What is the Knowledge Base?
The Knowledge Base is your AI receptionist’s brain. It contains everything the AI knows about your business — your services, prices, opening hours, FAQs, policies, and more. The better your Knowledge Base, the smarter your AI sounds on calls. Think of it like training a new employee. The more information you give them, the better they handle customer questions.Where does the information come from?
Your Knowledge Base is populated from 5 different sources:Website Scrape
When you sign up, we automatically scan your website and extract business information — services, prices, hours, contact details, and FAQs.
Google Business Profile
If you have a Google Business Profile (the listing that shows up in Google Maps), we pull your hours, reviews, address, phone number, and photos.
Manual Entry
You can add, edit, or delete any piece of information directly in the dashboard. Manual edits always take priority over scraped data.
Document Upload
Upload PDF, TXT, or CSV files — price lists, service menus, policy documents. The AI reads them and adds the information to your Knowledge Base.
AI Call Learning
After every call, the AI analyses the transcript. If a caller asked something the AI could not answer, it creates a suggestion for you to review and approve.
The 12 knowledge categories
Every piece of information in your Knowledge Base belongs to one of these categories:How to manage your Knowledge Base
Adding an article
1
Go to Knowledge Base
Click Knowledge Base in the left sidebar of your dashboard.
2
Click Add Article
Click the Add Article button at the top right.
3
Fill in the details
- Category — pick from the 12 options above
- Title — a short name (e.g. “Callout Fees”)
- Content — the full information your AI should know
4
Save
Click Save. The article is immediately available to your AI on the next call.
Editing an article
Click any article in the list to open it. Make your changes and click Save. The AI uses the updated information on its next call.Deleting an article
Click the article, then click the Delete button. The AI will no longer reference this information.Verifying an article
Articles from website scraping or AI call learning are marked as “Unverified.” Click the Verify tick on any article to confirm the information is correct. Verified articles rank higher when the AI looks for answers.Pinning an article
Pin important articles (like current promotions or emergency procedures) to make sure the AI prioritises them. Click the Pin icon on any article.Uploading documents
1
Go to Knowledge Base
Click Knowledge Base in the left sidebar.
2
Click Upload Document
Click the Upload button.
3
Select your file
Choose a PDF, TXT, or CSV file from your computer. Maximum file size is 10MB.
4
Review the results
The system extracts the information and creates Knowledge Base articles. Review them and verify anything that looks correct.
Good files to upload: price lists, service menus, staff bios, policy documents, brochures. The AI reads them and makes the information available on calls.
Re-scanning your website
If you have updated your website with new services or prices, you can tell the AI to re-scan it:1
Go to Knowledge Base
Click Knowledge Base in the left sidebar.
2
Click Re-scan Website
Click the Re-scan Website button at the top of the page. The system will crawl your website again and update any information that has changed.
Auto-generating FAQs
The AI can look at your existing Knowledge Base and automatically generate common FAQ articles:1
Go to Knowledge Base
Click Knowledge Base in the left sidebar.
2
Click Generate FAQs
Click the Generate FAQs button. The AI creates 5 to 10 FAQ articles based on your services, pricing, and policies.
3
Review and verify
Read through each generated FAQ. Edit anything that is not quite right, then click Verify on the ones you approve.
Intelligence Score
Your Intelligence Score (shown at the top of the Knowledge Base page) tells you how well-informed your AI receptionist is, on a scale of 0 to 100.
The score is weighted by category importance:
- Services (20%) and Pricing (15%) matter most — callers ask about these the most
- Hours (15%) and Booking (10%) are next
- Other categories make up the rest
AI Call Learning
After every call, the AI analyses the conversation. If a caller asked something the AI could not answer well, it creates a suggested article for you to review. You will see these suggestions in the Knowledge Base with a “Call Learned” badge. Review them, edit if needed, and verify to add them to your AI’s knowledge. This means your AI gets smarter with every call — without you doing anything.Frequently Asked Questions
How often should I update my Knowledge Base?
How often should I update my Knowledge Base?
Review your Knowledge Base at least once a month, or whenever your business changes (new services, price changes, seasonal hours). The AI Call Learning feature surfaces gaps automatically, so check the “Call Learned” suggestions weekly. Businesses that update their KB monthly see 20-30% higher intelligence scores than those who set-and-forget.
What if two sources conflict?
What if two sources conflict?
Manual edits always win. If you hand-type a price of 120, the AI uses $150. For non-manual conflicts (e.g., website says one thing, Google Business Profile says another), the most recently updated source takes priority. You can always verify the correct article and delete the incorrect one.
Can I export my Knowledge Base?
Can I export my Knowledge Base?
Currently, there is no one-click export. You can view all articles in the Knowledge Base page, organised by category. If you need a backup or want to migrate data, contact support and we can provide your articles in a structured format.
Does the AI use all articles on every call?
Does the AI use all articles on every call?
No. Critical categories (Services, Pricing, Hours) are always included in the AI’s prompt so they are available instantly. Other categories (FAQ, Policies, Team, etc.) are retrieved on demand using intelligent search — the AI pulls the most relevant articles based on what the caller is asking about. This keeps responses fast and accurate.