Knowledge

Knowledge is the approved information your agent can use to answer common caller questions.

Core services

List the services callers most often ask about. Use the terms your customers use, not only internal product names. Separate distinct services so each description stays focused.

Frequent questions and answers

Add direct, customer-safe answers for repeated questions. A useful answer:

• begins with the actual answer;
• uses one or two short paragraphs;
• states a limitation when staff confirmation is required;
• points to the next appropriate step.

Keep one main intent in each entry. Separate service area, pricing, availability, preparation, and policy answers so a caller receives only the relevant information. Include common alternate wording in the question instead of creating several copies with different answers.

For detailed examples and a review checklist, see Build helpful FAQs.

Selling points and pricing notes

Add claims only when they are accurate and approved. Pricing notes should explain the safe range or decision process without promising a final quote when one requires review.

Source review

Approved website information may be represented as reviewed source material. New source requests should be reviewed before their contents become caller guidance. A request to review a source is not proof that every page has already been added.

Prioritize durable pages containing services, service areas, policies, and contact information. Avoid importing news feeds, customer portals, legal archives, or pages whose content changes without review.

Preview and save

Use the available retrieval preview to check whether a common question returns the expected customer-safe answer. Save the section, start a new conversation, and ask the question in more than one natural way.

Do not add passwords, private customer records, employee-only procedures, or information you would not publish to a caller.

Maintenance rhythm

Review Knowledge whenever your services, hours, service areas, pricing guidance, or policies change. Remove outdated entries instead of adding a newer contradictory answer. After a material update, test a direct question and a natural paraphrase in a new conversation.