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Use Settings → Knowledge base to give the agent durable information about your business, policies, services, inventory, or workflows. Each knowledge entry includes:
  • Topic: the short label for the entry.
  • Expiry date: optional date after which the entry should no longer be used.
  • Content: the actual information the agent can rely on.

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Create a knowledge entry

  1. Go to Settings → Knowledge base.
  2. Add a new entry.
  3. Enter a clear topic, such as Service department hours or Loaner vehicle policy.
  4. Add the content.
  5. Set an expiry date only when the information is temporary.
  6. Save the entry.

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Writing guidance

  • Prefer concrete facts over vague guidance.
  • Keep one topic per entry.
  • Include exact names, phone numbers, addresses, links, and operating rules when the agent may need them.
  • Use expiry dates for promotions, temporary staffing changes, seasonal hours, or limited-time policies.
Screenshot placeholder: add a screenshot of an example knowledge base entry.