Knowledge is what your agent can say beyond the basics: policies, parking, aftercare, who does what. There are three ways to add it, all on the Knowledge page in the sidebar.
Write an answer
- Open Knowledge, then the Answers tab.
- Press Write an answer.
- Type the question as a caller asks it, then what the agent says.
- Press Save answer.
Written answers go live on their own. There is no publish step, and the agent usually has them within a minute. Use Find an answer to search, Check it to read one, and Rewrite it to change the wording.
Add a text section or a document
- Open Knowledge, then Sources, and press Add source.
- Choose Knowledge type: Text section or Document.
- Enter a Title. For a text section, paste or type the Knowledge text. For a document, choose the file.
- Press Add knowledge.
Documents can be PDF, DOC, DOCX, TXT or JSON, up to 5 MB each. Each source shows a status: Waiting, Uploading, Processing, Live, Failed or Removing. Use Preview to see what was read, Replace to upload a new version, and Delete to remove it.
Keep prices in the services list
If a section mentions a price, the page notes that the agent quotes the figure from your services list, not from the text. See add services and prices.
Is there a limit to how much I can add?
Each document must be under 5 MB, and the page refuses a larger file before it is sent. Short, specific sections work better than one long document.
Do I have to publish after adding knowledge?
No. Knowledge goes live once it finishes processing, usually under a minute. In the setup wizard, anything typed is added when you press Save step and continue →.
Can I add my website instead of typing?
Yes. See read your website into knowledge.