Knowledge Base
Everything your AI knows about your business — services, hours, pricing, policies. A state model the AI consults, not a doc store. The more you fill in, the more your AI answers confidently.
Your Knowledge Base is the brain your AI uses on calls. When a caller asks a question, your AI checks here first. KB is not a pile of documents — it's a state model where each concept is either known, unknown, or uncertain. Your AI never guesses. The more you fill in, the more it can confidently answer instead of saying "I'll have someone call you back."
What this tab is
- A library of structured entries grouped into content sections. The left-hand rail lists them: About, Products & Services, Pricing, Common Questions, Policies, Booking, Objections, and Escalation — plus any custom sections you add and any sections a vertical pack recommends for your industry.
- Each entry is a short Q&A pair: the question a caller might ask, and how your AI should answer.
- Two related pages reached from chips at the top of the KB page (and the Receptionist page): Rules — intent-level instructions like "never quote prices over the phone" — and Won't Discuss — topics the AI refuses to engage on at all. These are dedicated pages, not sections of the KB.
- Edits take effect immediately on the next call — no waiting, no need to publish or restart anything.
How to use it
- 1If you're starting from scratch, use "Scan website" to point the AI at your existing site and let it extract a first pass. You'll review and edit before anything saves — every write goes through the Steward (see callout below).
- 2Open each section and read what's in it. Edit answers that don't sound like you. Delete anything that's wrong.
- 3When a caller asks something your AI couldn't answer (you'll see this in Calls or Insights), come here and add a new Q&A in the right section. The "AI Quick add" button takes a plain fact or rule and routes it into the right place — the AI cleans it up, you adjudicate before it saves.
- 4For things that change often — pricing, holiday hours — keep entries short and specific. Long paragraphs are harder for your AI to use accurately.
- 5Use Rules for instructions that apply across topics ("if asked about pricing, route to email instead of speaking it"). Use Won't Discuss for topics the AI shouldn't engage on at all (legal advice, medical advice, competitor comparisons).
The fastest way to improve your AI
Adding one good knowledge entry is more impactful than tweaking 10 settings. If a caller asks something twice, it belongs in the KB.
Every KB write goes through the Steward
When you add or edit an entry that contradicts an existing one, the system stops and asks which version is the truth — instead of silently letting two conflicting facts coexist. This catches drift early. Test imports, AI enrichment, bulk paste, single-row edits — all routed through the same gate.
Common questions
How long does it take for changes to apply?
Immediately. The next call your AI takes uses the updated KB. You don't need to refresh or republish anything.
What if my answer changes by location or by service?
Be specific in the question. "What's your pricing for in-home cleaning?" and "What's your pricing for office cleaning?" are two entries — your AI picks the right one based on what the caller asked.
Can I import from a Google Doc or PDF instead of a website?
Use "Paste & extract" — paste your FAQ text or notes and the AI parses it into structured Q&As you review and approve before saving. If any new row contradicts an existing one, the Steward asks you to pick the canonical version before saving either.
My AI keeps giving an outdated answer — I edited the entry but it's still wrong.
Make sure you saved the edit (it auto-saves when you click away from the field). If the entry is correct but a different entry contradicts it, the Steward should have caught that — search for the topic to find any duplicates that slipped through.
Why does my AI sometimes say "I'll have someone call you back"?
That's the expected behavior when the concept is in the "unknown" state — no entry covers what was asked. Check the call transcript; the missing topic is worth adding. Your AI is explicitly told never to guess.
What's the difference between Rules and Won't Discuss?
Rules are instructions on HOW to handle a topic ("always offer the appointment over the phone, never email a quote"). Won't Discuss is a list of topics the AI refuses entirely — it acknowledges and redirects. Use Rules for shaping the answer; use Won't Discuss when there should be no answer.
The AI mispronounces my business name.
Pronunciation is set on the Receptionist tab, in the Pronunciation section — not in the Knowledge Base. The guide there pre-lists your business name, receptionist name, and team members because those are the ones owners forget about — overwrite each with a phonetic spelling that sounds right when you read it aloud.
Calls
Find the calls where your AI struggled — those are the gaps to fill.
AI Insights
Suggests specific knowledge entries based on what callers actually asked this week.
Related articles
Still stuck? Email support — we usually respond within a business day.