> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge Base

> Teach your AI receptionist everything about your business — services, pricing, hours, FAQs, and more. [Manage your Knowledge Base](https://app.closethecall.com/knowledge) in the dashboard.

## 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.

```mermaid theme={null}
flowchart TD
    subgraph Sources["5 Data Sources"]
        S1["Website Scrape"]
        S2["Google Business Profile"]
        S3["Manual Entry"]
        S4["Document Upload<br/>(PDF, TXT, CSV)"]
        S5["AI Call Learning"]
    end

    subgraph Categories["12 Knowledge Categories"]
        C1["Services (20%)"]
        C2["Pricing (15%)"]
        C3["Hours (15%)"]
        C4["Booking (10%)"]
        C5["Location / FAQ / Policies<br/>Team / Promotions / Payments<br/>Emergency / Custom (40%)"]
    end

    subgraph Output["AI Output"]
        IS["Intelligence Score<br/>(0-100)"]
        SP["System Prompt<br/>(built from articles)"]
        AI["AI Receptionist<br/>answers calls"]
    end

    S1 --> Categories
    S2 --> Categories
    S3 --> Categories
    S4 --> Categories
    S5 --> Categories

    Categories --> IS
    Categories --> SP
    SP --> AI
    AI -->|"Transcript analysis"| S5
```

## Where does the information come from?

Your Knowledge Base is populated from 5 different sources:

<CardGroup cols={3}>
  <Card title="Website Scrape" icon="globe">
    When you sign up, we automatically scan your website and extract business information — services, prices, hours, contact details, and FAQs.
  </Card>

  <Card title="Google Business Profile" icon="google">
    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.
  </Card>

  <Card title="Manual Entry" icon="pen">
    You can add, edit, or delete any piece of information directly in the dashboard. Manual edits always take priority over scraped data.
  </Card>

  <Card title="Document Upload" icon="file-arrow-up">
    Upload PDF, TXT, or CSV files — price lists, service menus, policy documents. The AI reads them and adds the information to your Knowledge Base.
  </Card>

  <Card title="AI Call Learning" icon="brain">
    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.
  </Card>
</CardGroup>

<Tip>
  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.
</Tip>

## The 12 knowledge categories

Every piece of information in your Knowledge Base belongs to one of these categories:

| Category       | What it covers                   | Example                                                            |
| -------------- | -------------------------------- | ------------------------------------------------------------------ |
| **Services**   | What you offer                   | "We offer emergency plumbing, boiler repair, and bathroom fitting" |
| **Pricing**    | How much things cost             | "Callout fee is $75, boiler service is $120"                       |
| **Hours**      | When you are open                | "Monday to Friday 8am-6pm, Saturday 9am-1pm"                       |
| **Location**   | Where you are                    | "Based in Manchester, covering a 20-mile radius"                   |
| **Booking**    | How appointments work            | "We offer same-day appointments for emergencies"                   |
| **Policies**   | Terms, guarantees, cancellations | "24-hour cancellation policy, all work guaranteed for 12 months"   |
| **Team**       | Staff information                | "Dave has 15 years experience and is Gas Safe registered"          |
| **FAQ**        | Common questions                 | "Yes, we offer free estimates for all jobs"                        |
| **Promotions** | Current offers                   | "10% off boiler servicing this month"                              |
| **Payments**   | How to pay                       | "We accept card, bank transfer, and cash"                          |
| **Emergency**  | Out-of-hours procedures          | "For emergencies outside hours, call our emergency line"           |
| **Custom**     | Anything else                    | Whatever does not fit the other categories                         |

## How to manage your Knowledge Base

### Adding an article

<Steps>
  <Step title="Go to Knowledge Base">
    Click **Knowledge Base** in the left sidebar of your [dashboard](https://app.closethecall.com/knowledge).
  </Step>

  <Step title="Click Add Article">
    Click the **Add Article** button at the top right.
  </Step>

  <Step title="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
  </Step>

  <Step title="Save">
    Click **Save**. The article is immediately available to your AI on the next call.
  </Step>
</Steps>

### 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.

<Warning>
  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.
</Warning>

### 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

<Steps>
  <Step title="Go to Knowledge Base">
    Click **Knowledge Base** in the left sidebar.
  </Step>

  <Step title="Click Upload Document">
    Click the **Upload** button.
  </Step>

  <Step title="Select your file">
    Choose a PDF, TXT, or CSV file from your computer. Maximum file size is 10MB.
  </Step>

  <Step title="Review the results">
    The system extracts the information and creates Knowledge Base articles. Review them and verify anything that looks correct.
  </Step>
</Steps>

<Info>
  Good files to upload: price lists, service menus, staff bios, policy documents, brochures. The AI reads them and makes the information available on calls.
</Info>

## Re-scanning your website

If you have updated your website with new services or prices, you can tell the AI to re-scan it:

<Steps>
  <Step title="Go to Knowledge Base">
    Click **Knowledge Base** in the left sidebar.
  </Step>

  <Step title="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.
  </Step>
</Steps>

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

## Auto-generating FAQs

The AI can look at your existing Knowledge Base and automatically generate common FAQ articles:

<Steps>
  <Step title="Go to Knowledge Base">
    Click **Knowledge Base** in the left sidebar.
  </Step>

  <Step title="Click Generate FAQs">
    Click the **Generate FAQs** button. The AI creates 5 to 10 FAQ articles based on your services, pricing, and policies.
  </Step>

  <Step title="Review and verify">
    Read through each generated FAQ. Edit anything that is not quite right, then click **Verify** on the ones you approve.
  </Step>
</Steps>

## 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.

| Score  | Rating    | What it means                                  |
| ------ | --------- | ---------------------------------------------- |
| 80-100 | Excellent | Your AI can answer almost anything callers ask |
| 60-79  | Good      | Most topics covered, a few gaps                |
| 40-59  | Fair      | Your AI will struggle with many questions      |
| 0-39   | Poor      | Your 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

<Tip>
  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.
</Tip>

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="What if two sources conflict?">
    **Manual edits always win.** If you hand-type a price of $150 and your website says $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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>