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Building out your knowledge base is the single highest-leverage investment in AI quality. 30 minutes of typing FAQ entries can lift response quality from “decent” to “feels like a real receptionist.”

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Add an entry

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Open Knowledge Base

From your dashboard, click Knowledge Base in the side nav.
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Click 'New entry'

Top-right.
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Write the question

Phrase it like a customer would. Bad: “Service area definition.” Good: “What areas do you cover?”The AI matches incoming customer messages against entry questions semantically, so close-but-not-exact phrasing still matches. But starting from a customer-shaped question helps you stay in their headspace.
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Write the answer

In plain conversational language. Like you’re talking to the customer.Bad: “Service area: Greater Ottawa region as defined by the regional municipality, plus the western suburb of Kanata and the southern suburb of Barrhaven.”Good: “We cover Ottawa, Kanata, Barrhaven, and Nepean. If you’re outside those areas, we can still come — we charge a $50 trip fee.”Length: 1–4 sentences usually. Long enough to be specific, short enough that the AI Receptionist can paraphrase.
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Add tags (optional)

Tags help YOU organize; the AI Receptionist mostly ignores them. Useful if you want to find “all pricing entries” later.
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Save

Entry goes live immediately. The next AI response can pull from it.

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What good entries look like

A few examples for a hypothetical residential plumbing business:

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Entry 1

  • Q: “How much do you charge for emergency calls?”
  • A: “Our weekday rate is $125/hour with a 1-hour minimum. After-hours and weekend calls are billed at 1.5× — so $187.50/hour with the same minimum. Travel within Ottawa is included.”

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Entry 2

  • Q: “Do you do drain cleaning?”
  • A: “Yes — we handle all standard drain cleaning, including kitchen sinks, bathroom drains, and main line snaking. For cracked or collapsed sewer lines, we work with a partner company since that needs specialized equipment.”

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Entry 3

  • Q: “Are you licensed and insured?”
  • A: “Yes. We’re fully licensed in Ontario (license #ABC123) and carry $2M liability insurance. Happy to email proof on request.”

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Entry 4

  • Q: “Do you offer free estimates?”
  • A: “Yes for jobs over $500. For smaller jobs, we charge a $50 service-call fee that’s waived if you proceed with the work.”

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Entry 5

  • Q: “What’s your warranty?”
  • A: “All our work comes with a 1-year labor warranty. Manufacturer warranties on parts vary — typically 1–10 years depending on the brand.”

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What entries to write first

Start with these top 10:
  1. Service area — where do you go?
  2. Pricing basics — base rate, minimum, what’s included
  3. Emergency / after-hours — do you take them, what do they cost
  4. Free estimates — yes/no, conditions
  5. Warranty — what you stand behind
  6. Insurance / licensing — proof if asked
  7. Payment methods — what you accept
  8. What you don’t do — services you decline
  9. Lead time — how soon can you typically come
  10. Materials — do you bring or does the customer supply
Use only policies that apply to your business. The examples above are fictional; do not copy their prices, insurance, free-estimate terms, or warranties unless they are accurate for you.

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Keep facts and instructions consistent

Phone, SMS, and website chat use your approved service catalogue for prices. Keep the catalogue, knowledge base, and special instructions consistent. Industry templates guide intake; they do not prove that you offer free visits, include supplies, handle permits, or guarantee a callback time. For an unknown price or policy, tell the AI to collect the question for your team. Describe after-hours service separately from immediate danger: the AI directs people in immediate danger to local emergency services and cannot dispatch responders.

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Test common conversations

Use a test customer and calendar to try these scenarios before relying on a configuration change:
  • Ask for a configured price, then for a quote that is not in the catalogue.
  • Request a booking with missing contact details or a partial property address.
  • Ask to change one of two appointments, then try from a different phone number.
  • Ask for a human during business hours and after hours.
  • Send an SMS photo with and without a written description.
  • Review a Suggest-mode booking draft and confirm no appointment or follow-up task was created.
  • Ask to change a recurring series or request a technician’s live arrival time; check that the AI requests human help.
Review both the conversation and the resulting calendar entries or tasks. Conversation scenarios explains the expected behavior and limits.

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Editing entries

From the Knowledge Base list, click any entry to edit. Changes go live immediately — no redeploy. You can also delete entries (sometimes a policy changes and an old entry is misleading; remove it).

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Importing entries from a doc

If you have an existing FAQ doc you want to import, paste each Q/A pair as a separate entry. We don’t currently support bulk-import from a single document — that’s a manual copy-paste exercise. Once entries are in, they live in our system and you can edit normally.

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Quality > quantity

You’ll see better results from 20 well-written, accurate entries than from 200 vague ones. Focus on:
  • Accuracy — outdated entries are worse than no entries
  • Specificity — actual numbers (rates, miles, days) rather than vague language
  • Clear scope — say what you DO and DON’T do
When entries contradict each other, the AI Receptionist gets confused. Audit your entries quarterly to remove duplicates and fix anything that’s drifted out-of-date.

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Next

You’re done with Knowledge Base. Next:

Team & Roles

Add teammates and assign permissions.