Add your knowledge base

What to put in it

Add the material you would give a new starter on their first day: your services and prices, opening hours, how you handle enquiries, your most-asked questions, and the answers you're happy to put in writing.

• Price lists, service pages and brochures
• Your existing FAQ or help content
• Policies — returns, cancellations, turnaround times
• Worked examples of good replies in your own words

What makes a good source

Clear, plain documents work best. One subject per document is easier to keep current than one enormous file, and short answers in your own voice are better than marketing copy.

How quickly changes take effect

When you add or correct a document, the agent uses the updated version in its answers — you don't need to rebuild anything. Update the source, not the conversation.

Keep it fresh

Review your knowledge when prices, services or policies change. Out-of-date sources are the single most common reason an agent gives an answer you didn't expect.

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