Knowledge Hub
Your AI uses the knowledge base to answer customer questions accurately. Add your FAQs, policies, and business information here.
Accessing the Knowledge Hub
The Knowledge Hub is now a top-level section in your dashboard. Navigate to Knowledge in your sidebar to manage your AI's knowledge base, view content health, and address knowledge gaps.
How Knowledge Works
Customer asks a question
"What's your cancellation policy?" or "Do you offer gift cards?"
AI searches knowledge base
Finds relevant information from your added content.
AI responds accurately
Uses your information to give correct, consistent answers.
Adding Knowledge
There are multiple ways to add information to your knowledge base:
Text Entries
Add FAQs, policies, or any text information directly
Website Links
Import content from your website pages
File Uploads
Upload documents for the AI to learn from
Datasets
Organize knowledge into themed collections
Recommended Content
Essential (Start Here)
- • Business hours and location
- • Cancellation and no-show policy
- • Accepted payment methods
- • Basic FAQ (5-10 common questions)
Recommended
- • Detailed service descriptions
- • Pricing information
- • Staff bios and specialties
- • Preparation instructions for services
Advanced
- • Product information (for retail)
- • Membership/package details
- • Gift card information
- • Loyalty program details
Organizing with Datasets
Datasets help you organize related knowledge together for better management.
Multiple Locations?
Share Knowledge Across Locations
If you have multiple business locations, you can share common knowledge (policies, brand info, service descriptions) across all of them while allowing location-specific customizations.
Source Freshness
Your AI monitors the freshness of knowledge sources and alerts you when content may be outdated.
Source was updated within the last 90 days. No action needed.
Source is 90-180 days old. Consider reviewing for accuracy.
Source is over 180 days old. Review immediately to ensure accuracy.
Gap Suggestions
Your AI analyzes real customer conversations to identify questions it cannot answer well. It suggests knowledge you should add.
AI detects a gap
Customer asks a question the AI cannot confidently answer.
Suggestion created
AI creates a suggestion with the topic and example questions.
You review and add
Accept the suggestion and add the missing knowledge directly.
Evidence Citations
Every AI answer includes citations showing which knowledge sources were used and how confident the AI is in the response.
What you see in citations
- Source name - Which document or entry was used
- Confidence score - How certain the AI is (0-100%)
- Relevant snippet - The exact text that informed the answer
- Last updated - When the source was last modified
Transparency: Evidence citations help you verify AI responses and identify when knowledge needs updating.
Best Practices
- • Write in a Q&A format when possible for better matching
- • Keep entries focused on one topic each
- • Update knowledge when policies or info change
- • Review AI conversations to identify missing information
- • Include common misspellings or alternative names for services
- • Act on gap suggestions promptly to improve answer coverage
- • Review stale sources regularly to maintain accuracy