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Step-by-Step: Upload your Guidecards

Written by Trish Griffin
Updated over a week ago

Upload your Guidecards into Knowledge

Guidecards are a foundational element of ASSIST; they define:

  • The questions a Call Taker should ask

  • The instructions that should be provided

  • The conditions under which guidance should appear

Using the Knowledge feature, Guidecards are uploaded as PDF documents and processed into structured AI-detectable content.

Step 1: Navigate to Knowledge

From the homepage, open the Knowledge tab on the left-hand side.

Step 2: Create Folder Structure (Recommended)

Click the three dots next to the parent folder and create new folders.

Best practice:

  • Separate Law, Fire, and EMS Guidecards

  • Keep Instruction Cards (CPR, Tourniquet, etc.) in a separate folder

Step 3: Create knowledge

  • Click the three dots on the desired folder and select Create Knowledge.

  • Upload one Guidecard PDF at a time.

  • The description field is optional.

  • If the Guidecard is an “All Callers” card, meaning it is a standard list of questions that should be asked on every call, then make sure to toggle the “All Callers Guidecard” toggle.

Step 4: Review Processed Content

Once uploaded:

  1. Open the Guidecard

  2. Select the Processed Content tab

Within Processed Content, users will see Interview questions, Action Set, Simulation, Gallery, and Summary tabs. Assist currently utilizes the Interview questions and Action Set tabs.

Best Practices

Interview questions are the questions or data targets that Telecommunicators (TC) should be obtaining during a call. Questions outline the specific line of questioning such as “Are there any weapons?” and “Where are you located?” whereas data targets are informational pieces that must be obtained such as “Location of occurrence” and “Weapon type.” Assist can support either approach, however, they should be consistent throughout the document (ex: all questions or all data targets).

Best practices for Interview Questions/Data Targets

  • Make clear and concise

  • Make a single-part question (ex: “What is the weapon type?” and “What is the weapon location?” instead of “What is the weapon type and location?”)

  • Include an “Intent” so the AI has additional details about how it should be obtained

  • Include at minimum a High Quality Criteria, which is the minimum amount of information that Assist should require before marking a question as answered during the live call

  • For questions that should be evaluated with higher weight, mark “Critical”

  • For questions that should be evaluated, but not shown in Assist, toggle “Show in Assist” OFF

Best practices for Action Sets

  • Make them clear and concise

  • Include instructions that are for more rare occurrences or often forgotten by Telecommunicators (TCs)

  • Include conditionals that can be obtained from the transcript. For example, do not have a conditional that is “If call is a priority 4, then…” because Assist does not know what a Priority 4 is for your agency.

  • Order instructions how you want them to show on the screen

Frequently Asked Questions

Can I upload multiple versions?

Yes. Each upload creates a new version that can be activated independently.

Can I edit my Guidecard after upload?

Yes. You can edit all content as long as the Guidecard is in Draft mode. Once published, you will need to create a new version. ASSIST always uses the active version.

Will question order in Knowledge match ASSIST?

Yes. Question order in the digest editor is the same order in ASSIST.

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