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The knowledge base is where your agent gets answers to the questions the business profile doesn’t cover. It’s the difference between a receptionist that takes messages and one that actually helps.

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Start with the real questions

Don’t invent an FAQ. Get the ten questions your office answers every week — ask whoever works the phone, or read a week of call transcripts once you’re live — and write those down with the answers you’d want given. Common starting set for a service business:

Money

Call-out fees, minimum charges, whether estimates are free, payment methods, deposits, financing.

Logistics

Arrival windows, how soon you can come out, emergency availability, weekend and holiday coverage.

Scope

What you will and won’t take on, brands you service, jobs you refer out, permits.

Trust

Licensing and insurance, warranty terms, how long you’ve operated, background-checked technicians.

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Writing answers that hold up on the phone

An answer that reads well can still sound wrong out loud. A few rules:
  • Lead with the answer. “Yes, estimates are free” — then the caveat, not the other way round.
  • Keep it to a couple of sentences. Long answers get interrupted, and interruptions lose the thread.
  • Say the number. “Around 200–200–400 depending on the unit” beats “it varies.”
  • Name the boundary. If you can’t quote a job over the phone, the answer should say so and offer the next step — an on-site estimate — rather than trail off.
Anything you put in the knowledge base, the agent will say to a customer. Don’t stage internal notes, margins, or competitor commentary here.

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Keeping it accurate

A stale knowledge base is actively harmful — the agent quotes last year’s price with complete confidence. Build in a habit:
1

Review transcripts weekly at first

Look for questions the agent handled poorly. Each one is a missing or wrong entry. See Call logs.
2

Update on every price or policy change

Make it part of the same routine as updating your website.
3

Use QA and learnings

Corrections captured during call review can be fed back in directly. See QA & learning.

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One source, every channel

Knowledge is workspace-level. The phone agent, the chat widget, and SMS replies all answer from the same entries — so a customer gets the same quote whichever way they reach you, and you only maintain it once.
Multi-location workspaces share the knowledge base but can override location-specific facts like hours and service area. See Locations.