The knowledge base stores confirmed information about your business: services, products, prices, addresses, schedules and answers to common questions. AI employees answer customers based on this information, so keep it complete and up to date.
Where to find it
- In the top menu, open “Knowledge base”.
- Choose the “Business data” section.
Next to it are the “Reply templates”, “Documents” and “Profile and contacts” sections.
How information is organized
Information is split into sections, and the sections are collected into three groups:
| Group | Sections |
|---|---|
| “What we offer” | “Services”, “Products”, “Menu”, “Rooms”, “Room rates” |
| “How we work” | “Schedule”, “Specialists”, “Addresses”, “Service areas”, “Tables”, “Delivery zones” |
| “Customer answers” | “FAQs” |
Only enabled sections are shown on the page. At the top, you see how many confirmed entries and active sections you have.
How to turn a section on or off
- Click “Manage sections”.
- Look at the “Recommendations for your business” block, if there is one. Recommendations are not applied automatically.
- In the “All available sections” block, click “Add section” next to the section you need. Your business type does not limit the choice.
- Click “Back to business data”.
To turn a section off, click “Disable section” in the catalog or in “Section settings” on the section card. Saved entries are not deleted and come back when you turn the section on again.
How to add and edit an entry
- On the section card, click “Add record”.
- Fill in the fields. For example, for a service these are “Name”, “Description”, “Duration (minutes)” and “Price”.
- Click “Save record”.
To edit an entry, click “Edit”, make your changes and click “Save changes”. To delete an entry, click “Delete” and then “Delete record”. A deleted entry disappears from the confirmed information.
How to set up price, payment and booking
Products and menu items have a “Price and payment” block under the entry; services and rooms have “Price and booking”.
- Open this block under the entry you need.
- In the “Price source” field, choose the entry with the price. If there is no price, leave “Price not specified - check with the team”.
- If needed, fill in “Price valid until”. After this date, the AI employee will check the price with the team.
- Choose where the customer completes the purchase or booking. The “Payment method” field offers “No payment link” and “Direct to payment site”. The “Where to complete your booking” field offers “Manage bookings here” (Manage reservations here) and “Direct to external site”.
- If your website is chosen, paste a ready-made payment or booking link. The address must start with https.
- Click “Save settings”.
The link can open the right product or service on your website directly, and for booking it can also fill in the dates and number of guests. To do this, open “If the site needs parameters” and fill in “Offer code on the website”. There is also a hint there on how to write the link. Parameter names must match the ones your website understands.
After saving, click “Preview customer link”. You see the link and the explanation the customer will receive. For booking, you can enter the dates and number of guests in advance. The link itself does not mean that payment went through or a booking was created.
Website and documents
If your business has a website, you can collect information from its pages — learn more in the article Information from your website. Price lists, menus and rules are easier to upload as files: there is an “Open documents” button at the bottom of the page. Information found in them goes into the knowledge base only after you confirm it.
The “Activity log” button at the top of the page shows what AI employees saved while working with customers: for example, booking entries and conversations handed to the team. Learn more in the article Business events.
Good to know
- An AI employee answers from confirmed information and from the documents available to it. If the information in the knowledge base and in a document disagree, the knowledge base takes priority.
- If the information you need is missing, the AI employee cannot answer accurately. Add it and check the answer in the test chat.
- AI employees use saved changes right away.
- For an employee to use the information, “Find business information” must be turned on in its “Access” section. Learn more in the article AI employee access settings.
- The business Owner and Administrator can add, change and delete entries, turn sections on and set up prices. Other roles see the information but cannot change it.