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Custom Info Knowledge

Custom info is for caller details that do not fit neatly into hours, services, FAQs, pricing, or policies.

Good Custom Info Examples​

Use custom cards for:

  • parking notes
  • directions inside a building
  • door codes or check-in instructions when safe to share
  • service area exceptions
  • urgent call rules
  • staff extension guidance
  • special event instructions
  • seasonal notes

Card Fields​

Each custom card can include:

  • title
  • content
  • keywords
  • optional transfer phone
  • behavior
  • active status

Example:

Title: Parking
Content: Free parking is available in front of the building and behind the shop.
Keywords: parking, where to park, directions
Behavior: Answer
Active: On

Optional Transfer Phone​

Use an optional transfer phone only when a specific custom topic should go to a different person. If you are unsure, leave it blank and use the default transfer phone.

Keep It Caller-Safe​

Do not add private passwords, gate codes, personal staff information, or sensitive customer data unless it is intended to be spoken to callers.