Knowledge & FAQs

Teach the AI about your business so it answers callers accurately — import your website, paste in your policies, and add FAQs. Sensitive answers wait for your approval before the AI uses them.

How the AI learns about you

Open Knowledge from the sidebar. It has two tabs: Sources (bigger bodies of knowledge like your website or a pasted document) and FAQs (short question-and-answer pairs the agent can quote directly). The more you add, the better the AI handles real calls.

Import your website

The fastest way to get started. Paste your web address and we crawl your site through its sitemap, turning each page into knowledge the AI can draw on.

1
Go to Knowledge and stay on the Sources tab.
2
In Import your website, type your address (for example yourbusiness.com) and press Import.
3
The source appears with a status badge — Queued, then Importing, then Ready once its pages are indexed.
4
Later, use the re-import button on a website source to pull in your latest pages after you have updated your site.

TipImporting runs in the background, so you can leave the page and come back. When a source shows Ready, the AI can use it. A Failed badge shows the reason — usually an unreachable address or a site with no sitemap.

Paste text

For anything that is not on your website — a price list, service details, internal policies — add it directly.

1
On the Sources tab, find the Paste text box.
2
Give it a clear name (for example Pricing sheet) so you can recognize it later.
3
Paste the content and press Add source.

Add FAQs

FAQs are the crispest way to control what the AI says. Each is a question and the exact answer you want the agent to give. Switch to the FAQs tab and press New FAQ.

Question — how a caller would ask it, for example Do you offer free estimates?
Answer — exactly what you want said back, in your own words.
Category (optional) — a label like Pricing or Hours. This groups your FAQs and, for sensitive topics, decides whether the answer needs approval first.

Each FAQ in the list shows how many times it has been used, and an AI-suggested tag when the assistant proposed it for you from your calls and sources. Use Edit to refine an answer or Delete to remove one.

The approval gate for sensitive answers

Some answers carry real consequences if they are wrong. To protect your business, FAQs about sensitive topics — and any FAQ the AI suggested on its own — start out held back for review instead of going live immediately.

ImportantA FAQ whose category touches pricing, legal, medical, refunds, guarantees, cancellations, insurance, warranty, or liability — and every AI-suggested FAQ — is marked Pending review and is withheld from the AI until an owner or admin approves it. Everyday FAQs go live automatically. On the FAQs tab, an owner or admin can press Approve to let the agent start using an answer, or Reject to keep it out. A rejected FAQ shows a Rejected badge and can still be approved later once you have fixed it.

Until a pending FAQ is approved, the AI simply will not offer that answer — it will fall back to your other knowledge or offer to take a message, rather than risk quoting a sensitive detail you have not signed off on.

NoteOnly owners and admins can add sources, write FAQs, and approve or reject them. Team members with other roles can view the knowledge base but not change it.