00:10:15.930 Casie Aviles: I see, alright, so we have the lawn care here, this one, and… Goodbye.
33 00:10:16.660 ⇒ 00:10:17.530 PatriciaVela: mowing.
34 00:10:19.170 ⇒ 00:10:20.230 PatriciaVela: Merry Christmas!
35 00:10:31.150 ⇒ 00:10:38.639 Casie Aviles: Okay, yeah, I think, what were the questions that were… so the questions, like, for example, if…
36 00:10:38.860 ⇒ 00:10:42.360 Casie Aviles: We could upgrade or downgrade, right? And it wasn’t recognizing.
37 00:10:44.120 ⇒ 00:10:47.889 PatriciaVela: It doesn’t… It… so, I can…
38 00:10:47.890 ⇒ 00:10:49.890 Casie Aviles: Let me try asking a question.
39 00:10:49.890 ⇒ 00:10:50.840 PatriciaVela: Yeah. Yeah.
40 00:10:51.630 ⇒ 00:11:09.160 PatriciaVela: My… I app… I asked it yesterday, upgrading lawn care services, and it gives me, to upgrade lawn care services, determine the type of iGrade… upgrade. And then it… what it’s asking me is procedures that we would do for…
41 00:11:09.990 ⇒ 00:11:12.080 PatriciaVela: Mowing.
42 00:11:15.190 ⇒ 00:11:20.509 PatriciaVela: See, so it’s… That’s something that would be for a mowing.
43 00:11:21.970 ⇒ 00:11:22.750 Casie Aviles: that…
44 00:11:22.750 ⇒ 00:11:24.099 PatriciaVela: Third part…
45 00:11:24.200 ⇒ 00:11:32.119 PatriciaVela: The third part is what you could use… I’m sorry, for any changes in frequency for basic plans, calculate the
46 00:11:32.260 ⇒ 00:11:42.310 PatriciaVela: Not the new prize by taking the per mow. That, like, it’s all for mowing, even though we’re late, like, we’re asking long care.
47 00:11:44.860 ⇒ 00:11:46.499 Casie Aviles: Note that down.
48 00:11:57.500 ⇒ 00:12:05.170 Casie Aviles: I think, I’m just going to take a look at which exact part… That is…
49 00:12:06.300 ⇒ 00:12:14.700 Casie Aviles: Because, yeah, if it’s a wording issue, then I think we just have to, like, clarify, like…
50 00:12:14.930 ⇒ 00:12:22.250 Casie Aviles: Sometimes when we… when we ask questions, we could… could specify, like, for… for lawn, care.
51 00:12:22.510 ⇒ 00:12:28.270 Casie Aviles: services, I mean, we could, we could also, like, add Specifically, care or mowing.
52 00:12:28.400 ⇒ 00:12:31.219 Casie Aviles: As a keyword, because I think that would… that would help.
53 00:12:31.880 ⇒ 00:12:36.680 Casie Aviles: And they, like, pinpoint the specific…
54 00:12:36.850 ⇒ 00:12:44.309 Casie Aviles: you know, the context that is from the central dock. Although, additionally, we could also add instructions to Andy.
55 00:12:44.670 ⇒ 00:12:49.780 Casie Aviles: To clarify, like, Are you asking about,
56 00:12:50.130 ⇒ 00:12:55.779 Casie Aviles: lawn care or lawn mowing. So, I think that’s one thing we can do to improve this as well.
57 00:13:47.540 ⇒ 00:13:51.249 Casie Aviles: Hmm. How about this, this response? Is this still.
58 00:13:51.980 ⇒ 00:13:56.230 PatriciaVela: It’s still just… Specific to the mowing.
59 00:13:59.910 ⇒ 00:14:01.619 PatriciaVela: So that, that one is correct.
60 00:14:02.700 ⇒ 00:14:04.930 PatriciaVela: Okay. For some reason.
61 00:14:05.150 ⇒ 00:14:10.570 PatriciaVela: All that it takes is just the mowing part, but not any of the care.
62 00:14:13.060 ⇒ 00:14:14.549 Casie Aviles: I see, I see.
63 00:14:30.150 ⇒ 00:14:36.530 Casie Aviles: So which… which part here should it be… should… did you write that it should be referencing?
64 00:14:36.530 ⇒ 00:14:38.240 PatriciaVela: Let me put…
65 00:14:58.670 ⇒ 00:15:09.840 PatriciaVela: Okay, so if… If you type in… So I have… Sorry, let me… turn off.
66 00:15:10.250 ⇒ 00:15:16.060 PatriciaVela: I have a service upgrade downgrade lawn care services, and that brought me to it.
67 00:15:19.130 ⇒ 00:15:19.840 PatriciaVela: There it is.
68 00:15:19.840 ⇒ 00:15:21.330 Casie Aviles: Mmm, okay.
69 00:15:23.400 ⇒ 00:15:24.530 Casie Aviles: I see.
70 00:15:46.560 ⇒ 00:15:48.199 Casie Aviles: I’m going to try something.
71 00:15:49.550 ⇒ 00:15:56.750 Casie Aviles: Because sometimes I think it might help if we add… we kind of… we add, like, keywords or special.
72 00:15:56.750 ⇒ 00:15:58.339 PatriciaVela: The way that it’s being asked.
73 00:16:00.530 ⇒ 00:16:04.149 Casie Aviles: Yeah, like, we, yeah, we had questions here.
74 00:16:04.840 ⇒ 00:16:05.380 PatriciaVela: Okay.
75 00:16:05.380 ⇒ 00:16:06.840 Casie Aviles: I think that, that could help.
76 00:16:15.290 ⇒ 00:16:16.829 Casie Aviles: For example…
77 00:16:34.510 ⇒ 00:16:43.280 Casie Aviles: kind of something like this, we could, like, add what are, like, questions that we expect this section to answer. I think that that might be helpful as well.
78 00:16:43.860 ⇒ 00:16:44.620 PatriciaVela: Okay.
79 00:16:46.990 ⇒ 00:16:47.650 PatriciaVela: Okay.
80 00:16:52.700 ⇒ 00:16:59.549 PatriciaVela: So, in the future, do you suggest, when I’m updating this, that I go in and…
81 00:16:59.650 ⇒ 00:17:03.110 PatriciaVela: Under whatever subject, just… typing in…
82 00:17:04.790 ⇒ 00:17:08.609 PatriciaVela: So then now, if I ask it, It should tell me.
83 00:17:10.230 ⇒ 00:17:15.830 Casie Aviles: I need to make sure as well right now if we’re actually…
84 00:17:16.790 ⇒ 00:17:19.690 Casie Aviles: If this is being updated in real time.
85 00:17:19.690 ⇒ 00:17:21.410 PatriciaVela: Oh, okay.
86 00:17:21.790 ⇒ 00:17:24.750 Casie Aviles: Yeah, because it might not be hooked up to our.
87 00:17:24.750 ⇒ 00:17:25.250 Mustafa Raja: Yeah.
88 00:17:25.250 ⇒ 00:17:27.769 Casie Aviles: live sync. Oh, yeah, Mustafa.
89 00:17:27.770 ⇒ 00:17:37.120 Mustafa Raja: So, so one thing… yeah, so one thing to mention here is, I asked it the same question, and it gave me the wrong answer for lawn mowing, right?
90 00:17:37.370 ⇒ 00:17:43.930 Mustafa Raja: So I asked it, I don’t… I don’t want the lawn… lawn mowing one, I want the lawn care, and let me share my screen, what I got.
91 00:17:44.450 ⇒ 00:17:45.539 Casie Aviles: Okay, yeah, sure.
92 00:17:52.130 ⇒ 00:17:57.579 Mustafa Raja: So… yeah, so… so I asked it for lawn care, it gave me the lawn mowing ones.
93 00:17:57.890 ⇒ 00:18:05.460 Mustafa Raja: then I explicitly tell it, I mean lawn care, not lawn mowing, right? And I think, could you confirm?
94 00:18:06.200 ⇒ 00:18:12.379 Mustafa Raja: I still see the lawn mowing ones, but I think this… this particular part might be the correct one, right?
95 00:18:14.300 ⇒ 00:18:17.790 PatriciaVela: -
96 00:18:18.080 ⇒ 00:18:18.940 PatriciaVela: Nope.
97 00:18:20.200 ⇒ 00:18:21.420 Mustafa Raja: That’s incorrect.
98 00:18:22.520 ⇒ 00:18:23.440 Casie Aviles: Mmm, okay.
99 00:18:23.440 ⇒ 00:18:28.360 PatriciaVela: I mean, those are things that, when they upgrade, it can include it.
100 00:18:28.580 ⇒ 00:18:31.220 PatriciaVela: But it’s not the process of how-to.
101 00:18:31.840 ⇒ 00:18:36.029 PatriciaVela: like, what the steps the CSR needs to take to upgrade them.
102 00:18:40.970 ⇒ 00:18:41.580 Mustafa Raja: P.
103 00:18:44.900 ⇒ 00:18:47.699 Mustafa Raja: I see that the, the data is in there.
104 00:18:49.480 ⇒ 00:18:51.619 Mustafa Raja: Or the procedures, at least.
105 00:19:01.350 ⇒ 00:19:03.320 Mustafa Raja: Which specific part was this?
106 00:19:03.320 ⇒ 00:19:06.409 PatriciaVela: I believe it’s in the upgrading, downgrading…
107 00:19:06.410 ⇒ 00:19:07.000 Casie Aviles: Yes.
108 00:19:08.420 ⇒ 00:19:12.010 PatriciaVela: Is it because I need to put it under the lawn care section, do you think?
109 00:19:15.460 ⇒ 00:19:19.069 Mustafa Raja: This should… this should be pulled up, whether if it isn’t.
110 00:19:19.600 ⇒ 00:19:20.200 Mustafa Raja: I’m not.
111 00:19:20.530 ⇒ 00:19:22.430 PatriciaVela: So if you type upgrading.
112 00:19:23.190 ⇒ 00:19:23.850 Mustafa Raja: Sorry.
113 00:19:24.360 ⇒ 00:19:25.270 Mustafa Raja: Fading.
114 00:19:27.080 ⇒ 00:19:27.949 Mustafa Raja: This one?
115 00:19:28.970 ⇒ 00:19:31.370 Casie Aviles: Yes, under that section. Yes, correct.
116 00:19:37.100 ⇒ 00:19:41.730 Casie Aviles: So it should be this, this part here.
117 00:19:41.730 ⇒ 00:19:42.190 PatriciaVela: Right.
118 00:19:46.920 ⇒ 00:19:47.620 Casie Aviles: Okay.
119 00:19:52.660 ⇒ 00:19:55.490 Mustafa Raja: And, do we have the same thing for lawn mowing?
120 00:19:55.770 ⇒ 00:19:57.310 Mustafa Raja: Upgrade, downgrade thing.
121 00:19:57.500 ⇒ 00:20:04.029 PatriciaVela: We… we do. That’s usually the answer that it gives us every time we ask it. It just recognizes the mowing one.
122 00:20:06.550 ⇒ 00:20:08.249 Mustafa Raja: Where would that.
123 00:20:09.540 ⇒ 00:20:12.470 PatriciaVela: I think that one is… there it is.
124 00:20:13.470 ⇒ 00:20:14.130 Mustafa Raja: This one?
125 00:20:14.800 ⇒ 00:20:15.540 Mustafa Raja: Okay.
126 00:20:18.230 ⇒ 00:20:20.669 Casie Aviles: Yeah, it gets confused, I believe, yeah.
127 00:20:21.470 ⇒ 00:20:28.910 Mustafa Raja: Hmm… I think, I think either we need to label this as lawn mowing, You know?
128 00:20:30.860 ⇒ 00:20:36.789 Mustafa Raja: Because that one is labeled as lawn care, and that… the below one isn’t labeled, I believe.
129 00:20:39.350 ⇒ 00:20:45.539 Casie Aviles: Yeah, and although it should be able to, like, pick up that this is lawn care, because it’s explicitly here, right?
130 00:20:46.850 ⇒ 00:20:48.259 Mustafa Raja: It’s, it’s…
131 00:20:48.260 ⇒ 00:20:53.029 Casie Aviles: and… So I’m taking a look at, like… how Andy retrieved?
132 00:20:54.040 ⇒ 00:20:56.519 Casie Aviles: the information, because…
133 00:20:58.610 ⇒ 00:21:04.739 Casie Aviles: But yeah, I think, yeah, as much as possible, we just have to be really specific with…
134 00:21:04.920 ⇒ 00:21:06.450 Casie Aviles: What’s written down.
135 00:21:32.870 ⇒ 00:21:37.740 Casie Aviles: Yeah, it is… it is getting the mulling one, as well, with the retriever.
136 00:21:38.250 ⇒ 00:21:39.470 Mustafa Raja: Hmm, yeah.
137 00:21:41.360 ⇒ 00:21:42.120 Mustafa Raja: No, I’m kidding.
138 00:22:03.440 ⇒ 00:22:13.399 Casie Aviles: Do you know, Musaf, if this, this, if we update the dock, it’s, it’s going to, it’s going to… I mean, it’s in sync. Is it a live sync right now?
139 00:22:13.520 ⇒ 00:22:14.429 Casie Aviles: with Andy.
140 00:22:14.430 ⇒ 00:22:15.469 Mustafa Raja: Let me check.
141 00:22:16.900 ⇒ 00:22:22.640 Casie Aviles: Yeah, because for the past documents, I think it’s in… it’s… enabled.
142 00:22:28.190 ⇒ 00:22:30.760 Mustafa Raja: Did we update the document just now?
143 00:22:32.670 ⇒ 00:22:36.300 Casie Aviles: Yes, I added the possible questions.
144 00:22:37.890 ⇒ 00:22:42.909 Mustafa Raja: Yeah… yeah, we need to first manually sync and then enable that.
145 00:22:46.220 ⇒ 00:22:47.560 Casie Aviles: I see, I see.
146 00:22:47.560 ⇒ 00:22:50.630 Mustafa Raja: So the lawn one isn’t in sync, is what I’m trying to say.
147 00:22:51.120 ⇒ 00:22:57.830 PatriciaVela: So, when I update it, when I update something here, how do I let you all know that it’s been updated?
148 00:22:58.990 ⇒ 00:22:59.989 PatriciaVela: Just chat?
149 00:22:59.990 ⇒ 00:23:11.759 Mustafa Raja: We have a channel where the updates come, and we would generally know that something has been updated. I’m going to make it a little bit better, so we would know which document got updated.
150 00:23:12.090 ⇒ 00:23:12.950 PatriciaVela: Okay.
151 00:23:13.890 ⇒ 00:23:15.459 Casie Aviles: Yeah, right now it’s…
152 00:23:15.460 ⇒ 00:23:16.050 Mustafa Raja: Yeah, so…
153 00:23:16.050 ⇒ 00:23:16.460 Casie Aviles: Yeah.
154 00:23:16.460 ⇒ 00:23:20.379 Mustafa Raja: So what I’m seeing is it might be just missing, a lot of the context.
155 00:23:20.650 ⇒ 00:23:23.910 Casie Aviles: I believe the question was good enough.
156 00:23:24.260 ⇒ 00:23:27.959 Mustafa Raja: It should’ve… it should… it should pull the right thing.
157 00:23:29.160 ⇒ 00:23:35.610 Mustafa Raja: Yeah, maybe, maybe we should need, we should look into, look in, look into this internally, what’s happening underneath.
158 00:23:36.460 ⇒ 00:23:37.120 Casie Aviles: Bye-bye.
159 00:23:37.420 ⇒ 00:23:42.190 Casie Aviles: Yeah, so it could be… it’s mainly the retrieval part, so…
160 00:23:45.910 ⇒ 00:23:46.870 Casie Aviles: Alright. Yep.
161 00:23:47.760 ⇒ 00:23:58.970 Casie Aviles: So that’s… that’s something we’ll… Take a look at internally. Patricia, so… What else?
162 00:24:01.230 ⇒ 00:24:06.209 Casie Aviles: Is… Are there other, like, instances where… where…
163 00:24:06.800 ⇒ 00:24:14.049 PatriciaVela: Yeah, well, now that I’m talking to you, it makes sense, because I was… I’ve been updating things, and then asking…
164 00:24:14.160 ⇒ 00:24:28.309 PatriciaVela: Andy. So yesterday, I was doing a lot of updating, and then asking, and it wasn’t giving me the correct information, so now it’s making sense. It’s because it’s not live happening. Like, it’s not happening as I update it, right? It takes some time before…
165 00:24:28.780 ⇒ 00:24:29.599 PatriciaVela: It’s gonna be red.
166 00:24:29.600 ⇒ 00:24:30.110 Casie Aviles: Yeah, goodbye.
167 00:24:30.110 ⇒ 00:24:30.940 PatriciaVela: Bye, Andy.
168 00:24:32.140 ⇒ 00:24:37.499 Casie Aviles: Yeah, right now, yeah, as often mentioned, we have to manually sync that as well, so…
169 00:24:37.790 ⇒ 00:24:38.440 PatriciaVela: Okay.
170 00:24:39.300 ⇒ 00:24:47.560 PatriciaVela: Now, if I wanted to, redo the structure of how the documents currently are.
171 00:24:48.110 ⇒ 00:24:53.950 PatriciaVela: what is the best way to do that? Like, do I… would I just go in here,
172 00:24:54.450 ⇒ 00:24:57.839 PatriciaVela: and move each link to wherever I wanted to.
173 00:24:58.480 ⇒ 00:25:01.070 PatriciaVela: remove it and re-add it? Could I do that?
174 00:25:02.370 ⇒ 00:25:04.940 Casie Aviles: Do you mean for, like, hyperlinks?
175 00:25:05.090 ⇒ 00:25:06.090 PatriciaVela: Correct.
176 00:25:08.110 ⇒ 00:25:16.719 Casie Aviles: Yeah, I think you should be able to remove those and re-add them. I mean, that shouldn’t be too much of a problem.
177 00:25:17.000 ⇒ 00:25:17.550 PatriciaVela: Okay.
178 00:25:19.590 ⇒ 00:25:20.370 PatriciaVela: Okay.
179 00:25:20.600 ⇒ 00:25:32.410 PatriciaVela: And then… yeah, I think, I mean, that’s basically all I had. It makes sense. So if I run into something where we’re updating it, kind of like the lawn care, and it’s not recognizing it.
180 00:25:32.700 ⇒ 00:25:35.549 PatriciaVela: Then, should I just reach out to you guys?
181 00:25:36.660 ⇒ 00:25:37.850 Casie Aviles: Yes.
182 00:25:37.850 ⇒ 00:25:38.749 PatriciaVela: Just in a chat.
183 00:25:39.280 ⇒ 00:25:48.760 Casie Aviles: Google Chat would be great. Also, we’re also going to, you know, to implement, like, the live Updates.
184 00:25:49.250 ⇒ 00:25:50.909 Casie Aviles: For… for lawn.
185 00:25:51.180 ⇒ 00:25:56.149 Casie Aviles: now that we’re seeing it’s not doing that, because I believe it’s enabled for pests.
186 00:25:56.690 ⇒ 00:26:01.119 Casie Aviles: So that should also make things easier on your end.
187 00:26:01.600 ⇒ 00:26:01.940 PatriciaVela: Okay.
188 00:26:01.940 ⇒ 00:26:03.219 Casie Aviles: But for now, yeah.
189 00:26:03.570 ⇒ 00:26:06.260 Casie Aviles: We’ll… we’ll… yeah, Google Chat would be great.
190 00:26:06.750 ⇒ 00:26:09.070 PatriciaVela: Okay, well, I can do that moving forward, then.
191 00:26:09.370 ⇒ 00:26:15.880 PatriciaVela: And if I run into anything, then I’ll just send out Google Chat with examples for you all.
192 00:26:16.550 ⇒ 00:26:18.129 Casie Aviles: Yes, yes, that would be perfect.
193 00:26:18.410 ⇒ 00:26:20.430 PatriciaVela: Okay. Well, that’ll work, that was it.
194 00:26:21.960 ⇒ 00:26:22.630 Mustafa Raja: Thank you.
195 00:26:22.960 ⇒ 00:26:23.699 Casie Aviles: Thank you.
196 00:26:24.080 ⇒ 00:26:24.740 PatriciaVela: Bye-bye.
197 00:26:24.820 ⇒ 00:26:27.210 Casie Aviles: Merry Christmas. Merry Christmas!
198 00:26:27.210 ⇒ 00:26:27.890 PatriciaVela: Bye.