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Knowledge base

The Knowledge tab on the AI Agent page is your agent’s brain. Everything you enter here is what the agent answers customers from — and only this. The agent never guesses: if a fact isn’t in the knowledge base, it won’t claim it. That makes this tab the single most important part of your agent setup.

Leave any field empty to skip it; the agent simply won’t cover that topic.

What lives in the Knowledge tab

Business info

Eight structured fields that cover the questions almost every customer asks:

  • What the business does — your elevator pitch: who you are, what you offer, who it’s for.
  • Return / refund policy
  • Delivery & shipping
  • Accepted payment methods
  • How to purchase — where and how customers buy or sign up.
  • Contact email
  • Hours of operation
  • Address

Fill in what applies, then click Save business info. A service business can leave shipping empty; a shop should fill every commerce field.

FAQ

Question-and-answer pairs for anything specific to your business. Type a Question and its Answer, click Add FAQ. FAQs are the fastest way to make the agent noticeably smarter — every real question a customer has asked you is a great candidate. Remove outdated entries with Remove.

Websites

Paste a URL and click Add & scan — the page is read and its text becomes part of the agent’s knowledge. Each entry shows how many characters were captured, so you can tell at a glance whether the scan actually got your content. Scan the pages that carry facts: pricing page, service descriptions, FAQ page.

If a page can’t be read (blocked or empty), you’ll see an error — check the URL, or copy the content into a text file and upload it as a file instead.

Files

Upload documents with Upload PDF / DOCX / TXT — supported types are PDF, DOCX, TXT, and Markdown (.md), up to 25 MB per file. The text is extracted and added to the agent’s knowledge; each file shows how many characters were read.

Good candidates: price lists, service brochures, onboarding guides, policy documents. For very long documents only the first portion is used, so upload focused documents rather than a 300-page catalog — a short, current price list beats a giant everything-PDF.

Skills

Skills are custom instructions the agent applies on its own when a situation matches. Each skill has three parts:

  • a short title (lowercase-with-hyphens, e.g. discount-requests),
  • a when rule — When should the agent apply this? (e.g. “When someone asks for a discount”),
  • the instruction itself (e.g. “Never offer unprompted discounts. If someone asks, mention the 10% annual-plan saving and nothing else.”).

Use skills to encode your playbook: how to react to price objections, what to say to existing customers, when to steer toward a call.

How to write good knowledge

  • Be specific. Names, numbers, prices, durations, links. Vague knowledge produces vague answers.
  • Be factual. The agent treats everything here as true and states it confidently. Don’t put aspirations or drafts in the knowledge base.
  • Stay current. Put an end date on every promotion (“20% off with code SUMMER, valid until 31 August”). The agent knows today’s date and won’t push an offer it can see has expired — but only if you gave it the date.
  • Cover the “unhappy” paths too. Refunds, cancellations, complaints — customers ask about these, and an agent with no answer has to hand off to you every time.
  • One fact, one place. If your price appears in a FAQ, a PDF, and a scanned page, you’ll eventually update one and forget the others. Keep a single source per fact where you can.

What the agent does when it doesn’t know something

When a customer asks something outside the knowledge base, the agent doesn’t improvise. It honestly says it will check, and offers to connect a human. It is explicitly forbidden from inventing prices, availability, events, or promises.

That means unanswered questions surface naturally in your Inbox — treat each one as a to-do: answer the customer yourself, then add the answer as a new FAQ so the agent handles it next time.

Keeping knowledge current

Make it a routine, not a one-off:

  1. When anything changes — prices, hours, offers — update Business info and the affected FAQs the same day. Changes are live for the very next reply; there’s nothing to re-deploy.
  2. After changing a website, Remove the scanned entry and Add & scan it again.
  3. Replace uploaded files when a new version exists (remove the old one first).
  4. Once a month, skim your agent’s conversations in the inbox: questions it couldn’t answer become new FAQs; answers that sounded off get their source fact sharpened.

Worked example: knowledge set for an online fitness coach

Ben sells 1:1 online fitness coaching. Here’s a knowledge set that makes his agent genuinely useful.

Business info

  • What the business does: “BFit Coaching — 1:1 online fitness and nutrition coaching for busy professionals. Personal training plan, weekly video check-in, nutrition guidance and 7-days-a-week WhatsApp support from coach Ben. Programs run 3, 6 or 12 months.”
  • How to purchase: “Book a free 20-minute intro call via the booking link. After the call you get a personal offer; you start by signing the coaching agreement and paying the first month.”
  • Accepted payment methods: “Credit card, SEPA direct debit, PayPal. Monthly billing.”
  • Return / refund policy: “14-day money-back guarantee on the first month, no questions asked. After that, monthly cancellation at the end of each billing month.”
  • Contact email: “ben@bfit-coaching.com”
  • Hours of operation: “Coaching support daily 8:00–20:00 CET. Intro calls Mon–Fri 9:00–18:00.”

FAQ (5 entries)

  1. Q: What does the coaching cost? — A: “1:1 coaching is €199/month for the 6-month program and €249/month for the 3-month program. The 12-month program is €169/month. All programs include the training plan, nutrition guidance, weekly check-ins and daily WhatsApp support.”
  2. Q: Do I need a gym membership or equipment? — A: “No. Your plan is built around what you have — gym, home equipment, or just body weight. Tell us your setup on the intro call and the plan is made to fit.”
  3. Q: How fast will I see results? — A: “Most clients feel a clear difference in energy and strength after 3–4 weeks and see visible changes after 8–12 weeks of consistent training. We track progress together in the weekly check-in, so you always know where you stand.”
  4. Q: What if I travel a lot for work? — A: “That’s exactly who the program is built for. You get hotel-room and minimal-equipment workout versions of your plan, and check-ins are flexible video calls you can take from anywhere.”
  5. Q: Can I pause or cancel the coaching? — A: “You can pause once per program for up to 4 weeks (vacation, illness, crunch time at work) at no cost. Cancellation is possible at the end of each billing month after the minimum term of your program.”

One skill

  • Title: price-objection — When: “When someone says the coaching is too expensive” — Instruction: “Acknowledge the concern, then reframe against alternatives: a gym with a personal trainer twice a week costs €400+ per month. Point out the 14-day money-back guarantee and suggest the free intro call as a zero-risk next step. Never offer a discount.”

With this set, Ben’s agent answers pricing, logistics, and skepticism on its own — and books intro calls via the link on the Appointments tab. See AI agent overview for the remaining setup, and Handover & reply hours for when Ben himself takes over.