Your agent keeps working after launch. Maintenance is what keeps it accurate. Five areas need ongoing attention: your knowledge base, your CRM data integration, performance reviews, how you work with the admin agent, and how you manage content across entering classes.
Knowledge base
Website URLs
Refreshing and republishing takes 5 to 10 minutes. Log in, refresh your URLs, and publish.
Pick a regular cadence and assign one owner. Partners with frequently changing websites refresh as often as daily. Others refresh weekly, monthly, or before key cycles (see the summer refresh checklist under Helpful resources).
CollegeVine won't notify you when your website changes. A regular refresh schedule keeps your agent in sync with updates from the teams that manage your website.
Static assets (PDFs, documents, interview recordings)
These do not re-index on their own. Your agent only knows the version uploaded to CollegeVine. When a document changes, upload the new version and remove the old one.
Review static assets at least once a semester or once a year. Offices that rely heavily on documents, such as financial aid and student services, benefit from more frequent checks.
CRM data integration
If you are | What to do |
Bringing a new field into CollegeVine | Create the matching property in CollegeVine first, then add it to the integration. |
Adding or removing fields in your CRM | If those fields sync to CollegeVine, mirror the change in CollegeVine. |
Expanding a picklist | No action needed on the CollegeVine side. |
Reviewing sync criteria | If you sync your full prospect base, your sync criteria should rarely change. If you sync only current or upcoming terms, review the criteria each cycle so new cohorts come over. |
Note: property and field changes are made manually in CollegeVine. The admin agent cannot create or edit properties.
Reviewing agent performance
Recommended cadence: match it to your volume
High volume: biweekly or monthly. Trends appear quickly, so you can respond sooner.
Lower volume: monthly or quarterly. Give patterns time to form before acting on them.
Your agent keeps working between reviews. The cadence helps you catch trends early. Your agent doesn't depend on it.
What to review
Top 5 to 10 questions and knowledge base gaps
Escalation volume and reasons
Call sentiment and student interaction trends
Breakdowns by population, such as top questions by campus or program
What to do with it
Top questions without answers: add content to the knowledge base
Too many escalations: review the agent's behavior prompt
Isolated one-off behaviors: note them and watch for a pattern before changing anything
Working with the admin agent
💡 For more information on the admin agent, reach out to your CollegeVine representative.
Good uses
Performance reporting and analysis (the reviews above)
Drafting prompt updates based on what the analysis surfaces
Asking whether a fix belongs in the prompt or the knowledge base
Suggesting segments for missions or help desk audiences
Keep manual
Final segment and audience decisions for outreach
All property or field changes
How to run an editing session
Describe the problem you're solving and ask for suggestions.
Tell it not to make changes without your approval, and to show draft language first.
If phone is an active channel, ask it to update the inbound and outbound phone prompts along with the behavior prompt. Phone prompts are separate from the behavior prompt, so this step keeps phone conversations consistent with every other channel.
Review, edit, and approve.
Managing content across entering classes
Your agent can tell content for different entering classes apart, for example fall 2026 and fall 2027. It uses start term data from your CRM and context in mission and task prompts, such as "reaching out to fall 2026 admits."
Tagging knowledge base content by term improves retrieval further.
If the agent mixes up cohorts, bring the example to the admin agent and ask what to add to the prompt or tags to separate them.
For outbound, start with small segments by class. Smaller audiences are easier to review for quality. Once results look right, personalize by entry term.