Your Assistant's Knowledge Base — What to Add First

The AI Assistant answers based only on what you actually tell it — nothing more, nothing less. It doesn't guess or make up information about your business. That's why the quality of your knowledge base directly shapes the quality of the conversations it has. Here's where to start.

Two ways to get started

When creating a new assistant, you can either give it your website address and let it automatically analyse the content (business name, greeting, a handful of initial knowledge snippets — from your terms, pricing, contact details), or skip that step and fill everything in manually. Auto-learning is a good starting point even if you plan to refine everything later — it saves time on typing the basics.

What's worth having in the knowledge base from day one

• Business hours — the single most common first question.
• Services offered — specific, not vague. "We repair car air conditioning for all makes" works better than "we provide automotive services".
• Price range — even an approximate one. Customers will ask anyway; a rough answer beats none.
• Address and directions — especially important for businesses with a physical location.
• Booking/cancellation rules — if you have policies (e.g. cancel with 24 hours' notice), it's worth configuring them right away.

What to do about questions you haven't anticipated

You don't need to anticipate everything upfront. When the assistant hits a question outside what's configured, it never guesses an answer — it honestly tells the caller it doesn't have that information right now, and logs the topic as a "knowledge suggestion" in your panel. There, you see a list of real questions callers have actually asked, and add a ready answer to the knowledge base with one click — no need to guess what customers might ask, because you can see exactly what they do ask.

Other sections worth setting up alongside knowledge

Beyond general business knowledge, the assistant editor has separate sections for transfers and contacts (who to route a call to for a specific matter), conversation topics (what information to collect for typical enquiries), and alert situations (what counts as urgent). Filling these in early saves time later.

The best knowledge base isn't the one that anticipates everything upfront — it's the one that grows alongside real customer questions.

Start with the basics (hours, services, pricing, address), turn on auto-learning if you have a website, and let knowledge suggestions handle the rest — it's a natural, self-improving process, not a one-off task to check off.