Knowledge Base

Provide your AI agents with detailed information about your business, services, and common customer questions.

Accessing Knowledge Base

1. Select your business

2. Click Knowledge Base in the sidebar

3. You'll see the knowledge base editor

What is the Knowledge Base?

The Knowledge Base is a central repository of information about your business that your AI agents (both text messaging and voice) use to answer customer questions accurately.

Think of it as training material for your AI agents. The more comprehensive and accurate your knowledge base, the better your agents perform.

Why Knowledge Base Matters

For AI Text Messaging:

• Provides answers to customer questions

• Ensures consistent information

• Reduces need for human intervention

• Speeds up response time

For AI Phone Agent:

• Helps agent answer questions during calls

• Reduces transfer rate

• Builds customer confidence

• Handles more complex inquiries

For Your Business:

• Maintains brand voice consistency

• Ensures accuracy across all interactions

• Scales your expertise

• Reduces training time for new agents

What to Include

Business Basics

Essential Information:

• Full business name and any DBA names

• Physical address(es)

• Phone number(s)

• Email address(es)

• Website URL

• Hours of operation

• Service area coverage

Example:

Business Name: ABC Plumbing & Heating Services
Also Known As: ABC Plumbing
Address: 123 Main Street, Springfield, CA 90210
Phone: (555) 123-4567
Email: info@abcplumbing.com
Website: www.abcplumbing.com
Hours: Monday-Friday 8 AM - 6 PM, Saturday 9 AM - 2 PM, Sunday Emergency Only
Service Area: Springfield and surrounding areas within 25 miles

Services Offered

Detailed Service Descriptions:

For each service you offer, include:

• Service name

• What it includes

• Typical duration

• Price range (if comfortable sharing)

• When customers need it

• What to expect

Example:

SERVICE: Drain Cleaning

What it includes:
- Complete inspection of drain system
- Professional high-pressure cleaning
- Camera inspection (if needed)
- Minor repairs for clogs
- Prevention recommendations

Typical Duration: 1-2 hours

Price Range: $150-$350 depending on severity and location

When needed:
- Slow draining sinks or tubs
- Recurring clogs
- Foul odors from drains
- Multiple drains backing up
- Preventive maintenance

What to expect:
- Technician arrives with professional equipment
- Diagnoses the issue
- Provides upfront quote
- Completes cleaning
- Tests to ensure proper drainage
- Provides maintenance tips

Frequently Asked Questions

Common Customer Questions:

Format each FAQ as:

• Question: (exactly as customers ask it)

• Answer: (clear, complete, helpful answer)

Must-Have FAQs:

Scheduling & Availability

Q: How quickly can you come out?
A: For normal service requests, we typically schedule within 24-48 hours. 
We also offer same-day service for an additional fee, and 24/7 emergency service 
for urgent issues like major leaks or flooding.

Q: Do you offer weekend appointments?
A: Yes! We're open Saturday mornings from 9 AM to 2 PM for scheduled appointments. 
We also have 24/7 emergency service available for urgent issues.

Q: How long is the appointment?
A: Most service calls take 1-2 hours, but we'll give you a better estimate 
when we understand your specific issue.

Pricing & Payment

Q: How much does it cost?
A: We charge a $75 service call fee which includes diagnosis. Once we identify 
the issue, we provide an upfront quote for the repair before starting work. 
Most repairs range from $150 to $500 depending on complexity.

Q: Do you charge for estimates?
A: Our $75 service call fee covers the estimate. If you approve the work, 
this fee is applied to the total cost of the repair.

Q: What payment methods do you accept?
A: We accept cash, checks, all major credit cards (Visa, MasterCard, American 
Express, Discover), and offer financing options for larger jobs over $1,000.

Service Area

Q: Do you service my area?
A: We serve Springfield and all surrounding areas within 25 miles, including 
Shelbyville, Capital City, and Ogdenville. If you're unsure if we service 
your area, just provide your zip code and we can confirm!

Q: Do you charge a travel fee?
A: For service within Springfield city limits, there's no travel fee. For 
areas 10-25 miles outside Springfield, we charge a $25 travel fee.

Emergency Service

Q: Do you offer emergency service?
A: Yes! We have 24/7 emergency service available for urgent plumbing issues 
like major leaks, flooding, burst pipes, no hot water, or sewage backups.

Q: What's considered an emergency?
A: Emergencies include active flooding, burst pipes, major leaks, sewage 
backups, no water at all, gas leaks, or any issue causing immediate property 
damage.

Q: How much is emergency service?
A: Emergency service after hours and on Sundays has a $150 emergency fee plus 
our standard service rates. We provide upfront pricing before starting work.

Qualifications & Trust

Q: Are you licensed and insured?
A: Yes! We're fully licensed (CA #987654), bonded, and insured. All our 
technicians are certified professionals with ongoing training.

Q: Do you offer warranties?
A: Absolutely! All our work comes with a 1-year labor warranty. Parts are 
covered by manufacturer warranties which vary by product.

Q: How long have you been in business?
A: ABC Plumbing has been serving Springfield since 1985 - over 35 years of 
trusted service to our community!

Policies & Procedures

Important Business Policies:

Cancellation Policy:

We understand plans change. Please give us 24 hours notice if you need to 
reschedule. Same-day cancellations or no-shows may incur a $50 fee.

Service Guarantee:

Your satisfaction is our priority. If you're not completely happy with our 
work, let us know within 7 days and we'll make it right at no additional charge.

Safety Protocols:

All our technicians are background checked, uniformed, and carry ID badges. 
They'll call before arriving and wear protective shoe covers in your home.

COVID-19 Procedures (if applicable):

We follow all recommended health guidelines including mask-wearing (upon 
request), social distancing, and sanitizing equipment between jobs.

Special Offers & Promotions

Current Promotions:

FIRST-TIME CUSTOMER: $25 off any service over $150
SENIOR DISCOUNT: 10% off for customers 65 and older (Monday-Thursday)
MAINTENANCE PLAN: Sign up for our annual maintenance plan and save 15% on all repairs
REFERRAL BONUS: Refer a friend and get $50 off your next service when they book

How to Redeem:

Mention the discount when booking your appointment. Some discounts cannot 
be combined. Ask our team which discount saves you the most!

Service Area Details

Specific Coverage:

PRIMARY SERVICE AREA (No Travel Fee):
- All Springfield zip codes: 90210, 90211, 90212, 90213
- Downtown Springfield
- Springfield Heights
- West Springfield

EXTENDED SERVICE AREA ($25 Travel Fee):
- Shelbyville (all areas)
- Capital City (within city limits)
- Ogdenville
- North County (within 25 miles)

We do NOT service:
- Areas more than 25 miles from Springfield
- Mountain areas requiring 4WD access
- Islands or areas requiring ferry access

Industry-Specific Knowledge

For Plumbing Example:

WATER HEATER INFORMATION:
- Average lifespan: 8-12 years
- Signs of failure: rusty water, strange noises, leaking, inconsistent temperature
- Tank vs. tankless: We can explain the pros/cons and help you choose
- Installation time: 2-4 hours typically
- Cost range: $800-$2,500 installed depending on type and size

COMMON PLUMBING EMERGENCIES:
- Burst pipe: Shut off main water valve, call immediately
- No hot water: Check pilot light, then call if issue persists
- Toilet overflow: Shut off valve behind toilet, call for help
- Sewage backup: Don't use any water, call emergency service immediately

Booking & Scheduling Information

How Appointments Work:

SCHEDULING PROCESS:
1. You describe your plumbing issue
2. We provide an estimated cost range if possible
3. We offer available appointment times
4. You choose what works best for you
5. We send confirmation via text and email
6. Technician calls 30 minutes before arriving
7. Service is performed with upfront pricing
8. Payment due upon completion

TIME SLOTS AVAILABLE:
Morning: 8 AM - 12 PM
Afternoon: 12 PM - 5 PM
We provide 2-hour arrival windows (not exact times)

WHAT TO PREPARE:
- Ensure someone 18+ is home
- Clear access to the problem area
- Secure any pets
- Have any relevant paperwork handy (for warranty work)

Organizing Your Knowledge Base

Structure Your Information

Use Clear Headings:

• Business Information

• Services & Pricing

• Scheduling & Availability

• FAQs

• Policies

• Special Offers

• Emergency Service

Use Consistent Formatting:

• Bold important terms

• Use bullet points for lists

• Keep paragraphs short

• Number steps in processes

Be Specific:

• Use actual prices (ranges are okay)

• Give real examples

• Provide exact hours

• List actual zip codes or cities

Writing Style

Be Conversational:

• Write how you'd speak to a customer

• Use "we" and "you"

• Be friendly but professional

• Avoid jargon or technical terms

Be Clear:

• Short sentences

• Simple words

• Get to the point

• Answer completely

Be Helpful:

• Anticipate follow-up questions

• Provide context

• Offer alternatives

• Give next steps

Updating Your Knowledge Base

When to Update

Immediately:

• Price changes

• Hours changes

• New services added

• Services discontinued

• Policy changes

• Special promotions start/end

Monthly:

• Review for accuracy

• Add new common questions

• Remove outdated information

• Refine unclear answers

Seasonally:

• Update for seasonal services

• Adjust messaging for weather

• Add seasonal promotions

• Update availability

How to Update

1. Go to Knowledge Base page

2. Edit the content

3. Save changes

4. Changes take effect immediately for new conversations

5. Test with AI agents to verify

Testing Your Knowledge Base

Ask Questions:

• Use the messaging playground

• Call your phone agent

• Ask common customer questions

• Verify correct answers are given

Have Others Test:

• Team members

• Friends/family

• Trusted customers

• Ask them to ask tough questions

Review AI Interactions:

• Read conversation transcripts

• Listen to call recordings

• Find questions AI couldn't answer

• Add those answers to knowledge base

Common Mistakes to Avoid

Too Vague:❌ "We're affordable"
✅ "Most services range from $150-$500"

Too Complex:❌ "Our hydro-jetting utilizes high-pressure water propulsion to eliminate calcification and debris accumulation in your drainage infrastructure"
✅ "We use professional high-pressure cleaning to remove clogs from your drains"

Incomplete:❌ "Q: Do you offer emergency service? A: Yes"
✅ "Q: Do you offer emergency service? A: Yes! We have 24/7 emergency service with a 2-hour response time for urgent issues like flooding or burst pipes."

Outdated:❌ Prices from 2 years ago still listed
✅ Current prices or clear statement "Prices vary, we provide upfront quotes"

Missing Key Info:❌ Doesn't mention service area
✅ Clearly states "We serve Springfield and surrounding areas within 25 miles"

Advanced Tips

Handle Objections

Address Common Objections:

"You're too expensive"
We provide upfront pricing so there are no surprises. Our licensed, 
experienced technicians ensure the job is done right the first time, 
which saves you money in the long run. We also offer financing for 
larger jobs.

"I'll call you back"
We understand! Would you like me to hold a tentative appointment time 
for you? I can book you in and you can always cancel without charge with 
24 hours notice.

"I'm getting other quotes"
Smart move! We're confident our combination of quality, speed, and fair 
pricing will win your business. Can I schedule a free estimate for you?

Build Trust

Trust Indicators to Include:

• Years in business

• License numbers

• Insurance information

• Certifications

• Awards or recognition

• Customer reviews/ratings

• Better Business Bureau rating

• Community involvement

Create Urgency (When Appropriate)

For Emergency Services:

Don't wait on a water leak! Even small leaks can cause thousands of 
dollars in water damage. We can be there within 2 hours to prevent 
further damage.

For Seasonal Services:

Don't wait until your AC breaks on the hottest day of summer! Schedule 
your maintenance now while we have availability. July and August book 
up fast!

Knowledge Base Checklist

Use this checklist to ensure completeness:

Basic Information

• [ ] Business name and contact info

• [ ] Hours of operation

• [ ] Service area clearly defined

• [ ] Emergency service details

Services

• [ ] All services listed

• [ ] Service descriptions written

• [ ] Price ranges provided (or pricing explanation)

• [ ] Duration estimates given

FAQs

• [ ] At least 15-20 FAQs written

• [ ] Covers scheduling

• [ ] Covers pricing

• [ ] Covers service area

• [ ] Covers qualifications

• [ ] Covers policies

Policies

• [ ] Cancellation policy

• [ ] Payment policy

• [ ] Guarantee/warranty info

• [ ] Service process explained

Trust & Credibility

• [ ] Licenses mentioned

• [ ] Insurance confirmed

• [ ] Years in business

• [ ] Certifications noted

Booking

• [ ] How to schedule explained

• [ ] What customers should prepare

• [ ] What to expect during service

Next Steps

After building your knowledge base:

1. Test with AI agents - Verify answers are correct

2. Update regularly - Keep information current

3. Monitor conversations - Find gaps in knowledge

4. Train your team - Ensure everyone knows the same info

5. Review Business Settings - Complete your setup

Remember: Your knowledge base is never truly "done." It's a living document that should grow and improve as your business evolves and you learn what customers ask about most!