What does “I can’t publish” mean in your product?
Fictional example · AI website builder
- The conversation
“Preview works. Why can’t I publish?”
A customer wants to put their draft website on their own domain. The conversation tells you what they’re trying to do.
- Your product guide
A custom domain needs setup first.
The guide explains that preview shows a draft, while publishing to a custom domain requires completing domain setup.
- What to investigate
Did they finish domain setup?
That requirement gives your team a specific step to check in the conversation: did the customer complete domain setup, or get stuck along the way?
Adding the guide to Primer makes that requirement available to LiteLedger when it reviews conversations about publishing.
How LiteLedger uses your docs.
- Product basics
Feature names, facts, and terminology
LiteLedger includes summaries or excerpts from your selected docs when reviewing customer conversations. These supply background such as feature names and product terminology.
- Conversation details
Passages that match the conversation
LiteLedger also looks for passages that match a conversation, such as the setup requirements for a feature the customer mentions.
- Follow-up questions
Search your docs in Ask
Ask is LiteLedger’s assistant for questions about your customers. It can search the docs you enable for it and read longer sections to help answer a question.
Choose the docs LiteLedger uses.
Upload a guide, paste text, or import a page
Workspace admins add documents to Primer in Settings → Product Knowledge. Upload a file, paste text, or import a public documentation page, then review and save the text.
Choose docs for customer reports and Ask
Select which documents LiteLedger uses when analyzing customer conversations, which it uses in Ask, or both. Set a priority for each source and save your choices.
Refresh imported pages as your docs change
Turn on scheduled refreshes for imported public pages to bring updated text into Primer. You can also view and restore recent versions of a document’s text.
Preview summaries and matching passages.
Create summaries, key facts, and a glossary
Admins can generate summaries, key facts, and a glossary from their documents. LiteLedger reuses this information when reviewing customer conversations and answering questions in Ask.
Test which passages a question finds
Preview the product summaries and excerpts prepared from your saved docs in Settings → Product Knowledge. Enter a sample question to see which additional passages LiteLedger finds, then adjust your docs or selections.
See which reports used older product information.
Look for the “Old primer” label
When you save changes to the product information used for customer analysis, reports created with earlier information are marked “Old primer.” This helps you find reports you may want to update.
Update a report when you’re ready
Existing reports keep their content until you rerun them. Rerun a customer’s analysis to create a report using the product information currently saved in Primer.
See what a customer report includes.
Explore the sample report for examples of customer findings and suggested follow-up actions. To use LiteLedger with your own customer conversations, review the LiteLLM setup steps and request access.