Rules & Knowledge (knowledge base documents)

The Rules & Knowledge page is where you upload and manage your support knowledge base and internal rules. These documents help Qualiteam evaluate conversations more accurately by providing clear guidance on how specific request types should be handled (for example: refunds, payment issues, verification, account changes, delivery, etc.).

How to use it

1. Open Rules & Knowledge.

2. Click Upload New Rule

3. Upload a document that explains how to handle a specific request type (your internal playbook / policy / knowledge base article).

4. After upload, the rule will appear in All Rules on the left — select it to view the content.

💡Useful tips: Describe the process in a way that’s easy to follow and evaluate: what the agent should confirm, what steps to take, what information is required from the customer, expected timelines, and any do’s/don’ts. The clearer and more specific the document is, the more consistent the evaluation results will be.