Context Documents

Context Documents give Evalua's AI evaluator business context. They help the system understand your company, processes, and terminology so evaluations are more accurate.

Where Context Documents Live

Context Documents are a Context-type knowledge document on the Company Knowledge page. They are scoped to the entire company — every workspace's evaluations use them.

Company Admins can create and edit Context Documents. Workspace-level Supervisors don't manage Context Documents directly; they manage workspace-level Overview and Feedback documents on the workspace Knowledge page.

The Company Knowledge page also includes an info button that opens a modal listing every Context document — useful for quickly auditing what the AI knows about the business.

What to Include

• Business overview — what your company does and what services you provide
• Service area — geographic regions, customer segments, or markets you serve
• Terminology — industry-specific or company-specific terms the AI should understand
• Call flow — how a typical call should progress from start to finish
• Special situations — exceptions, escalation procedures, or edge cases
• Product/service details — relevant information about what you offer

Why Context Documents Matter

Without Context Documents, Evalua evaluates calls using only your Overview and Feedback documents. Adding Context Documents gives the evaluator background to make better judgments — especially for criteria that depend on understanding your business.

For example, if a Feedback criterion says "Agent must verify eligibility," a Context Document should explain what eligibility means in your business.

Tips

• Be specific rather than vague — "We serve homeowners in Texas" is better than "We serve customers in our area"
• Update Context Documents when your processes change
• You don't need to repeat information already in your Overview or Feedback documents
• Multiple Context documents are fine — split them by topic (e.g. "Service Area", "Call Flow", "Glossary") rather than cramming everything into one

For detailed guidance, see Writing Effective Context Documents.