Skip to main content
The AI Receptionist is generally smart, but it doesn’t know YOUR business out of the box. The Knowledge Base is where you teach it the things only you know — your pricing tiers, your service area edge cases, what materials you bring, your weekend policy, your warranty terms. Every entry you add makes the AI Receptionist’s responses more accurate and on-brand.

​
What’s already there (auto-trained)

When you set up your account, we use your business profile as the AI Receptionist’s foundation:
  • Your services (from onboarding)
  • Your business hours
  • Your service area
  • Your AI tone / voice (set in Settings → Business)
  • Your description (“what does this business do”)
If you connected your website during onboarding, we crawled it and extracted FAQs, service descriptions, and pricing pages — so the AI Receptionist has a head start without you typing anything.

​
Keeping your website knowledge current

Your website changes; the pages we read at signup don’t, unless someone refreshes them. We check your site every day and update the knowledge base when something actually changed — so the AI isn’t quoting last quarter’s prices. Three things worth knowing about how that works:
  • The daily check is light. We re-read a few of your key pages and compare them to what we already have. If nothing changed, we stop there — we don’t re-crawl your whole site every day. When something has changed, we do a full re-read and update the knowledge base.
  • We never replace good pages with bad ones. If the re-read comes back thin — your site was down, mid-redesign, or blocking us — we keep what you already have. The AI carries on with the older pages rather than suddenly knowing nothing.
  • Anything you wrote yourself is never touched. Entries you added by hand survive every refresh. Only the pages we pulled from your website get replaced.
We only message you when it matters. You’ll hear from us when your knowledge base was actually updated, and if we’ve been unable to read your site for a few days running — not every day just to say “checked, nothing new.” If we tell you we can’t read your site, open Knowledge Base and hit Re-crawl; if your website moved, update the URL in Settings → Business first. You can also re-crawl any time you like — after a price change, don’t wait for tomorrow’s check. A re-crawl never leaves you with less than you had. If it can’t read any usable pages (your site is down or blocking visitors), nothing is replaced. You’ll see a message saying so, and your existing knowledge base stays as it was. If your site genuinely has fewer pages now, the re-crawl still goes ahead. Only the pages we pulled from your website are replaced, never entries you wrote yourself.
Some sites (usually ones built entirely in JavaScript) look identical to our daily check even when they’ve changed. To cover that, we do a full re-read at least once a month regardless.
If we couldn’t read your website at all during setup, we’ll tell you then too. Your AI still uses your services, hours and instructions — it just won’t be able to answer questions about anything that only lives on your site until the pages are in.

​
What you should add

Anything you find yourself saying on calls or texts. Common candidates:
  • Pricing tiers — “basic install starts at $499; premium with materials is $1,499”
  • Service area edges — “we cover up to 30 miles from downtown; outside that we charge a $50 trip fee”
  • Materials policy — “we provide all parts unless customer specifies brand”
  • Emergency pricing — “after-hours calls are 1.5× day rate”
  • Warranty terms — “30-day labor warranty on all installs”
  • What we don’t do — “we don’t service commercial properties” or “we don’t take jobs under $200”
  • Common objections — “yes, we accept credit cards”; “yes, we’re insured”; “yes, we’ll bring shoe covers”
The rule of thumb: if a customer ever asked you the same question twice, write a knowledge-base entry for it.

​
How the AI Receptionist uses entries

When the AI Receptionist is composing a reply to a customer (call transcript, text, chat), it:
  1. Reads the customer’s message
  2. Searches the knowledge base for relevant entries (semantic search, not keyword)
  3. Pulls the top matches into context
  4. Composes the reply using those matches + your general business profile
So when a customer asks “do you take credit cards?”, the AI Receptionist finds your “yes, we accept Visa/MC/Amex” entry and weaves it into the reply naturally.

​
Format

Each entry has:
  • Question — how a customer would phrase the question (or topic). E.g., “What’s your service area?”
  • Answer — your business’s response, in plain language. E.g., “We cover all of Ottawa, Kanata, Barrhaven, and Nepean. Outside those areas, we charge a $50 trip fee. Service to communities south of Highway 417 may have a longer scheduling window.”
  • Tags (optional) — for organization; e.g., pricing, service-area

​
How many entries should I have?

Start with 10–20. The most common questions you get. Don’t try to write a knowledge base of 200 entries on day one — it’s exhausting and a lot of them won’t matter. Watch your AI Receptionist actual replies for the first few weeks. When you see a reply where the AI Receptionist guessed wrong or said something generic, that’s your signal to add an entry. Iterate.

​
Next

Add a knowledge-base entry

Walkthrough — write your first entries.