Knowledge Base

Add questions & answers and documents so your assistant can give callers information.

Application › Knowledge Base

This is where you store what your assistant may tell callers about your business beyond what is already under Business or in your services. Everything here applies to all assistants in the workspace. The page has two tabs: Questions & answers and Documents.

Questions & answers

Answers to questions callers often ask. The assistant only uses confirmed answers; no caller ever hears drafts or open questions.

Templates

If you picked an Industry preset under Business, you'll find ready-made questions for your industry here. For Bike shop with workshop these cover sales and the workshop, from payment and drop-off & pick-up to leasing, rental and trade-in. The All / Sales / Workshop filter narrows the list; at the top you see how many questions are answered.

Some questions the assistant answers directly from Business or your services, such as opening hours, address or parking. They are marked Answered from; keep that information up to date there.

Without an industry preset you add your own questions.

Own question

Own question adds a question no template covers, e.g. "Do you have a workshop hotline?". You then enter the answer directly in the list. Your questions appear under Own questions. Don't add questions whose answer reveals special-category data (Art. 9 GDPR), e.g. about health.

Giving an answer

Click a question to open it. Depending on the question, you choose an Answer type:

Answer type	How you answer
Choice	You pick a pre-written answer.
Text	You write the answer yourself, at most 300 characters.
Checklist	You mark items of a list, e.g. brands, as We carry or We do not carry, and add more names or notes under Addition.
Callback / transfer	The assistant doesn't answer the question itself. Under What the assistant does you choose Offer a callback or Offer a transfer; under Ask for you say what it should find out for that, e.g. the order number.

Each question is Open, Draft or Confirmed:

As soon as you enter something, it is saved as a draft (Draft saved).
Confirm releases the answer. This only works once it is complete.
To change a confirmed answer, click Edit and save the change with Apply, or drop it with Discard.
Under More actions you put an answer Back to draft (the assistant stops using it) or remove it with Delete answer. A template question stays in the list and is open again.

If the template for an answer no longer exists, it appears under Without a template. Delete it there or add it again as your own question.

On the call:

Confirmed answer: The assistant relies on your answer and passes it on in substance. If your answer is "no", it says so.
Checklist: It says what is listed under We carry or We do not carry. For an item you haven't marked, it says it doesn't know.
Callback / transfer: It doesn't answer and instead offers to connect the caller with someone at the business (only if call transfer is set up on the assistant and transferring is allowed right now) or a callback. If Callback is switched off on the assistant, it says someone at the business has to answer that.
Not stored anywhere: If the answer isn't here, under Business, in your services or in your documents, the assistant says it can't answer that and offers a callback if Callback is switched on.

The assistant uses new or changed confirmed answers on new calls after a few minutes.

Limits

An answer can be at most 300 characters, your own question at most 200 characters.
You can have at most 80 confirmed answers.
All confirmed answers together have a cap on their total size.

When you get close, the page shows at the top how many confirmed answers are left and what percentage of the total is used. Once a limit is reached, shorten an answer or put another one back to draft. Your answers are never cut.

Documents

Longer information, e.g. price lists or process descriptions. Under Add you choose:

Create Text — enter a title and content directly
Upload File — PDF, DOCX or TXT, at most 10 MB
Import URL — take over the content of a web page. Only this one page is imported, not its subpages; add more URLs one by one.

Each document is processed first (Processing) and is then Ready. On Error you have it processed again with Retry. You can Edit texts and re-read imported web pages with Refresh; they are also refreshed automatically once a week. At the top you see how many documents and how much storage you are using.

On the call: The assistant only uses documents with the status Ready.

Good to know

For questions that come up again and again, Questions & answers beats a document: you set the exact answer and confirm it.
No caller hears an answer that is still a draft. After entering one, check that it is Confirmed.
Test your answers by asking the question the way a caller would, see Test your assistant.