Knowledge Overview

Knowledge is the information AI Receptionist can use to answer callers. Good knowledge keeps calls short, accurate, and helpful.

Approved Knowledge Controls Answers

The AI answers only from approved knowledge. If a caller asks about something missing, the AI should follow your fallback behavior instead of making up an answer.

Fallback options can include:

• ask again
• take a message
• transfer to a human
• end politely

Knowledge Sections

Use the knowledge area to manage:

• Business basics
• Hours
• Services
• FAQs
• Pricing
• Policies
• Custom info
• Website imports
• File uploads

Card Behavior

Some knowledge sections use cards. Each card can have a behavior:

Behavior	What It Does
Answer	The AI answers from the card.
Take message	The AI captures caller details instead of answering fully.
Transfer	The AI transfers when the card is matched and transfer is available.

Use Active to control whether a card can be used.

Review Regularly

Update knowledge whenever hours, prices, services, staff availability, or policies change. Outdated knowledge is the most common reason callers hear incorrect answers.