Build your assistant's knowledge base

Your assistant can only answer from what you give it. It does not look things up on the internet or use general knowledge. The more accurate the facts you give it, the fewer callers hear "I'll have someone get back to you". This article covers every place those facts can come from and how the assistant uses each one.

Where the assistant's facts come from

Each assistant decides which of these it uses. On the assistant's Knowledge tab:

• Use the company profile adds hours, services, FAQs, staff and locations from the Company page to every conversation.
• Search the knowledge base lets the assistant search your documents during calls and chats.

Both are on by default.

The company profile

The Company page is shared by all your assistants. Its tabs are Profile, Hours & booking, Services, FAQs, Team directory, Locations, Payments, Reviews and What the assistant sees.

The quickest way to fill it is Fill from website. Enter your website address and click Import. Every page of the site is read, your details, opening hours, services and FAQs are extracted, and the pages are kept in the knowledge base and re-fetched weekly. Links to other sites, spreadsheets and files are skipped. Tick Overwrite fields that are already filled in only if you want the website to replace what you typed.

The What the assistant sees tab shows the exact block of company information the assistant receives. The editor treats it as the truth, so keep it accurate.

FAQs

FAQs are short, factual answers the assistant may give word for word. Add them under Company → FAQs with + Add FAQ, or click Suggest with AI for drafts. Click Save FAQs when you are done.

FAQs are the best place for the questions you hear every day: parking, insurance, walk-ins, payment methods.

Tip: Questions your assistant could not answer on real calls are collected for you, and each one can become an FAQ in one click. See Call coach and knowledge gaps.

Knowledge base documents

For longer material, such as price lists, policies, product details and brochures, use the knowledge base. Open an assistant, go to the Knowledge tab and click Manage documents.

1. Under Add knowledge, choose Text, Web page or Upload.
2. For Text, enter a Title and paste the Content.
3. For Web page, enter the page address. Tick Re-fetch this page every week to keep it current. Tick Crawl the whole site (follows internal links and the sitemap) to add a whole site, and set Maximum pages (2 to 200). Each page becomes its own document.
4. For Upload, choose a PDF, TXT, MD or CSV file of up to 15 MB.
5. Under Available to, keep All assistants or pick one assistant.
6. Click Add to knowledge base.

Documents show Pending or Processing while they are indexed, then Ready. Each one is split into sections of about 900 characters that the assistant can quote from. You are notified by email when a document is ready or fails.

The document list shows each document's source, scope, number of sections and status. For web pages, the Auto-sync on / Auto-sync off button switches the weekly re-fetch. The refresh icon re-indexes a document, and the bin removes it.

Test what the assistant would find

On the knowledge base page, Test a question shows exactly what the assistant would find for a question. Type something a caller might ask, such as "Do you offer teeth whitening? How much is it?". Matching FAQs appear first, then matching document sections with a score.

If nothing matches, the page says so: the assistant would tell the caller someone will follow up. That is your cue to add the answer.

The badge at the top of the page shows whether Semantic search on (questions match by meaning) or Keyword search (questions match by their words) is in use. With keyword search, use the words your customers use.

Import a website into one assistant

The assistant's Knowledge tab also has Import from website. Enter your Website URL and click Import. Every page on the site is read, indexed for search during calls, and, with Let AI write the website notes switched on, summarised into that assistant's Website notes. The status line shows the progress, and Import again refreshes it later.

Website notes are sent with every call. You can edit anything that is wrong or missing; the full pages stay searchable. Only the first 3,500 or so characters are sent per call.

Switch Let AI write the website notes off if you write the notes yourself. The pages are still indexed.

Assistant-specific notes

Assistant-specific notes hold facts only this assistant should know, for example a line that only handles one location. You can store up to 60,000 characters, but only the first 6,000 or so are sent per call, to keep responses fast. For facts shared by every assistant, use the Company page and the knowledge base instead.

How the assistant uses all this

• Company information, the first FAQs, website notes and assistant notes are part of every conversation.
• For questions about prices, policies, products or anything specific, the assistant searches your FAQs and documents before answering.
• If nothing relevant comes back, it says someone will follow up instead of guessing, and offers to take a message if Take a message is on.
• The same knowledge is used on calls, WhatsApp, text messages and the website chat.

Troubleshooting

A document shows Failed. The error appears under the document's title. "No readable text was found" usually means a scanned PDF (a picture of text). Paste the text in instead. After a whole-site crawl, Remove failed deletes every failed page at once and keeps the rest.

"File uploads are disabled for this workspace." Uploads are switched off for your workspace. Paste the text or add it as a web page.

The assistant still gives an old price. Check every place it might be written: the Company page, FAQs, website notes, assistant-specific notes and documents. Update or remove the old one, and re-index changed documents.

I cannot see Add knowledge. Your role can view the knowledge base but not change it. Viewers can look; owners, admins and members can add and remove documents.