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Teach your agent about your business, so it can answer customers the way you would. Your agent answers from what you put here, and nothing else. This step decides how much it handles on its own, and how often it has to hand a customer back to you. You’ll find it under Agent > Knowledge Start with the templates On the Knowledge page, choose Get the templates. We’ve written the files a business like yours usually needs, filled in with the kind of thing customers ask. Download them, replace our details with yours, and upload them back into the matching folders. Each folder also offers its own template while it’s empty, so you can do them one at a time.

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Your folders

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Three ways to add knowledge

Add URL
Point your agent at a page that already explains your business.
Add files
Upload what you already have. A service list, a policy sheet.
Create text
Write it directly. Best for what lives in your head and nowhere else.

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Add knowledge to a folder

  1. Open the folder You’ll see what’s already in it, and the same three ways to add more.
  2. Add a URL, a file, or write text Choose Create text and an editor opens on the right. Title it the way a customer would ask it, then write the answer underneath.
  3. Save changes Your agent uses the new version from then on. Come back and edit whenever your hours or policies change.

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If you don’t use a booking tool

Your agent can still quote. Add your prices and how long each service takes, and it answers with them.

It won’t book. It takes the request, tells the customer you’ll confirm, and sends it to you. Connect a booking tool later and your agent books on its own, and stops reading those two files.

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What your agent does with this

Your agent answers only from what’s here. When a customer asks something you haven’t covered, it says it doesn’t know and passes the conversation to you, instead of making something up. Those questions land in Questions you get asked, so you can answer them once and stop seeing them.
Last modified on August 25, 2026