Global company context

What is the global company context?

The global company context brings together fundamental information about your company that is relevant across all campaigns. This includes, for example, what your company offers, how it positions itself and which general conditions apply to conversations. This context forms the shared foundation the voice agent can draw on regardless of the individual campaign.

The global context is part of the factual basis, that is, knowledge. It does not describe the flow of the conversation; it provides background. The difference between the conversation guardrail and the factual basis is explained in script vs. knowledge.

What belongs here

The global context suits information that stays valid beyond a single campaign:

• a short description of your company and your offer;
• core services or product categories;
• general conditions that apply in every conversation;
• wording you want to keep consistent company-wide.

Campaign-specific details belong in the campaign context instead.

Working together with the campaign context

The global context and the campaign context complement each other. The global context provides the company-wide foundation, while the campaign context adds the specific information for a concrete goal. In a conversation, the agent uses both layers: the general understanding of your company and the concrete details of the respective campaign.

Hinweis: Keep the global context concise and current. Contradictory or outdated details affect every campaign. For more, see avoiding outdated or conflicting content.

Validity for running campaigns

When a campaign starts, the relevant knowledge state is captured as the campaign state. Later changes to the global context therefore do not apply retroactively to campaigns that have already started. For how to adjust knowledge after start, see changing knowledge after campaign start.

Related topics

• Creating good knowledge content
• Campaign context