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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.

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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.
Manual edits are never overwritten. If you correct your pricing by hand and then re-scan your website, the AI keeps your manual pricing, not whatever it finds on the website.

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The 12 knowledge categories

Every piece of information in your Knowledge Base belongs to one of these categories:
CategoryWhat it coversExample
ServicesWhat you offer”We offer emergency plumbing, boiler repair, and bathroom fitting”
PricingHow much things cost”Callout fee is £75, boiler service is £120”
HoursWhen you are open”Monday to Friday 8am-6pm, Saturday 9am-1pm”
LocationWhere you are”Based in Manchester, covering a 20-mile radius”
BookingHow appointments work”We offer same-day appointments for emergencies”
PoliciesTerms, guarantees, cancellations”24-hour cancellation policy, all work guaranteed for 12 months”
TeamStaff information”Dave has 15 years experience and is Gas Safe registered”
FAQCommon questions”Yes, we offer free estimates for all jobs”
PromotionsCurrent offers”10% off boiler servicing this month”
PaymentsHow to pay”We accept card, bank transfer, and cash”
EmergencyOut-of-hours procedures”For emergencies outside hours, call our emergency line”
CustomAnything elseWhatever does not fit the other categories

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How to manage your Knowledge Base

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Adding an article

1

Go to Knowledge Base

Click Knowledge Base in the left sidebar.
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.

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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.

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Deleting an article

Click the article, then click the Delete button. The AI will no longer reference this information.
Deleting a Knowledge Base article means the AI will not know that information anymore. If a caller asks about a deleted topic, the AI will say it does not have that information.

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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.

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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.

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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.

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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.
Your manual edits are protected during a re-scan. Only information that was originally scraped (not hand-edited) gets updated.

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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.

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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.
ScoreRatingWhat it means
80-100ExcellentYour AI can answer almost anything callers ask
60-79GoodMost topics covered, a few gaps
40-59FairYour AI will struggle with many questions
0-39PoorYour AI is missing critical information
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
Aim for a score of 70 or above before going live. The most important things to add are: what you do, what you charge, and when you are open.

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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.