Writing Effective Context Documents

Context Documents provide business context that helps Evalua evaluate calls accurately. They are managed on the Company Knowledge page and apply to evaluations across every workspace in the company.

Company Admins own Context Documents. Supervisors should ask their Company Admin if Context Documents need to change.

Creating a Context Document

1. Navigate to Company Knowledge and click Create Document
2. Set the Title (e.g. "Service Area", "Call Flow", "Glossary")
3. Choose Output Type: Context
4. Direction filtering is not used for Context documents
5. Write the Content — see below
6. Click Save — applies to all future evaluations across the company immediately

You can have multiple Context documents — splitting Context Documents by topic is encouraged.

What to Include

Business Context

What your company does and the nature of your calls.

Service Area or Scope

Geographical or service boundaries.

Terminology

Industry-specific or company-specific terms and their definitions.

Process Explanation

Your standard call flow or procedures.

Special Situations

How to handle exceptions or unique scenarios.

Product/Service Details

What you offer, pricing tiers, policies.

Example

BUSINESS OVERVIEW
We are a home services company that books appointments for HVAC
maintenance and repair.

SERVICE AREA
Orange, Riverside, and San Bernardino counties only.

TERMINOLOGY
"Qualified lead" = homeowner, within service area, needs service
within 30 days.

CALL FLOW
1. Greet and ask how to help
2. Ask qualifying questions (ownership, location, system age)
3. Explain service options and pricing
4. Book appointment or schedule follow-up
5. Confirm details and thank customer

SPECIAL SITUATIONS
- Renters: politely explain services are for homeowners only
- Emergency (no heat/AC in extreme weather): prioritize same-day scheduling

Context Documents vs Overview / Feedback

Context Documents provide general business context — your industry, terminology, processes — and apply to every workspace in the company. Overview and Feedback documents define specific data extraction or pass/fail standards and can be either company-wide or scoped to a single workspace.

Don't mix them — put specific requirements in Feedback documents, not Context Documents.

Keep Them Current

Update when your service area, products, pricing, or processes change. Review quarterly. Because Context Documents apply across the whole company, audit them whenever you onboard a new workspace or team.